Domain is in another o365 as a tenant

Question

Domain is in another o365 as a tenant

indieshop 5

I own the domain <Information deleted for privacy protection> and am trying to set up Microsoft 365 email through GoDaddy. However, I'm getting an error that the domain is already registered in a Microsoft 365 tenant named "<Information deleted for privacy protection>" that I do not recognize or have access to.

When I check the domain status, I can see it's registered in Microsoft's system:

FederationBrandName: <Information deleted for privacy protection>
NameSpaceType: Managed
Domain: <Information deleted for privacy protection>

I have verified:

I own the domain through GoDaddy
There are no active Microsoft 365 products in my GoDaddy account for this domain
I don't recognize "<Information deleted for privacy protection>" as any organization I'm associated with

I need help removing indieshop.com from this unknown tenant so I can set it up with my own Microsoft 365 account. I can verify domain ownership via DNS records if needed.

What steps should I take to have this domain removed from the <Information deleted for privacy protection> tenant?

0 comments

Answer recommended by moderator

indieshop 5

Thank you for the help but i decided it would be easier to just go with another email client.

Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-06T23:20:37.54+00:00

Dear @indieshop,

Thank you for taking the time to share your experience. I'm truly sorry to hear about the inconvenience you encountered while trying to get support.

While I respect your decision to move to another email client, I want you to know that if you ever reconsider or need assistance with anything Microsoft-related in the future, we’ll be here and ready to help.

Wishing you all the best with your new setup.
Fred Kinai 5 Reputation points

2025-11-24T15:01:21.63+00:00

I'm in the edge of this, support is never available you wait for hours, anyone to help please?
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-25T23:45:03.0533333+00:00

Dear @Fred Kinai,

Welcome to the Q&A Community.

Thank you for reaching out and sharing your concerns. I understand how inconvenient it can be to wait for support without timely assistance, and I truly appreciate your patience.

If you’re still unable to reach a live agent through the customer service phone numbers, you can try an alternative approach: create a new tenant and submit your request from there as a workaround.

Here’s how you can create a new tenant:

Go to the Microsoft 365 Business Plans and Pricing page and start the process to create a new tenant by following the on-screen prompts.

Complete the guided setup to create a new account for your new tenant.

Once your tenant is ready, sign in to the admin center and submit a support request. In your ticket, clearly mention that you need assistance verifying your previous tenant to your domain and require help from the Microsoft Support team.

You can raise a support ticket by navigating to: Microsoft 365 Admin Center > Support > Help & Support.

After your issue is resolved, don’t forget to cancel the trial subscription to avoid any unexpected charges.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.
Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.
Fred Kinai 5 Reputation points

2025-11-26T08:36:12.3433333+00:00

I opened the ticket 4 days ago, still waiting to be assisted
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-26T22:44:48.7666667+00:00
Dear @Fred Kinai,

Thank you for sharing this update. This is an important step because it allows Microsoft Support to review the issue in detail and provide the most effective assistance.

Since your support ticket is already open and you have access to the Microsoft 365 Admin Center, the best next step is to check for any updates under Support > View Service Requests, where responses and status updates are usually posted.

If you haven’t received any communication yet, you might consider:

Adding a note or update to your existing ticket to highlight the urgency of your issue, as this can help draw attention to your case.

Verify your contact details in the ticket to ensure the support team can reach you.

If a support agent has emailed you, sending a follow-up email with your availability can help both sides coordinate a suitable time.

Please note that response times can vary depending on case complexity and queue volume. Updating the ticket and confirming your details often helps speed things up.

As community moderators, we don’t have access to Microsoft’s internal support system or the ability to adjust or escalate cases. Our primary role is to guide users toward the appropriate resources and support channels.

I hope your issue will be resolved soon. If you have any concerns or questions in the future, please don’t hesitate to reach out. Not only will I be happy to assist you, but all moderators in the Q&A forum will also do their best to provide support and guidance.
Thank you once again for your precious time and engagement.

2 additional answers

Your answer

Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-06T23:20:37.54+00:00

Dear @indieshop,

Thank you for taking the time to share your experience. I'm truly sorry to hear about the inconvenience you encountered while trying to get support.

While I respect your decision to move to another email client, I want you to know that if you ever reconsider or need assistance with anything Microsoft-related in the future, we’ll be here and ready to help.

Wishing you all the best with your new setup.
Fred Kinai 5 Reputation points

2025-11-24T15:01:21.63+00:00

I'm in the edge of this, support is never available you wait for hours, anyone to help please?
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-25T23:45:03.0533333+00:00

Dear @Fred Kinai,

Welcome to the Q&A Community.

Thank you for reaching out and sharing your concerns. I understand how inconvenient it can be to wait for support without timely assistance, and I truly appreciate your patience.

If you’re still unable to reach a live agent through the customer service phone numbers, you can try an alternative approach: create a new tenant and submit your request from there as a workaround.

Here’s how you can create a new tenant:

Go to the Microsoft 365 Business Plans and Pricing page and start the process to create a new tenant by following the on-screen prompts.

Complete the guided setup to create a new account for your new tenant.

Once your tenant is ready, sign in to the admin center and submit a support request. In your ticket, clearly mention that you need assistance verifying your previous tenant to your domain and require help from the Microsoft Support team.

You can raise a support ticket by navigating to: Microsoft 365 Admin Center > Support > Help & Support.

After your issue is resolved, don’t forget to cancel the trial subscription to avoid any unexpected charges.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.
Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.
Fred Kinai 5 Reputation points

2025-11-26T08:36:12.3433333+00:00

I opened the ticket 4 days ago, still waiting to be assisted
Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-26T22:44:48.7666667+00:00

Dear @Fred Kinai,

Thank you for sharing this update. This is an important step because it allows Microsoft Support to review the issue in detail and provide the most effective assistance.

Since your support ticket is already open and you have access to the Microsoft 365 Admin Center, the best next step is to check for any updates under Support > View Service Requests, where responses and status updates are usually posted.

If you haven’t received any communication yet, you might consider:

Adding a note or update to your existing ticket to highlight the urgency of your issue, as this can help draw attention to your case.

Verify your contact details in the ticket to ensure the support team can reach you.

If a support agent has emailed you, sending a follow-up email with your availability can help both sides coordinate a suitable time.

Please note that response times can vary depending on case complexity and queue volume. Updating the ticket and confirming your details often helps speed things up.

As community moderators, we don’t have access to Microsoft’s internal support system or the ability to adjust or escalate cases. Our primary role is to guide users toward the appropriate resources and support channels.

I hope your issue will be resolved soon. If you have any concerns or questions in the future, please don’t hesitate to reach out. Not only will I be happy to assist you, but all moderators in the Q&A forum will also do their best to provide support and guidance.
Thank you once again for your precious time and engagement.

Answer 1

indieshop 5

Thank you for the instructions. I got through the automated answers and was able get into a queue. However, after 1hr of waiting on hold, I gave up. There's no way anyone can work like this. It's like the entire system, Godaddy redirecting and Microsoft terrible phone support is set up to make this as painful as possible.

Ruby-N 13,320 Reputation points Microsoft External Staff Moderator

2025-11-05T23:55:50.54+00:00
Dear @indieshop,

Thank you again for reaching out and for keeping me updated on your situation.

I really appreciate your time and effort in carefully following the steps earlier.

To help me better understand the situation and assist you effectively, could you please share a few details such as:

Have you had a chance to access the Microsoft Admin Center and submit a support ticket as I previously suggested?

If you're unable to create a support ticket yourself, you can consider creating a new tenant and submitting your request from there.

To set up a new tenant, please follow these steps:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Microsoft Support team on behalf of your previous tenant.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues



In your ticket description, you'll need to clearly explain that you're trying to verify the tenant to your domain and need help from the Microsoft Support team.

You can raise support ticket at Microsoft 365 Admin Center > Support > Help & Support

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Thank you again for your understanding and patience throughout this process. If you have any questions, please feel free to reach out.
Fred Kinai 5 Reputation points

2025-12-11T10:57:18.0133333+00:00

In the edge of giving up now,

I am writing to urgently escalate our support case. We opened a ticket on 28 November, and today is 12 December—two weeks with no progress.

Our domain is stuck in an old Microsoft 365 tenant that we can no longer access. We need Microsoft to remove it so we can add the domain to our new tenant and restore our email services. This is a tenant/domain ownership issue, not an MFA issue, yet we keep receiving the same irrelevant MFA instructions despite repeated clarifications.

Our business email is currently disrupted, and we are now at risk of being charged for services we cannot use due to this unresolved problem.

We urgently need:

Removal of our domain from the old tenant

Escalation to the correct Microsoft 365 team

An engineer who reviews the case details properly

Two weeks without support for such a simple request is unacceptable. Please escalate this case immediately.

Thank you.

Answer 2

Dear @indieshop,

Thank you for posting your question in the Microsoft Q&A forum.

I understand you're trying to set up Microsoft 365 email for your domain indieshop.com via GoDaddy, but you're encountering an issue where the domain is already registered to a Microsoft 365 tenant named "Cadent", which you do not recognize.

Based on your description, I strongly recommend reaching out to the Microsoft Support team directly for further assistance.

To resolve this, the Data Protection team will need to step in. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem.

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.  

Option 1: Submit a support request through the Microsoft 365 admin center

We sincerely recommend you try to create a support ticket from Microsoft 365 Admin Center > Support > Help & Support.

User's image

If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.   

Option 2: Contact Microsoft Data Protection Support by Phone

You can try reaching out to our Global Customer Service phone to raise a request for checking your tenant here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like:

IVR: What kind of problem are you concerned about?

You: Domain.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have another administrator in your organization?

You: No.

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.

I hope this helps you verify your domain quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.