I have 2 emails and one needs password reset by administrator.

Good day Thomas and I’m sorry to hear about the difficulties you’re experiencing.  

Just to gently clarify before we go any further, forum moderators don't have the ability to access, modify, or recover user accounts. Due to security and privacy requirements, issues such as sign in failures, password recovery, and multi-factor authentication can only be addressed by Microsoft’s dedicated support teams, who have the appropriate tools and authorization to manage account level settings securely. 

Resetting a user account doesn't affect the admin account. However, since you are the only administrator and currently cannot access your admin account, ownership verification and account recovery must be handled by Microsoft's Data Protection team. They are the only team authorized to assist with restoring access. 

• You can start by calling your regional Microsoft support hotline here: Customer service phone numbers - Microsoft Support    

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.       

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

Here are some tips and an example of a prompt to help you reach out the Microsoft Data Protection team support more effectively:   

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)         

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request? 

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team. 

• If you cannot reach a live agent by phone, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.      

Here are the reference threads showing that this workaround works: 

Note: Although the issue discussed is different (resetting MFA settings for a sole admin), the workaround can help you create a support ticket directly with Microsoft Support. 

Sole admin recovery and MFA reset  

Error 399287 – Administrator Account Locked Out Due to MFA Verification Failure 

To set up a new tenant, please follow these steps below: 

Visit  Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.       

Follow the guided setup process to create a new account for a new tenant.   

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:   

"Hello, I’m currently unable to access my previous Microsoft 365 tenant because I have lost access to it. I am the Global Administrator, but I’m locked out and unable to sign in to my admin account for the previous Microsoft 365 tenant. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team so that I can verify my identity and receive help recovering access to my original tenant. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."   

• Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests     
• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide from my position.  

Thank you for your kindness and contributions to the forum.  

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