Microsoft O365 Tenant held hostage by unresponsive MSP

Support @ TechniServe IT 21 Reputation points
2021-08-12T00:00:04.877+00:00

I am a member of a SMB IT firm that often runs into this issue. In my past encounters we have always managed to come up with a way to resolve gaining administrative access to the tenant.

In this case I am coming up short. Here's the situation:
Tl;dr - tenant is being held hostage for an unpaid debt related to a failed SOW completion.
Details are:

  • One of our clients has an MSP that failed to perform the SOW requested by our client in common
  • SOW was to migrate a NAS and individual cloud file containers into a federated Sharepoint site under the client's domain xxxx.com
  • MSP failed to perform this task to satisfactory completion but billed client ~$4k.
  • Client disputed and is not paying the $4k bill
  • The client has access to their domain registrar, can prove they are the owner and has access to DNS records
  • The MSP did not give any administrator credentials to the client for self management
  • The MSP has not renewed the client's O365 exchange subscription due to non-payment
  • MSP says there is a balance owed for exchange services (~$80)
  • Client states that the CC on file expired a couple months ago (makes sense)
  • MSP says that the action required is to log in as an admin and renew the payment method (but no admin access, doesn't make sense)
  • MSP is not following through with assisting the client in gaining access to their tenant to update billing
  • MSP is not communicating to resolve the issue.

What we are trying to do is regain access to their tenant while still retaining their domain name. Is there a way to gain administrative access to a Microsoft tenant managed by a "rogue" MSP in order to do the right thing for our client in common? Our client is willing to pay the fees for the O365 subscription service, just not the bill for the incomplete SOW for data migration.

As far as I'm aware, I don't think that there is -- but I would like to gain more info from the tech community to see if we have any recourse. I would consider creating a new tenant on our own on behalf of the client, but we have no way to defederate the existing tenant. If we wipe DNS and start clean, the new tenant would kick back the domain registration during setup since another tenant already has the domain linked.

Microsoft 365 and Office | Install, redeem, activate | For business | Windows
Microsoft 365 and Office | SharePoint | For business | Windows
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Accepted answer
  1. Wes Brooks 81 Reputation points
    2021-08-12T03:52:17.59+00:00

    Hey SupportTechniServeIT-6427,
    I did a bit of digging on this and here is what I found. There is a post on this from answers.microsoft.com from one of the Microsoft agents that I think can apply to this situation.
    https://answers.microsoft.com/en-us/msoffice/forum/all/lost-all-details-for-the-global-admin-of-microsoft/0d373894-25d1-4f6e-b0db-72b1a096e1a5
    It sounds like you currently do not have any admin access to the tenant even though you do have the ability to manage the public DNS records for your domain.
    In a way you are attempting to access a tenant as administrator that you do not have any rights to access as you do not have an admin account on the tenant. As this is the situation it seems there really isnt much you can do unless you happen to have global admin credentials to recover the tenant. As per that post you could reach out to Microsoft support for buisness products to verify if there is any possible way to recover the account or get your domain moved to a new tenant as you can prove that you own the domain in the public registrar. https://learn.microsoft.com/en-us/microsoft-365/business-video/get-help-support?redirectSourcePath=%252fen-us%252farticle%252fContact-support-for-business-products-Admin-Help-32A17CA7-6FA0-4870-8A8D-E25BA4CCFD4B&view=o365-worldwide.


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  1. Support @ TechniServe IT 21 Reputation points
    2021-08-23T15:18:39+00:00

    Hi Elsie,

    I failed to update here, sorry. I was able to arrange a middle ground with the MSP where they would allow admin access for the owners of the domain. I did not have to take the hostile MSP route thankfully. It turned out to be more of a misunderstanding between the MSP and client than anything else, I think.

    Just for reference, I did look into the information provided and it looks like it fit my situation. I think it would have worked had I not been able to work with the other MSP. Thanks for the assist and I marked it as the accepted answer.

    Sincerely, DW

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