My administrator can't sign into our Microsoft office account. She's been locked out.

Hi Alina,

Thank you for checking in. Our issue hasn't changed yet. I requested a phone call to my administrator and she was unable to answer at the time of the call. We work at different locations. The entire admin account needs to be unlocked and she needs her authenticator to be reset and unlocked. I planned on trying to get a call back again in another hour at 10:30 am ET. Her name is [Moderator note: Personally Identifiable Information removed] and her phone number is [Moderator note: Personally Identifiable Information removed].
Please, Please continue to assist. This is the first progress that I've made all week.

Hello @Randy Schuetz

To support you better:

• May I confirm whether this is the first time she has set up this tenant? Has she been able to access the Microsoft Admin Center with her Global Administrator account before?
• What Microsoft subscription has your company purchased?
• Is there any other administrator in your company tenant besides her?

If there is another Global Administrator, you can use Step 1 to help her reset the account. If she is the only Global Administrator (the account ending with .onmicrosoft.com and assigned the Global Administrator role), please follow Steps 2 and 3 to contact the Microsoft Data Protection Team so they can verify ownership and help you regain access to the account.

1/ If there is another global admin in your tenant.

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article: 

Manage user authentication methods for Microsoft Entra multi-factor authentication 

• Sign in to Microsoft Entra - Microsoft Entra admin center 
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration". 

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

2/ Contacting Microsoft Data Protection team by phone support

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

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

If you can use English, you may prefer these numbers:

(Important Note: Depending on your country or region, 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, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes  

If your organization's Office 365 Business subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

Please try "2 or 3"times until you can reach out to an agent.

2/ Another work around

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.   

For detailed guidance, to set up a new tenant, please follow these steps:    

• Visit this following link and choose any plan and click try for free to start a free trial: Microsoft 365 Business Plans and Pricing | Microsoft 365
• Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues 

Ticket Support: In the Microsoft 365 Admin Center->Support->Help & Support. You can raise support ticket In Microsoft Admin Center by this link:

https://admin.microsoft.com/#/support/requests 

After that, they will contact you via email to schedule a direct support appointment

*Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

Looking forward to hearing from you for further assistance.

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