Cannot access my Microsoft Work Account (2FA issue) – unable to cancel my Power BI Pro subscription

Question

Hello,

I am reaching out because I am completely unable to access my Microsoft Work Account that I created for personal use (to use Power BI Pro). I am the only user and administrator of this account.

I set up two-factor authentication (2FA) with the Microsoft Authenticator app, but the connection was lost, and I can no longer approve sign-ins or generate valid codes. My password is known and can be reset, but I cannot pass the 2FA step.

Because of this, I cannot sign in to any Microsoft portal. including the admin center, billing portal, or live support, which all require authentication. Therefore, I am unable to manage or cancel my Power BI Pro subscription, even though I am still being charged monthly.

I have already tried contacting Microsoft Support by email (customer@microsoft.com

and mocbill@microsoft.com) , but either I only receive automatic replies linking to the live chat (which requires login), or the mailbox no longer exists.

My bank has advised me not to revoke the payments directly, as this could lead to issues or payment disputes. Instead, they recommended that I submit a written cancellation, which I already did, but I no more possible Mails to reach out to. Only the two above and those ended as I said in an dead end.

Could someone from Microsoft please assist me directly or escalate this to the appropriate billing or account recovery team? I can provide my invoice and payment details for verification.

Thank you very much for your help.

Best regards

Answer 1

As a workaround to break this cycle, you do not need to be signed in to use the official Microsoft billing support channels. I recommend visiting the main Microsoft Support website and navigating to the "Contact Us" section. From there, you can select the relevant product (such as "Microsoft 365" for commercial accounts) and describe your issue as "Billing and Subscription" related. When you speak with an agent, explain that you are the sole administrator of a work account, are locked out by 2FA, and need to either recover the account or cancel the subscription. Have your invoice and payment details ready, as you mentioned, to verify your identity and ownership.

Concurrently, please visit the Microsoft Account Recovery form at https://account.live.com/acsr. Since you know your password and have access to your email for notifications, this form is your best automated option for regaining access by proving ownership through alternative means.

This two-pronged approach—contacting billing support by phone to stop the charges and using the recovery form to regain access—is the most effective path forward. I am confident the support team will be able to assist you once you can speak with them directly.

I hope this guidance helps you resolve this stressful situation promptly. If this answer points you in the right direction, please feel free to mark it as "Accepted" 🙂.