Agent support for MFA reset

Hi Larisa,

May I ask whether you are an end user or an administrator? If there is another administrator in your organization, I would recommend contacting them and asking them to reset the MFA settings for the affected account through the Microsoft Entra admin center. This is typically the quickest way to restore access.

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you are the only administrator, the appropriate next step is to contact Microsoft Support for assistance with recovering access to the tenant.

Just to briefly clarify before we go any further, independent consultants, including myself, are members of the community and do not have access to user account settings, and cannot assist with logging in, resetting passwords or directly escalate cases to the Data Protection team.

I understand that you’ve already attempted to reach support by phone without success. In this situation, you may consider contacting Global Customer Support again (Work account) and following the script below to help navigate the automated phone system 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.)

• IVR: What problem is bothering you?
• Customer: Lost access to the only admin account
• IVR: What product do you use?
• Customer: Office 365 for business
• IVR: School or Business Account?
• Customer: Companies
• IVR: Are you an administrator?
• Customer: Yes
• IVR: Is there another administrator in your organization?
• Customer: No. I am the only admin in my tenant
• IVR: Do you need to create a support ticket?
• Customer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected.

If you still cannot reach a live agent, a possible workaround is to create a separate Microsoft 365 trial tenant and use it solely to submit a support request.

Here's how you can do it:

1/ Go to Microsoft 365 Business Plans & Pricing | Microsoft 365 (select "Try for free" in an enterprise subscription).

2/ Follow the instructions provided to create a trial tenant.

3/ Once the new tenant is created, go to the Microsoft 365 Admin Center > Help and Support to submit a support ticket, requesting to speak with the Data Protection Team on behalf of your original tenant.

4/ In the ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant as a single admin and that you need help from the Data Protection team.

5/ Remember to cancel the trial subscription of the new tenant once the issue with the original account is resolved, to avoid unwanted charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope the information provided will help guide you in the right direction. While I can't take direct action, I sincerely hope that the steps and recommendations I've shared can assist you through the process.