Cannot Log into 365 Account to Create Support Ticket. Cannot authenticate on Authenticator app either.

Question

I am the sole owner, admin and user for my Microsoft 365 business standard account.

I recently changed the primary domain on my account because the business will be undergoing a name change.

I cannot log into my Microsoft account anymore under either the new domain name or the old one. The new one cannot be authenticated on the Authenticator App, which itself keeps trying to approve my sign-in request by using 2-factor Authentication, repeatedly gives me the sign-in error "Error finding an account to complete multi-factor authentication. You may need to add the account again." I have removed and added the account multiple times, in the app and it gives the same message every time. I have tried to use the old domain name but it does not recognize it as a valid or active log-in option.

I've tried to recover my account and it tells me my login does not exist, whether I use the current or previous domain name.

I've tried calling the support line and the AI bot tells me that I am not a global administrator and therefore it cannot help me. Even though I am the only administrator on the account.

Because I cannot log in, I cannot submit a help ticket for help with access. I'm stuck in a loop.

Please help me

Answer 1

Hi @st,

Thank you for posting your question in the Microsoft Q&A forum.

I’m really sorry to hear about the difficulties you’re facing signing in to your Microsoft 365 account. I understand how challenging it can be when you’re unable to access your services, especially as the sole administrator.

Since your Microsoft 365 services are purchased directly, and this appears to involve account recovery and authentication, I’d be glad to look into this further for you.

To help me assist you more effectively, could you please share the domain name associated with your subscription and, if available, the invoice number for your Microsoft 365 purchase via private message?

Once we have these details, we’ll be able to proceed with a thorough review and follow up accordingly.  

Thank you for your patience and cooperation. Your satisfaction is very important to us, and we’ll make sure this is handled as quickly as possible.