Lost M365 Admin account MFA (Microsoft Authenticator) Device

Please note: This is a user-to-user Community forum. No one here can access Microsoft’s backend systems, create a support ticket, or make changes to your account, tenant, or billing information. You must contact Microsoft Support directly, as only an authorized support agent can assist with these requests. 

Hello Gopi Shukla,

Since the lost device was the only registered MFA method, could you first confirm whether there is another active Global Administrator in your Microsoft 365 tenant?

If there is no other administrator and this is the only Global Administrator account, you will need to contact Microsoft Support and request assistance from the Data Protection Team. This team has the required security procedures and tools to verify your identity and ownership of the tenant before resetting the MFA settings for the administrator account.

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

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 you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:   

• 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.        

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 can't get through on your first try, I suggest trying again later or at a different time.

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

When opening a support ticket, please make sure the Support Assistant (AI) in the Help panel is turned Off. Several customers have reported that the Contact Support option may not appear while the Support Assistant is enabled. Once the AI assistant is turned off, you should be able to enter a description of the issue and the Contact Support option will appear, allowing you to submit a ticket directly to Microsoft Support. 

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

Kind regards,