Lost access to 365 Business Standard

Question

Greetings, in November 2025 I have purchased a 365 Business Standard subscription for our startup business. Subscription ID [Moderator note: personal info removed]. I did complete part of the setup and resumed it after two weeks. When attempting to login the Authenticator was giving a wrong code, the office phone was removed and I had no way to login as the system was directing always to Authenticator, despite using the alternative email. At that point I did delete the Authenticator and reinstalled a new one hoping to get it right, big mistake, still it didn't work. As per today I have been contacting Microsoft support in many ways, but when it comes to real support nothing at all, just addressing me from one place to the other. Totally disappointed of Microsoft after sales support, basically not existing. Believe it or not I had to subscribe to a new 365 Business Standard trial to submit this question. In short, I'm looking at how to reset the subscription for me to start again. Please advise

Answer 1

Hello @Claudio Ferlan

Welcome to Q&A forum!

To ensure I fully understand the issue you’re experiencing, I’d like to confirm a few details:

• In this case, may I confirm whether you are the global administrator of this tenant?
• Are there any users in your tenant who have already been assigned the Global Administrator role?

In this situation, if you are the only global admin of this tenant, you can try step 1 and 2 to get support from Data Protection Team. 

Since this is a complex issue related to your account and may require assistance from our backend engineering team, please be patient and carefully follow the steps I’ve provided.

 

1. Contacting Microsoft Data Protection team by phone support

Based on the details you have shared. It seems that you are in a difficult situation with your Microsoft 365 account and administrative access.     

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.     

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.

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

*(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes  

If your organization's Office 365 Business subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

Please try 2 or 3 times until you can reach out to an agent.

*

2. Another work around

If you still cannot reach an agent, there is a workaround since you have created a trial subscription. Once it is set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues 

Ticket Support: In the Microsoft 365 Admin Center->Support->Help & Support. You can raise support ticket In Microsoft Admin Center by this link:

https://admin.microsoft.com/#/support/requests

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

Please let me know if I can do anything more for you!

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Answer 2

I have just rejected an answer by AI, useless

Answer 3

Dear @Alina-Le Thank you for your question. Affirmative, I'm the only global administrator, at the time of setting up I didn't assign any other