I lost access to Admin account. Failing automated recovery options!

Question

I purchased a M365 account a few years ago using a comcast email account I created to manage the accounts. Unfortunately, I dont actively use the account. Comcast (Xfinity) closed the account last year, along with a bunch of others and they no longer offer emails if you dont already have one. So basically, when I try to get back in, verification goes to a non-existent email.

Using the recovery options, unfortunately, I dont remember all the details so I am unable to verify using the automated system. However, my credit card is still getting charged and I can't manage the subscription. Is there a higher tier of support that I can talk to to resolve this? I have tried the automated verification and each time I get a response that it was not able to validate and I am still stuck.

How do I escalate this issue? I need a creative solution since the solution provided is always to email and provide information but I always get a response saying that it was unable to verify. So I need a different solution please!

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Moved from: Microsoft 365 and Office | Other

Answer 1

Hello @Clifford Richardson,  

Thank you for reaching out to the Q&A forum! 

I truly appreciate the effort you’ve put into trying to recover your account. I understand how important this issue is for you. I’ve carefully read your concern, but I’m a bit confused about some details.  

Before I can guide you toward the right solution, could you please clarify the following points: 

1.You mentioned an admin account; could you confirm detail subscription you purchased?

2.You said you used a Comcast (Xfinity) email address as the admin account. Typically, when creating a work account, the domain often ends with (.onmicrosoft.com). Do you remember if you had such an account? 

This is very important if you need to reach out to the support team. 

3.Also, could you please provide the exact email address of the admin account you referred to?  

Account issues can be tricky and involve security protections, especially when a third-party email is involved. That’s why I need these details to guide you on how to contact the appropriate support team. 

Looking forward to hearing from you.

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