I am the sole administrator of our Microsoft 365 tenant and have been locked out of my account for over three weeks due to a Multi-Factor Authentication (MFA) issue (stuck in a loop). I submitted a support request with but have not received any response. I am unable to log in or create a new support ticket due to error code 500121, which prevents me from accessing the admin portal or any recovery options.
I cannot email Microsoft anymore as it directs me to the Authenticator which is not providing a code. Also the verification code is not working as outlook nor the authenticator is providing a code. I tried calling but I only get a robot which is disconnecting the line after instructing me to write an email.
This is really frustrating. How do I get a Global Admin Recovery so I can regain access to my administrator account? How do you reach Microsoft if they are not responding to emails?
Use the Global Administrator Account Recovery Form
Microsoft has a dedicated escalation path for this exact situation. Go to:
https://aka.ms/AdminRecovery
(This redirects to the “Can’t access your admin account?” support flow.)
Fill out the form carefully with:
Your tenant domain (e.g., yourcompany.onmicrosoft.com or your custom domain).
The Global Admin UPN (the account that’s locked).
Alternate contact details (personal or backup email, and phone number).
Describe clearly that you are the only Global Administrator and cannot complete MFA
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