Reset access to Global admin account

To restore access when the only Global Administrator has left and no other equivalent admin exists, tenant ownership and access must be recovered through Microsoft’s standard identity verification and support process. There is no self-service way to bypass this.

Follow these steps for each affected organization/tenant:

1. Confirm you are using the correct admin account (if unsure)
   • Go to the Microsoft 365 admin portal: https://admin.microsoft.com.
   • Try signing in with any previously used work accounts that might have admin rights.
   • If prompted to request admin access, follow the on-screen steps.
2. Open a Microsoft 365 support case for tenant access recovery
   If no one can sign in as Global Admin:
   • Go to the Microsoft 365 support page: https://support.microsoft.com/office.
   • Choose the option such as I can't sign in or access my tenant.
   • Submit a support request explaining that the only Global Administrator has left the organization and no other Global Admin exists.
   • Be prepared to complete identity and ownership verification, which may include:
     • Official business documentation (registration documents, tax records, etc.).
     • Proof of domain ownership.
     • Publicly listed organization information (for example, nonprofit registration data if applicable).
   All tenant ownership and access decisions are handled by Microsoft 365 support; other teams (including Microsoft for Nonprofits, if relevant) cannot bypass identity verification or directly grant access.
3. If you are a nonprofit tenant (Microsoft for Nonprofits)
   • Microsoft for Nonprofits cannot directly recover the tenant or bypass verification, but can:
     • Help determine if the account is eligible for re‑registration.
     • Assist with documentation needed for escalation.
     • Direct you to the correct Microsoft 365 support channels.
   • Actual admin access recovery still happens only through Microsoft 365 support after identity verification.
4. If you are part of the tenant but not an admin
   • A user who is part of the tenant can contact Microsoft 365 support and ask to be connected to the Microsoft 365 Data Protection team for tenant access recovery, following the same verification process.
5. After access is restored
   Once Microsoft support grants or restores Global Administrator access:
   • Sign in to the Microsoft 365 admin center and Microsoft Entra admin center.
   • Create at least one additional Global Administrator so there is never a single point of failure.
   • Implement two cloud‑only emergency access (“break glass”) accounts with the Global Administrator role in Microsoft Entra ID, as recommended. These should:
     • Be used only in emergency/lockout scenarios.
     • Not be tied to specific individuals.
   • Protect all admin accounts with MFA and follow least‑privilege principles for day‑to‑day admin roles.

These steps must be repeated for each tenant where the former manager was the only Global Administrator.

References:

• Tenant access recovery
• Admin account security in Microsoft 365 for business
• Add and manage admin accounts
• Manage emergency access accounts in Microsoft Entra ID
• Troubleshoot sign-in issues and account access problems