2 Accounts Created. 1st Restored and I want to keep it and delete 2nd. First never authenticated.

Question

Hi...

I initially created my first account, [Moderator note: personal info removed] on January 13, however I had problems with authenticating. The next day I opened a new account, [Moderator note: personal info removed]. The difference IN for the first account and N for the 2nd account. I want to keep the restored account (first one - [Moderator note: personal info removed]) and close the 2nd one. ([Moderator note: personal info removed]). However, I can't sign in into the first account, because it was never authenticated.

I'm not able to speak to a human and I have no idea regarding who is my "global admin".

I'm not great with technology. I can follow an email communication instruction if it's "broken down."

Thank you,

[Moderator note: personal info removed] 

[Moderator note: personal info removed] 

Answer 1

Hi @Johnna M Young,   

Thank you for posting your question in the Microsoft Q&A forum, 

Regarding the issues you’re experiencing with your Microsoft 365 accounts. I truly appreciate your patience and the details you provided. 

At the moment, the priority is helping you regain access to your first account. The email address you used on January 13 automatically became the Global Admin, which is the only profile allowed to manage or close a Microsoft 365 organization. Since the initial authentication for that account wasn’t completed, the system now prevents you from signing in. 

In this case, I strongly recommend contacting the Microsoft Data Protection Team. They are the dedicated team that helps verify your identity, recover Global Admin access, and restore control of your organization when normal login or recovery steps no longer work. 

After you submit the form, a live agent will contact you, complete the verification process, and assist you with recovering the first account. Once access is restored, they can also guide you through reviewing your subscriptions and safely closing the second account. 

As part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting. 

Since you are the sole Global Administrator for the tenant, please follow the steps below to complete the account recovery process and regain access. 

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

Option 2: Use the second tenant to submit a support ticket (Alternative Method) 

If you are able to sign in to the Admin Center of your second account, you can also submit a support ticket directly from there. Even though the ticket is created under the second tenant, the support agent can still help escalate your case to the Microsoft Data Protection Team so they can assist you with recovering the first account. 

To do this, please: 

• Sign in to the Microsoft 365 Admin Center with your Microsoft administrator account.  
• On right bottom corner click on "Help & support"     
• 
• After that choose the "Contact support".    
• 
• Describe your issue and request to speak with a live agent. You may be offered options for chat or call depending on your region and support availability. 

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 but we’ll continue doing our best to support you within the scope of our responsibilities.    

   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my 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

To resolve the issue of wanting to keep your first account (Living In Wellness LLC) while deleting the second account (Living N Wellness LLC), you will need to follow these steps:

1. Identify Your Global Admin: Since you mentioned you don't know who your global admin is, you may need to reach out to someone in your organization who has administrative privileges. If you are the only global admin, you may need to contact the Azure Data Protection team at +1 866-807-5850 for assistance.
2. Account Authentication: Since your first account was never authenticated, you will need to work with your global admin or the Azure Data Protection team to reset the password or authenticate the account. You can also check if you can reset your password using security information if it was set up by your global admin.
3. Delete the Second Account: Once you have access to your first account, you can proceed to delete the second account. If you need help with this process, you can ask your global admin for assistance.

If you are unable to resolve the issue through these steps, consider creating a support ticket without signing in to get further assistance.

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References:

• Troubleshoot sign-in issues and account access problems
• Reset your password using security information