Sole Global Admin locked out due to lost MFA device

Dear @Dhritam Legal,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you are the sole Global Administrator of your Microsoft business account and are currently locked out of your account because you lost access to the device containing your Microsoft Authenticator app. Your password is correct, no alternate MFA methods are configured, and there are no other Global Administrators available to reset your MFA settings. You are seeking assistance with escalating the issue to Microsoft so the MFA block can be reviewed and resolved.

Please note that I have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
• 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 referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process due to MFA issue. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: Log in the Microsoft 365 Admin Center using the newly created trial admin account (not the currently locked one) > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests   

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.  

Several customers have reported issues when the Support Assistant is turned on  the system sometimes fails to display the “Contact Support” option.  

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description.  Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly.  

• After clicking on "Help & Support" button, you can type "I need agent support via phone or email". After that, you can click on "Contact support" 
• Choose contact method: "Phone" 
• Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you. 
• Finally, click on "Contact me"
• After completing them, you will receive an email appointment for a meeting to review this issue professionally together. 
• For more details, you could refer to this article: Get support for Microsoft 365 for business 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" > "Your products."

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience! 

If you have extra questions about this answer, please click "Comment". 

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