AADSTS5000224 – Tenant deauthenticated – Global Admin locked out

Hi Phong,

Based on your description, the error AADSTS5000224 is generally associated with a tenant-wide deauthentication or backend block. In this state, authentication is disabled at the tenant level, which prevents access to services such as the Microsoft 365 Admin Center, Microsoft Entra admin center, Azure portal, Exchange, and SharePoint. Because authentication itself is blocked, this scenario cannot typically be resolved through standard troubleshooting steps like password reset, MFA reset, browser cleanup, or configuration changes within the tenant, especially when all administrator accounts are affected.

If your account is also an admin account and there are no other available global administrators in your tenant, then the only way to regain access is contact Microsoft support. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support  

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.  

Here are some tips and an example of a prompt to help you navigate the IVR 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 regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

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.      

I know being locked out of the only admin account can be stressful, but contacting the Data Protection team is the correct path forward in this scenario. 

Consider signing up for a trial subscription to create a new tenant. Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant. Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges. 

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead. 

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further. 

Best regards, 

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Hi Phong,

Since you are the only admin and have already created a ticket, please wait for the Data Protection Team to contact you. They may currently be handling a high volume of cases, which could be causing a delay.

In the meantime, you can provide the following information via email to the agent who is handling your case and ask them to assist you further:

• Tenant ID:
• Email address:
• Screenshot or copy of the most recent invoice:
• Phone number:
• Available time for contact:
• TXT record:

Please send these details to the agent and request their assistance in expediting the review of your case.
Kind regards,