wajsic.com which is my domain being used but another domain that i cannot access and therefore preventing me from setting up a custom domain. How can you help me

Question

i Subscribed to Microsoft 365. I was given access to the admin portal but they said the wajsic1.onmicrosoft.com domain was having issues and so i should create a new one. before i created a new one, i was trying to let the account recognize my custom domain wajsic.com, so that i could create the other users with the custom domain. e.g. PII Remove@wajsic.com instead of the Microsoft domain which was PII Remove@wajsic1.onmicrosoft.com.
now i created PII Remove@wajsic.onmicrosoft.com and closed the wajsic1.onmicrosoft.com. Now i want to setup the custom domain using wajsic.com with hoststinger.com, i have configured the DNS using TXT but when i click VERIFY, i get a message that Microsoft recognizes that the domain wajsic.com belongs to me but since its being used by wajsic1,onmicrosoft.com, i should go back into that domain and delete it before i can use it.
The problem is when i use the known credential that i know which is PII Remove@wajsic1.onmicrosoft.com, it says the domain does not exist.

When i try contacting support too, it gives me some Nigeria number to call and when i call it says the number does not exist.
How can i contact Microsoft to even resolve this issue for me. i have been on this issue for more than a week.

I didnt use any reseller.
now i want to subscribe its not allowing me to setup my custom domain which is wajsic.com

what should i do

Answer 1

Hi @Abdul Lateef Dawud,

Thank you for posting in Microsoft Q&A Forum.

From your description, may I confirm that you cannot access the tenant wajsic1.com, which contains the domain wajsic.com?

If my understanding is correct, you will need to reach out to Microsoft Data Protection Team because they have only required permission to reset your account on the backend and has only responsible and privileged support team for account questions.

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365. 

Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process. 

1. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment. 
2. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/. 
3. Go to Support: In the left-hand navigation menu, click on Support > Help & support. 
4. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account: 
   • Your administrator account email address for the locked tenant. 
   • The domain name of your locked tenant  
   • Any error messages you are receiving. 
   • Details about the authentication issues you are experiencing. 
   • Confirmation that you are the administrator of the locked tenant. 
5. Submit your ticket: Follow the prompts to submit your support request. You will receive a ticket number for tracking. 

Important notes:  

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• The resolution time might be longer as you are contacting support from a different tenant. 
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under Billing > Your products. 

I hope these steps will help resolve your issue. When you regain access to the tenant, you will be able to delete the custom domain.

Thank you for your patience and understanding. I'm looking forward to your update.

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