Global Administrator Locked - HELP

Question

We purchased 365 through IONOS and they set up our global administrator email yet they spelled it incorrectly and i now cannot gain access. I have since set up 2 further licensed emails which work and I can sign into the admin center with yet they do not have the correct privileges. I am now in need of a 3rd. I cannot access the global admin account as I don't have the password. The 2 further emails do not have admin privileges and the 'reset password' for all accounts does not work. It repeatedly tells me to log into the admin account yet that is the account I am trying to get into. How do I fix this? IONOS cannot help..

I have tried calling Microsoft multiple times however I am met with an automation that then cuts me off. This is a business account and at present it is unusable, someone please help!

Answer 1

Microsoft typical resells their business licenses via resellers, who sell a type of license called a CSP license.

The nature of a CSP license is that the reseller is supposed to provide the first line of service, before escalating it on your behalf to Microsoft. Microsoft typically does not entertain a direct call from a business licensed via CSP licensing (even if you managed to get through the bots guarding the phone lines), as it is the responsibility of the reseller to perform level 1 support, and raise a support ticket on your behalf.

This is a screen shot of my admin screen when I try to raise a support ticket. You can see in order to get support from an agent, I need to first contact my purchase partner. (In my tenant, Microsoft is listed there because I do have licenses I purchased direct from Microsoft, which entitles me to then contact Microsoft direct).

The nature of a CSP license also allows what is known as GDAP (Granular Delegated Admin Privilege). This allows the reseller to manage your tenant on your behalf through delegated admin. Unless you specifically refuse to allow your reseller to manage your account and decline GDAP.

My suggestion is this -

1. Check if your license is a CSP license (if yes #2-4 applies)
2. If yes, contact your reseller again
3. See if their support team has GDAP and can admin your account
4. Have them raise a support ticket on your behalf if they are unable to access via GDAP.

See if this gets you anywhere.