Microsoft 365 Global Admin Account Recovery

I am the only Global Administrator for my nonprofit organization's Microsoft 365 account. Around May 20, 2026, I contacted Microsoft because I was locked out of my administrator account due to authentication issues and could no longer access the Microsoft Admin Center.

The issue is that when I try to sign in to the Admin Center, Microsoft attempts to send a verification code to my old cell phone number, which I no longer have access to. Because of this, I am unable to complete the sign-in process and manage my organization's Microsoft 365 environment.

Since then, I have been working with multiple Microsoft support representatives and have received conflicting information throughout the process. I was instructed to add TXT records to my domain hosted through Hover to verify ownership of the organization. At one point, I was told the verification was successful. The next day, I was told Microsoft could not see the records. I then contacted Hover support and had them verify that the records were correctly added. Later, Microsoft informed me that they could see the records and that verification was successful.

It has now been approximately 20 days, and I still do not have access to my administrator account. Communication has slowed significantly, and when I request updates or ask about next steps, I receive little or no response.

As the only Global Administrator for a nonprofit organization, this situation is preventing me from managing our Microsoft 365 environment, users, licensing, nonprofit benefits, and other administrative functions.

Has anyone else experienced a similar situation with Microsoft 365 account recovery or administrator verification? If so, how long did it take to resolve, and were there any additional steps you had to complete? I am trying to understand whether this timeline is normal and what I should expect next.

I also wish Microsoft had a way for customers to look up support cases online by entering a case number and viewing the current status, updates, and progress notes. At this point, all I am trying to find out is whether my case is still being actively worked on, what progress has been made, and what the next steps are.

If anyone from Microsoft sees this post and would like additional information, I would be happy to provide my support case number privately.