I can't log in to change my payment method

Question

Hello,

I need to change the payment method on my Microsoft 365 Business account because my credit card has expired. I'm the only administrator. Unfortunately, I can no longer log in to my account because the only option for multi-factor authentication is to use the authenticator app. The authenticator app doesn't work for logging in because the app has been deleted. Is it possible to reset MFA through support? I can't access business support because I would have to register for it again, so I'm trying to get help using a personal account here.

Thank you!

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Moved from: Windows for business | Windows 365 Business

Answer 1

Hello @Lukas Wegscheider,  

Thank you for posting your valuable question on Microsoft Q&A forum.   

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared.  

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

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

B: Yes   

If your organization's Office 365 Business/Education 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 understand 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.   

I hope Data Protection team can successfully revoke your access. 

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

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Answer 2

To change your payment method on your Microsoft 365 Business account, you will need to regain access to your account since you are currently unable to log in due to the multi-factor authentication (MFA) requirement. Here are some steps you can take:

1. Contact Microsoft Support: Since you are the sole administrator, you can reach out to Microsoft Data Protection Support by phone. Explain your situation and request to reset your MFA. You can find the customer service phone numbers for your region on the Microsoft support website.
2. Use the IVR System: When calling, navigate through the automated system by selecting options that indicate you are a business user and that you need technical support. Be clear that you are the only administrator and that you cannot access your account due to the MFA issue.
3. Create a Trial Account: If you are unable to reach support through the hotline, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket requesting assistance on behalf of your previous tenant. Remember to cancel the trial subscription once your issue is resolved to avoid any charges.

These steps should help you regain access to your account and allow you to change your payment method accordingly.

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References:

• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A