Locked Out of Global Admin Account in Azure AD – Case 2507150040004890

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Locked Out of Global Admin Account in Azure AD – Case 2507150040004890

Peter Ciprian 0

There are two Microsoft 365/Azure AD directories under the account.

Directory 1 – Two Global Admin accounts are assigned. MFA has been successfully re-added here, and access is working.

Directory 2 – Only one Global Admin account is assigned, which is completely inaccessible due to a Microsoft Authenticator MFA lockout. The device with the Authenticator app is no longer accessible, and no backup authentication methods were configured.

An open case with Microsoft (Case # 2507150040004890) was created on July 15, 2025, but no response has been received. The inability to access Directory 2 is causing severe business impact as no one can manage users, services, or security settings in that tenant.

Immediate escalation of this case to the Data Protection Team is requested for an MFA reset and restoration of access to Directory 2. Any advice or escalation to the appropriate team would be greatly appreciated.

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Answer 1

Killian-N 1,365 Microsoft External Staff Moderator

Hi @Peter Ciprian,

Thank you for sharing the details of your situation. I’m really sorry to hear about the ongoing access issues and the lack of response on your support case, it’s completely understandable how disruptive this must be, especially given the business impact.

I’ve internal reviewed the case (#2507150040004890) and it appears it was unfortunately routed to the wrong queue, which is why no support agent has been assigned. The Data Protection team is the correct team to handle only Global Administrator MFA lockouts and account recovery, but this case didn’t reach them.

To help move things forward quickly, I recommend creating a new support case with the title: “Only Global Administrator can’t access due to Authenticator app” This will ensure its routed directly to the Data Protection team and not misdirected again.

I’ve also sent you a private message with step-by-step guidance on how to create the new case. As a forum moderator, while I can’t escalate cases directly from here, I’ll do everything I can to support you through the right channels.

Thanks again for your patience, and I’m here if you need help with anything else.

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Peter Ciprian 0 Reputation points

2025-08-11T17:21:10.6+00:00

Hi @Killian-N ,

Thank you for reviewing my original case and pointing out the routing issue. I have now created a new support case as you suggested, using the correct title so it’s directed to the Data Protection team.

New Case ID: 2508110040007816

Title: Only Global Administrator can’t access due to Authenticator app

I’ll monitor my email and phone for any contact from Microsoft Support. Please let me know if you’re able to confirm that this case is now in the correct queue and moving forward.

Thanks again for your help and guidance.
Killian-N 1,365 Reputation points Microsoft External Staff Moderator

2025-08-11T18:49:25.14+00:00

Hi @Peter Ciprian,

Thank you for the update and for promptly creating the new support case with the correct title. I’m really glad to hear that you’ve taken that step.

I’ve reviewed the new case (ID: 2508110040007816) and can confirm that it has been successfully routed to the Data Protection Team, which is the appropriate team for handling Global Administrator MFA lockouts. This should ensure that your request is now in the right queue and moving forward.

Please continue to monitor your email and phone for outreach from Microsoft Support. If you don’t hear back within the next 24–48 hours, I recommend replying directly to the case confirmation email to request a status update or escalation.

I’ll stay available here to support you however I can through the process. Let me know if you need help drafting a follow-up or navigating any next steps.

Thanks again for your persistence and patience.

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Locked Out of Global Admin Account in Azure AD – Case 2507150040004890

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