What do I do if we as the partner, and the customer as the global admin have lost access to their tenant:
If you have lost access to a tenant via a lack of GDAP (Granular Delegated Admin Permissions), and the global admin can no longer access the tenant as they have lost their password, lost access to MFA, or MFA just does not work - there are some steps that we can take:
1. Contact Infinigate Cloud Support
In the first instance please contact Infinigate Cloud Support on support@infinigate.cloud with the Customer tenant details. Infinigate Cloud Support can check if we have GDAP access, If so we can then reset the password or the MFA for you. If support does not have GDAP access please refer to step 2.
2. Global administrator will need to contact Microsoft directly:
If Infinigate Support do not have GDAP and cannot assist you the global admin will need to raise this directly with Microsoft.
Please Note: Microsoft will not accept or be able to support tickets from Infinigate due to Microsoft policies and the policies of the Data Protection team at Microsoft.
The Data Protection (Microsoft may abbreviate this to DP) team works exclusively with the Global Admins (Microsoft may abbreviate this to GA or GAs) of the tenant. Therefore, an active Global Admin must reach out to Microsoft directly.
Guideline on how the end customers can reach out to support:
https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide&tabs=phone
Phoning Microsoft is the quickest way to get support:
https://support.microsoft.com/en-gb/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
Please see the main phone numbers from the link provided below:
UK:
+44 (0)800 026 0329 - Toll Free Number
+44 (0)344 800 6006 - Toll Number
Ireland:
+353 1800 832 352 - Toll Free Number
+353 1525 1812 - Toll Number
France:
+33 (0)9 70 01 90 90 - Toll Number
+33 (0)8 05 98 00 79 - Toll Free Number
Germany:
+49 (0)800 808 8014 - Toll Free Number
+49 (0)800 808 8015 - Toll Number
Belgium:
+352 (0)80040027 - Toll Number
+32 (0)80058121 - Toll Free Number
Switzerland:
+41 0848 858 868 - Toll Number
+41 0800 662 006 - Toll Free Number
As part of the call a security verification will be performed during the process. If the point of contact is not a Global admin the Data Protection team will reject the request and close the call.
Some Important Things to keep in Mind:
In Case of a CSP Referral (Partner):
If the Microsoft support agent directs the customer to their Cloud Solution Provider (CSP) partner, the customer should inform the agent that they have already consulted with their CSP and that the CSP cannot assist in this particular scenario. The Microsoft agent should then proceed to raise the case with the Data Protection Team.
Contact Information:
Please ensure that the end customer (Global administrator /owner of the tenant) is aware that they should provide a working phone number and email address where they can receive communications from the Data Protection Team engineer.
If there is no active Global Admin available within the customer company, the customer will have to submit a case for the Data Protection team to elevate one of the accounts still under the customer's control.
If the customer is unable to access the tenant with any users, they will have to reach out to our Global Customer Service phone number(s) (included above) so the support team can investigate the issue and potentially give / restore access to the tenant.
Optionally, the customer can try reaching out to our Azure Data Protection team for further assistance - (866-807-5850).
Some further information on Troubleshooting sign in problems due to Conditional access and Troubleshooting Inaccessible tenants can be found below:
Troubleshoot inaccessible tenants - https://learn.microsoft.com/en-us/entra/fundamentals/inaccessible-tenant?source=recommendations
Troubleshooting sign-in problems with Conditional Access - https://learn.microsoft.com/en-us/entra/identity/conditional-access/troubleshoot-conditional-access?source=recommendations