Recover my Microsoft admin account

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

Just to gently clarify before going any further, this forum is separate from Microsoft Support. Forum users, moderators and Microsoft external staff cannot access user accounts or directly escalate cases. For security and privacy reasons, account-related issues can only be handled by Microsoft's dedicated support teams. 

Changing to a new phone often triggers this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you switch devices or reinstall the Microsoft Authenticator app, your new phone isn’t automatically configured for authentication. Since the app is still tied to your previous device, you’re unable to receive authentication codes on the new one, which is why you can’t access your account right now. 

Since there are no other admins available to reset MFA, identity verification and account recovery can only be handled by the Microsoft Data Protection team, which is authorized to help restore access to your admin account. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support  

When contacting Microsoft, be prepared to verify your subscription ownership by providing details such as your organization name, billing or payment information, registered phone number and alternate email address. 

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app using your current phone number or choose a different authentication method to sign in. 

Tips for navigating the IVR:  

(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, an automated voice system is used. Example of a dialogue: 

IVR: What problem is bothering you? 

Client: Lost access to the only admin account. 

IVR: What product do you use? 

Customer: Office 365 for business. 

IVR: School or Business Account? 

Client: Companies. 

IVR: Are you an administrator? 

Client: Yes. 

IVR: Is there another administrator in your organization? 

Client: No. I am the only admin in my tenant.     

IVR: Do you need to create a support ticket? 

Client: Yes. I need to create a ticket. Please send me direct to the Data Protection team. 

In case you are unable to contact the frontline support: 

Consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. 

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant. 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 

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 questions or need further support, please don’t hesitate to reach out at any time. 

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