I need support to reset my MFA; but they are ignoring my tickets even though I have paid support

Chris Goodfellow 0 Reputation points
2026-06-08T09:50:15.6666667+00:00

I have an ADB2C tenant where MFA needs resetting. Support tickets are unanswered, other than a phone call telling me someone will be in touch after 48 hrs or automated responses that make no sense - despite a paid support plan. How do I get support to actually pickup and review my ticket?

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  1. AI answer

    2026-06-08T09:51:59.4633333+00:00

    To get Microsoft to actively work your MFA reset issue for an Azure AD B2C / Microsoft Entra tenant, use these escalation paths and make sure the case is correctly filed so it reaches the Data Protection / identity support teams.

    1. Verify the support ticket is opened in the correct place
    • For Azure AD B2C, tickets must be opened from the Microsoft Entra tenant in the Azure portal, not directly from the B2C tenant:
      1. Sign in to the Azure portal.
      2. If there are multiple tenants, use Directories + subscriptions to switch to the Microsoft Entra tenant.
      3. Search for and select Microsoft Entra ID.
      4. Under Troubleshooting + Support, select New support request.
      5. On Problem description:
        • Issue type: Technical.
        • Subscription: select the correct Azure subscription.
        • Service type: Azure Active Directory Business to Consumer (B2C).
        • Provide a concise summary (under 140 characters) and choose the closest Problem type.
      6. Proceed through Recommended solution; if self-help doesn’t fix it, continue to Additional details and fill in:
        • Tenant ID/domain.
        • Exact time/date of the lockout or MFA issue.
        • That this is an MFA reset / tenant lockout scenario and that access to the admin account is blocked.
      7. Under Advanced diagnostic information, select Yes (Recommended) so support can access diagnostic data.
      8. Select an appropriate Severity (for business-impacting lockout, choose the highest justified severity) and preferred contact method.
      9. Complete Review + create and submit.
    1. Use severity and support plan correctly
    • For paid plans, higher severity levels drive shorter initial response times. Ensure the ticket clearly states:
      • That this is an MFA / admin lockout issue on an Azure AD B2C / Entra tenant.
      • Business impact (e.g., sign-in blocked for users, production system affected).
    • If there is a Premier or Unified support contract, use the highest appropriate severity and phone callback options where available. These contracts allow specifying severity (Critical / A / B / C) and scheduling callbacks, which typically accelerates handling.
    1. Engage the Data Protection team via phone if locked out as the only admin For tenant lockout / MFA reset when there is only one admin and portal access is blocked, the correct escalation path is via Microsoft’s Data Protection team through phone support:
    • Call the regional number listed under Customer service phone numbers - Microsoft Support.
    • When navigating the IVR / frontline agent, clearly state:
      • The issue is Authenticator / MFA.
      • Product: Office 365 for business / Microsoft 365 / Entra ID (company account).
      • Confirm being an administrator and that there is no other admin.
      • Request creation of a service request with the Data Protection team to reset MFA / restore admin access.
    • This team has specific tools and processes to verify identity and restore access when all admins are locked out.
    1. If tickets are ignored or stuck If existing tickets are not being actioned despite a paid plan:
    • Confirm that the ticket:
      • Is filed under the correct Service type (Azure Active Directory Business to Consumer (B2C)).
      • Has Technical issue type and appropriate Severity.
      • Includes explicit mention of tenant lockout / MFA reset and business impact.
    • If the ticket is misrouted (e.g., billing instead of technical), open a new technical ticket following the steps above and reference the existing case number in the description.
    • For Premier/Unified support, use the portal options to adjust severity or request a callback if available.
    1. As a last resort: create a temporary tenant to reach support If phone support and normal ticketing paths fail to connect to the right team, a documented workaround is:
    • Create a new trial Microsoft 365 / Azure tenant.
    • From that new tenant’s admin center, open a support ticket.
    • Clearly state that the request is on behalf of a different, existing tenant where the admin is locked out and provide:
      • Admin UPN for the locked tenant.
      • Tenant domain / name.
      • Error messages and MFA details.
      • Confirmation that this is a tenant lockout and requires Data Protection involvement.
    • This temporary tenant is only a channel to reach support; it does not give access to the locked tenant. Remember to cancel the trial after resolution.

    Using the correct support entry point (Microsoft Entra ID → New support request → Azure AD B2C) with high severity and explicitly requesting Data Protection involvement is the most reliable way to get an MFA reset / tenant lockout case actively worked.

    References:

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