Remove my domain from a Microsoft tenant which I cannot access/which was wrongfully created

Question

Best,

When purchasing Office 365 for a first time (through a certified Microsoft reseller) and using my email address @*******, in addition to my password I was prompted to provide a MFA code (from the Authenticator app) which I had not set up for that email address (and hence for which I did never receive codes). No alternative verification methods were available and hence the installation of Office 365 was blocked.

The certified reseller created a new tenant (*******) to assign my Office365 license to, but now I'm unable to add the domain ipius.be to this new tenant (I'm getting an error which states that this domain must first be removed from tenant.onmicrosoft.com, to which I never had access).

It also appears that the email address @******* has two accounts on Microsoft, a personal account which I can access and another account which I cannot access (due to never having received MFA codes). Trying recovery for that email address does also not seem to help, as it appears that Microsoft is only looking at the personal account (which has no problem).

My reseller has told me that he is unable to assist me in this matter.

Could you help me with the steps I should take to remove the ipius.be domain from the tenant ******* (or eventually how to regain control over that tenant)?

Thank you in advance!

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Moderator note: personal information (full e-mail addresses) removed

Answer 1

As this forum is a public platform, we’ve taken steps to help protect your privacy by removing your organization’s domain name from your message. To ensure your data remains secure, we kindly recommend avoiding the inclusion of personal or organizational details such as domain names or screenshots with sensitive information in future posts. 

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Hi @Joost Roelens, 

Welcome to Microsoft Q&A forum.  

Thank you for reaching out and for providing such a detailed explanation. I understand how challenging this situation can be, especially when you're trying to get started with your new Office 365 subscription. 

From what you've described, it sounds like the domain ip**.b* is already associated with a different Microsoft 365 tenant (likely the original one created during your first sign-up attempt), and you're now unable to add it to the new tenant created by your reseller. Additionally, you're unable to access the original tenant due to Multi-Factor Authentication (MFA) being enabled without your setup or access. 

Additionally, the Multi-Factor Authentication (MFA) prompt on the original account, which you did not configure, is preventing access to that tenant. Recovery attempts are only reaching your personal Microsoft account, which is not affected. 

To resolve this issue, you will first need to regain access to the original tenant by following the steps outlined below. 

Start by creating a new tenant account and use it to contact Microsoft Support for assistance. 
Sign in to the Microsoft 365 admin center using your new tenant credentials at admin.microsoft.com. 

• In the lower-right corner, select "Help & Support."
• Write the title like: "Regain access for only global admin" 
• Enter a brief description such as: “Unable to access original tenant associated with my domain due to MFA prompt. Requesting assistance to regain access or remove the domain from old tenant.” 

Follow the prompts to create a support request. 

• If you’re not an only administrator, you can simply reach out to your IT administrator and share the steps below so they can help reset your MFA settings for you.   

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …    

Once this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in. 

Then, proceed with recovering your original tenant to ensure full control over your account and associated resources. 

Microsoft support will guide you through the process of verifying your identity and domain ownership. Once access to the original tenant is restored, you will be able to sign in and manage the domain settings. 

Next, proceed with removing the domain from the original tenant to finalize the transition and maintain account integrity.  

After regaining access, you can remove the ip**s.b* domain from the original tenant via the Microsoft 365 admin center. This step is necessary before the domain can be added to another tenant. 

To remove a custom domain, we need to delete all addresses and accounts associated with it first. After that, we can proceed with removing the domain. 

To delete an alias email, you can follow the steps below: 

• In the Microsoft 365 admin center 
• Go to the Users > Active users page and select the user from the list. 
• Select Manage email aliases. 
• Select the alias you want to remove and select the remove (wastebin) icon 
• And then Save changes. 

After remove all the addresses and accounts associated with the domain that want to remove.  

• Go to Microsoft 365 admin center 
• Click on Settings>Domains 
• Click on domain want to delete 
• Click on "Remove domain" 
• The domain has been removed. 

Finally, associate the domain with your preferred tenant to finalize the setup and enable seamless account management.  

Once the domain has been successfully removed, you can add it to your new tenant if you wish to proceed with that setup. Alternatively, you may choose to continue using the original tenant now that access has been restored. 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.        

I hope this helps resolve the issue you're facing smoothly. I'm happy to assist and truly hope the information provided has been clear and useful. Please feel free to reach out anytime if you need further support. 

If you find this post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum.

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Answer 2

Dear Vy Nguyen,

Thank you for your great help. The only additional problem I'm running into is that the Microsoft 365 license was purchased through a partner and hence I can only contact this partner for support (and not Microsoft directly). However, this partner informs me that he can only operate within my current tenant (which he has newly created to allow delivery of my Microsoft 365 license) and cannot help with a reset of MFA for the email address that we suppose should be used to access the earlier tenant (to which I never had access). ANy further thoughts would be greatly appreciated!