Administrator adress modified - business basic

Question

I recently replaced my Microsoft 365 business basic admin email with my corporate email address, and since then, I can’t access my account

Answer 1

also the authenticator doesen't work.

Answer 2

Can I talk to someone by calling ?

Answer 3

Dear karine,

Thank you so much for your detailed response, and I’m truly sorry to hear you’re unable to access your account after updating your admin email. I understand how disruptive this can be, and I’ll do my best to guide you through some steps that may help resolve it.

1. Confirm Admin Email Update Was Successful

Sometimes, changing the admin email doesn’t fully propagate across Microsoft 365 services. If possible, try signing in again using your previous admin email:
https://admin.microsoft.com

If this works, you may still have access to update user settings or verify the new email configuration.

2. Check for Sign-In Errors

The error code you mentioned (500121) typically means the system doesn’t recognize the sign-in identity. This can happen if:

• The new email hasn’t been properly added as a user or admin.
• The domain setup is incomplete or misconfigured.

3. Verify Domain Configuration

Based on your provided email, I've check the domain via MXToolBox, what I've found:

• DMARC record is missing or not enforced.
• DNS record is present, which is good.

To ensure full functionality, especially for admin access and email delivery, I recommend:

• Publishing a DMARC record for the new domain.
• Verifying that SPF and DKIM records are also correctly configured.

You can share this with your IT team or domain host to help finalize the setup.

4. Try Password Reset

Since the system doesn’t recognize the new email, try resetting the password using the previous admin email via:
https://passwordreset.microsoftonline.com

5. Use Microsoft 365 Recovery Tools

If none of the above works, you can try the account recovery form:
https://aka.ms/msa-support

Choose “I can’t sign in” and follow the prompts to verify your identity and request access.

If your organization has another global admin, they may be able to log in and verify or reassign admin roles to your new email address.

Please let me know how it goes or if you’d like help reviewing your domain records or submitting a recovery request. I’m here to support you every step of the way.

Warm regards,
Killian-Ng - MSFT | Microsoft Community Support Specialist.

Answer 4

1. Account Type Confirmation
   Are you using a Microsoft 365 Business or Education subscription? Business
2. Admin Email Change Details
   • What was your previous admin email address? **PII Removed**
   • What is the new corporate email address you’ve updated it to? **PII Removed**
3. Access Issue Description
   • Are you unable to sign in to the Microsoft 365 admin center, or is the issue affecting other services (e.g., Outlook, Teams, SharePoint)? No I don't have any access
   • Are you receiving any specific error messages when trying to log in? 500121
4. Verification Steps
   • Have you tried accessing the account from a different browser or device? Yes
   • Have you attempted a password reset using the new email? I can't because the system don't recognize the email

Answer 5

Dear karine,

Thank you for reaching out. I understand you've recently updated your Microsoft 365 Business Basic admin email to your corporate address and are now unable to access your account. I’d be happy to assist you with this.

To better understand and resolve the issue, could you please clarify the following:

1. Account Type Confirmation
   Are you using a Microsoft 365 Business or Education subscription?
2. Admin Email Change Details
   • What was your previous admin email address?
   • What is the new corporate email address you’ve updated it to?
3. Access Issue Description
   • Are you unable to sign in to the Microsoft 365 admin center, or is the issue affecting other services (e.g., Outlook, Teams, SharePoint)?
   • Are you receiving any specific error messages when trying to log in?
4. Verification Steps
   • Have you tried accessing the account from a different browser or device?
   • Have you attempted a password reset using the new email?

Once we have these details, we’ll be able to guide you more effectively. Looking forward to your response.

Best Regards,

Killian-Ng - MSFT | Microsoft Community Support Specialist.