Forum Discussion
Locked Out of Global Admin – Lost Authenticator – Case 2602060010000939 – Need Escalation
I am locked out of my Global Administrator account because my phone broke on February 5, 2026 and I no longer have access to Microsoft Authenticator. There is no alternative authentication method configured.
Case ID: 2602060010000939.
I contacted support on February 6 and the ticket was set as Severity C with an 8-hour response expectation. After several days, I have only received generic replies and no contact from an engineer.
This account is critical for my business operations, and I have now been without access for five days.
I understand it was my responsibility to maintain backup methods, but I urgently need help from Microsoft to recover access.
Please contact me.
Samuel Leo
if you do not have an Azure Support Plan or other support contract this is how it goes.
you can only open a SR through Azure Support and insist it is routing to Entra / Identity Team.
Prio cannot raised without support plan. if you had one you need to give them the data like tenant ID, subscription ID with that support plan. Depending on the plan you can request escalation to B or A.For the future consider a break glass account
https://blog.merill.net/p/service-principal-as-a-plan-b-emergency
https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access
2 Replies
I have similiar issue.
I am locked out from my admin account due to Authenticator app did not work on new phone. I need to get to Data Protection Support to reset ma Multifactoriacl authenticaton method. I have ticket from 27. 5. 2026 but no one has called me since. I keep recieving emails asking for my phone and availability. I reply, but still no one calls me. Phone support keeps hanging up on me.
Please contact me!
Case ID:
2605271420000092 if you do not have an Azure Support Plan or other support contract this is how it goes.
you can only open a SR through Azure Support and insist it is routing to Entra / Identity Team.
Prio cannot raised without support plan. if you had one you need to give them the data like tenant ID, subscription ID with that support plan. Depending on the plan you can request escalation to B or A.For the future consider a break glass account
https://blog.merill.net/p/service-principal-as-a-plan-b-emergency
https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access
