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Unable to access Office 365 Admin Account - urgent help needed

Nathan 0 Reputation points
2025-12-12T11:00:45.3+00:00

I am an office business user, and switched from Google Workspace recently.

I recently switched phones, and the admin account Micorosft provided me with when switching (.onmicrosoft.com) cannot be accessed as I cannot access my old authenticator. I restored via iCloud, however this just added the account to my authenticator but needs logging in to start using it. I can't login without an authenticator code, so this doesn't work.

I have a new starter joining us in January, so I need this resolved urgently.

I've raised a ticket to speak with the data protection team, however I've waited the 24 hours (day 3), and nobody has tried calling me or emailing me.

I do have access to all the other emails registered under my domain, but just cannot access the admin account that I was provided when switching.

Would it be easier if someone can simply add my standard email as an administrator? Or can someone please ask the Data Protection Team to allow me back into the old account? I own the domain, I can provide ID, I'm the only owner of the company so it shouldn't be difficult...

I worry that I'm going to be liable for significant costs if I don't have this resolved urgency, but Microsoft doesn't seem to have any telephone support for business, which seems insane to me. I've only managed to speak with their AI chat-bot via telephone, which just tells me I'll have a call in 24 hours, but I never receive these calls.

Surely someone knows a work around for this? Otherwise I can't hire, I'll have a new starter with no email address, and ultimately will be unable to manage my business with Microsoft.

If Microsoft cannot help in this scenario, how do I switch back to Google Workspace as this has made us feel incredibly vulnerable.

Microsoft 365 and Office | Install, redeem, activate | For business | Windows
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  1. Alina-Le 4,755 Reputation points Microsoft External Staff Moderator
    2025-12-12T12:45:46.3033333+00:00

    Hello @Nathan

    Welcome to Q&A forum!

    I'm the forum moderator, so I don't have permission to access account data or reset MFA to help you directly.

    However, I really want to help you move forward and I would like to share "several approaches" that I usually recommend to users in similar situations like you.* After reviewing your message, I understand that you have switched to a new phone without transferring Microsoft Authenticator.*

    For your information:

    Please note that Microsoft Authenticator stores your two-factor authentication (2FA) codes directly on your device for security reasons. These codes do not automatically transfer when you change devices, as they are not synced across devices by default. If the app is not moved or reconfigured, you will lose access to accounts that require 2FA.

    1/ If you still have access to the Authenticator app on your old phone, please refer to this thread for instructions on transferring it to your new device.

    How do I transfer my Microsoft Authenticator data from my iPhone to a Samsung phone? - Microsoft Q&…

    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:    

    User's image

    User's image

    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   

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

    Finally, you can refer to this thread for a detailed flow to reach out to the Microsoft Data Protection Team via phone support (I just want to provide all possibilities that I can to support you)

    We have below accounts on office365 i am one of the user - Microsoft Q&A

    I highly appreciate your valuable time and your cooperation during this process

    Hopefully, you can resolve this issue soon!

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

    Note: Please follow the steps in "our documentation" to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. Nathan 0 Reputation points
    2025-12-12T12:50:55.6066667+00:00

    (ignore this message, I can now see your reply)

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