Office 365 Reseller stopped trading

James 40 Reputation points
2025-11-07T13:15:06.1266667+00:00

We own our domain and have an Exchange Plan 1 through a Microsoft Reseller/IT Support company. The reseller has stopped trading, and it is no longer possible to contact them. We need to get Global Admin access to recover our accounts (29 x Exchange Plan 1 accounts) to get email access again.

Microsoft Support won't talk to me as I am not the Global Administrator, however there is currently NO Global Administrator as they have stopped trading. We are able to prove ownership of our domain.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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Answer accepted by question author
Anonymous
2025-11-07T14:27:03.6033333+00:00

Hi @James,  

Thank you for posting your question in the Microsoft Q&A forum.Have you already contacted Microsoft Support using the official phone numbers listed here: Customer service phone numbers - Microsoft Support to create a support ticket for this issue, and were they unable to assist you? 

If that’s the case, here’s a workaround you might consider:  

You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Compare Office 365 Enterprise Plans and Pricing | Microsoft 365. 

Once the new tenant is created, you’ll have access to the Microsoft 365 admin center, where you can submit a support ticket directly. In that ticket, please provide clear and detailed information about your situation, including proof of domain ownership and the fact that your reseller is no longer operating. This will help Microsoft verify your case and guide you through the recovery process. 

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

As a forum moderator, I don’t have permissions or tools to access user accounts or make changes such as resetting passwords or granting admin rights, especially in cases involving resellers. However, I hope this recommendation gives you an additional way to reach the appropriate support team who can investigate and assist you. 

Thank you for your patience and collaboration! If you have any updates or need further guidance, please feel free to share them here. I’ll do my best to help. 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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Answer accepted by question author

AI answer

2025-11-07T13:15:21.53+00:00

To regain access to your Microsoft 365 tenant after your reseller has stopped trading, you can follow these steps:

  1. Confirm Ownership: Since you can prove ownership of your domain, this is a crucial first step. Ensure you have any necessary documentation that verifies your ownership.
  2. Recovery Process: You will need to initiate the recovery of tenant access through Microsoft’s identity verification processes. Here’s how:
    • Go to the admin portal and try signing in with any previously used email account.
    • If you can't sign in, you can submit a support request by going to the Microsoft 365 support page and selecting "I can't sign in or access my tenant." You may be asked to verify your identity and ownership of the organization through official business documentation, domain ownership, or other means.
  3. Contact Microsoft Support: If recovery prompts do not work, you may need to contact Microsoft support directly. Explain your situation clearly, emphasizing that you are unable to access the Global Admin account due to the reseller's closure.
  4. Contact IT Partner: If your reseller was managing your tenant, try to reach out to any other IT partners you may have worked with, as they might be able to assist you in regaining access.

Remember, Microsoft for Nonprofits cannot bypass identity verification or provide tenant access directly, so following the official recovery process is essential.

References:

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