My Azure Administrator lost his password due to a mistake with his password manager, and cannot access his account. What do we do?

Question

Since i am not a user with full admin rights, i cannot send a password reset for his account through Azure Portal.
I asked him to call the Microsoft support number for our country, which he did, and they told him to make a support request from his personal account.
But his personal account does not have the rights to make a support request!

So back to square one.

In Azure Portal i tried to make a support request through the "Help + Support" section, but there doesn't seem to be any options for account recovery.

What can i do to help him?

Answer 1

@Albin Cederblad ,
Are there any other global admins in your AD? If yes, they can reset the password. If you are the only admin or no other admin can perform the actions on the link, then you need to raise a request to the support team. They will in turn transfer your case to the data protection team, who can assist you as long as you can prove the account is yours.

Try to create a support request with these values, and the Microsoft support team will take care of the rest (Note, while entering the case details, mention the user who is experiencing the problem).

Answer 2

@Albin Cederblad ,

Here are the other options he can use to reset the password or reach out to the support team.

• They can try to have another GA or Admin user within their tenant reset their password.
• If they have self-service password-reset (SSPR) enabled they can reset their own password using the links below:
• If they're using a work or school account, go to https://passwordreset.microsoftonline.com.
• If they're using a Microsoft account, go to https://account.live.com/ResetPassword.aspx.
• If they don't have any other admins to reset their password, and they don't have SSPR enabled, they can try using their Break Glass account, if they have one. https://learn.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access
• If they can't do any of the above, they'll have to reach out to our Azure Data Protection team for further assistance - (866-807-5850)

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(If the reply was helpful, please don't forget to upvote and accept as an answer, thank you)
Ravi Kanth

Answer 3

@RaviKanth-5629 Thanks for the reponse!

This is how it looks for me when trying to create a support request:

It seems i don't have the option to make that request.