Need to Perform Admin Takeover for Unmanaged Tenant - All Standard Recovery Options Blocked

[Dokoupil_SPOL]

Hello community,

We are seeking advice on the correct escalation path to gain administrative control over a Microsoft tenant associated with our company domain. We are completely locked out, and all standard recovery methods have failed.

The Situation:

• Our official company domain is skolapopulo.cz.

• Some years ago, an unknown (and likely former) employee registered for a Power BI service, automatically becoming the tenant's sole Global Administrator. We do know who this is but he is not in our company and is not reachable.

• We are being billed monthly for this Power BI subscription. While we are paying for the service, it is completely unmanaged, and we have no ability to assign licenses, add users, or configure security settings.

Our Goal:

Our primary objective is to perform an Admin Takeover to gain official administrative control of the tenant. We want to continue using and expanding our use of Microsoft services, but we need to bring them under proper IT governance. This includes managing users, licenses, billing, and security for our domain. We are not looking to cancel the service, but to manage it correctly.

What We Have Already Tried (All methods have failed):

1. Password Reset: The standard password reset process for the registered emails (@skolapopulo.cz) is blocked. We receive an error message stating that self-service password reset is disabled and that we must contact our administrator (who is not reachable, and when trying to reset his account - after email validation (@skolapopulo.cz it asks for his alternative email or phone number what he insert his private and its not reachable).

2. Internal Admin Takeover Process: We attempted the standard "Admin Takeover" by trying to sign up for a new free service (e.g., Power BI Free). This is also blocked by the tenant's settings with the error: 
   "Your organization does not currently allow users to buy Microsoft Fabric free. For more information, contact your IT administrator." This proves that the former admin has disabled all self-service sign-ups, making the standard web-based takeover impossible.

3. Contacting Phone Support: We have made multiple attempts to call the Microsoft business support line. We are unable to get past the virtual assistant to speak with a human agent. The automated system directs us to online help resources that are not applicable to our locked-out situation.

Our Specific Questions:

Since we are completely locked out and all self-service options are disabled, we need to engage with a team that can manually verify our ownership of the skolapopulo.cz domain.

• What is the most effective way to bypass the support phone line's virtual assistant and get our case escalated to the Data Protection team? We understand this is the specialized team for these scenarios.

• Is there an alternative, direct contact method (e.g., a specific web form) for initiating an admin takeover when a company has zero administrative access?

Any guidance on how to break this support loop and connect with the right people at Microsoft to prove our domain ownership would be immensely helpful.

Thank you for your assistance.
Marek Dokoupil, IT 

[cpwebb · Accepted solution]

You're going to have to persevere with phone support here. This is now a bigger problem than Fabric and I don't have the ability to give you access to your tenant again - you could be a hacker trying a novel social engineering attack. 

[Dokoupil_SPOL]

@cpwebb Thank you for the clarification. I completely understand the security protocol and why you cannot assist directly. Your explanation confirms that our only path forward is through the phone support channel to reach the Data Protection team. We will persevere. Thank you for your time.

[Dokoupil_SP]

Hello @cpwebb, Thank you so much for looking into this for us. Your help is greatly appreciated. First, a quick note to avoid any confusion: I am replying from this new account because the original account I used to post this thread (`technickapodpora@skolapopulo.cz`) has become completely inaccessible to me in the last 48 hours. This perfectly illustrates the problem we are facing – we have no control over the accounts on our own domain and are being locked out by automated systems. Now, to answer your direct question: **No, we are unable to create a support ticket using the link you provided.** This is the core of our problem. The process described requires the user to be logged into the Microsoft 365 Admin Center or Power BI service to submit a ticket. Since we have no access to any administrative account, we cannot log in to do so. It's a classic catch-22 situation: we need to contact support because we can't log in, but we are required to log in to contact support. Our only goal is to initiate the **"Admin Takeover"** process. We are the legitimate owners of the domain **skolapopulo.cz** and are fully prepared to prove it by adding a TXT record to our DNS or through any other verification method your support team requires. If you or your colleagues could help us create a support case on our behalf or put us in direct contact with the **Data Protection team**, it would solve this entire issue. I am ready to provide any necessary information (company details, invoice numbers from our billing, contact info) through a private message if needed. Thank you again for your exceptional assistance.

[v-pnaroju-msft]

Thankyou, @lbendlin, for your response.

Hi Dokoupil_SPOL,

We sincerely appreciate your inquiry submitted through the Microsoft Fabric Community Forum.

We fully understand how distressing and concerning it must be to have your company’s Microsoft tenant unmanaged, particularly when you are paying for the service but lack administrative control. We empathise with the difficulties you have encountered while attempting to resolve this matter through the usual recovery methods.

Considering that self-service options are blocked and the former Global Administrator is unreachable, the most appropriate course of action would be to raise a support ticket through the Microsoft Support portal Microsoft Fabric Support and Status | Microsoft Fabric

Please find below the link on how to create a support ticket:
How to create a Fabric and Power BI Support ticket - Power BI | Microsoft Learn

Additionally, please refer to the following links for the list of regional global customer service centres:
Power BI and Fabric support overview - Power BI | Microsoft Learn
Customer service phone numbers - Microsoft Support

We hope that the information provided will assist you in resolving the issue at the earliest.

Should you require any further assistance or have additional queries, please do not hesitate to contact the Microsoft Fabric community.

Thank you.

[lbendlin]

@cwebb is that something the CAT would take on?

[cpwebb]

No, a support case is the right way to go but clearly that isn't working here. Let me talk to my colleagues in support to see what we can do.

[cpwebb]

Follow up question - you mentioned that you called phone support. Did you actually open a support ticket, for example by following the instructions here https://learn.microsoft.com/en-us/power-bi/support/create-support-ticket ?