Global Admin Locked Out, Need to Reset MFA

Question

Global Admin Locked Out, Need to Reset MFA

Admin Satker 0

Hello Microsoft Support Team, I need help with an urgent Microsoft 365 tenant lockout.

Our organization has two tenants. I'm contacting you from the other tenant, which is still accessible, but the affected tenant is not on this tenant.

Global Administrators in another tenant are locked out by MFA. Their passwords are still valid, but neither has access to the registered Microsoft Authenticator and there are no alternative authentication methods. Therefore, neither administrator can sign in or reset the other's MFA.

I have already tried using Help & Support from the accessible tenant, but the troubleshooting options did not resolve the issue or allow me to open a support request for the affected tenant.

The affected subscription was purchased through a CSP, but the CSP does not have an active GDAP relationship with the affected tenant.

We need assistance with Microsoft 365 Tenant Recovery / Global Administrator MFA Recovery. Please help us create or escalate a support case for the affected tenant.

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Answer 1

Hin Vo 1,025 Independent Advisor

Hi @Admin Satker

Could you please confirm whether you have already been able to successfully create a support ticket from the other accessible tenant, but the support team refused or was unable to assist with resetting the MFA for the affected tenant? Or are you unable to reach the Contact Support option altogether?

If you have not yet been able to submit a support request, please make sure that the Support Assistant (AI) is turned off in the Help pane before proceeding. Several users have reported that when the Support Assistant is enabled, the Contact Support option may not appear as expected.

To proceed it, you could follow these steps:

Open Help & Support.

Turn Support Assistant to Off.

User's image

Enter your issue description.

Type "I need agent support via phone or email".

Select Contact Support once the option becomes available.

Choose your preferred contact method.

Complete the support request form and provide as much detail as possible regarding the affected tenant, including that all Global Administrators are locked out due to MFA and no alternative authentication methods are available.

Finally, click Contact me to submit the request.

After the request has been submitted, you should receive updates from the assigned support team regarding the next steps and any tenant recovery validation requirements.

Kindly let me know if there are any updates or if you need further assistance. Any information you can share regarding the support request would be greatly appreciated.

Admin Satker 0 Reputation points

2026-09-29T04:21:43.86+00:00

Thank you for the answer.

I've tried to contact it via phone number from Global phone number list and got the service request number via alternate phone number.

My next question is how long Microsoft to validate and proceed the request after it? Is it processed via email?
Hin Vo 1,025 Reputation points Independent Advisor

2026-09-29T04:32:24.1433333+00:00

Hi @Admin Satker

It's good to know that you have received the service request number. As far as I know, the support team may contact you again by phone if the case was submitted through phone support, so it may be helpful to keep an eye on your device for any incoming calls. However, I do not have information about the exact timeframe for when they may reach out.

As this is a user-to-user support forum and I am only a member of the community, I am unable to expedite your case or contact the data protection team on your behalf. The best I can do is share suggestions and guidance that may help you reach Microsoft Support more effectively.

I hope everything goes smoothly and that you will be able to regain access to your tenant soon. Wishing you the best with the ongoing process.