Migration of Accounts

Dear @Nexxa Support,

I hope you’re having a good day.

Thank you for your question, I understand that you want to move an account to another account so you can continue managing the payment.

To make things clear and help you resolve this correctly, it’s important to separate your situation into two different topics, because they are handled differently in Microsoft 365:

1. Moving the account

The account you shared (...#EXT#@...) is a guest (external) account. In Microsoft 365, accounts cannot be “moved” or merged into another account. Each identity is separate, and there is no supported way to transfer one account into another or continue using it under a different identity.

If the goal is to continue operations, the correct approach is to ensure that a valid internal account (not a guest account) has the necessary permissions and then stop relying on the external account.

2. Billing and payment (If you are not a Global Admin, please contact a Global Administrator in your organization)

The payment issue is not tied to that specific account, but to the subscription itself.

In Microsoft 365 Billing is managed at the tenant/subscription level, it is controlled by roles (Global Admin / Billing Admin), not by a specific user account. So instead of moving the account, what you need to do is ensure the correct person has billing access.

You can check this as follows:

Go to Microsoft 365 Admin Center > Roles > Billing admin / Global admin and review who currently has billing permissions

If needed, you can assign the role to another user:

Open the user profile in Active users > Select Manage roles > Assign Billing admin (or Global admin if appropriate) > Save and wait a short time for permissions to take effect

Once a valid admin account has billing access, they can: Go to Billing > Payment methods > Add or update the credit card or keep the subscription active

If you find that the previous account was the only billing/admin account, and no one else has permission to manage billing

Then the next step is to contact Microsoft Support by phone so they can help restore or transfer billing ownership to a new admin account. You can find the appropriate contact numbers for your region here: Customer service phone numbers - Microsoft Support 

(Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)

I hope this clarifies the situation and helps you move forward.

If you have any updates or need help checking roles in your tenant, feel free to reach out, I’ll be happy to assist

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.  

Warm regards, 

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