I have a new business subscription but am told the account doesn't exist when I try to log in

Question

I have a new business subscription and was initially able to log in. I tried to add in a new domain name and am now not able to access either the new business subscription account or my old domain email (which I asked to be deleted and the domain removed from the previous tenant).

I've tried calling the number for microsoft support but am directed to the admin centre, which I can't access because my account doesn't exist. I'm only able to write on here using another account I have.

Currently I'm not able to send or receive any emails for my business. I can't recover my email account with the old tenant.

Any help would be gratefully received. Please also share details about how to complain to Microsoft if possible.

Answer 1

Hi @Karen,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your Admin account. I understand how concerning and it can be to lose access to your Microsoft 365 tenant.

To ensure we resolve this securely, I have initiated a private message for your convenience and left a note there. At your earliest availability, please review that message so I can assist you more affectively.

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

Thank you for your patience and understanding throughout this process.

Answer 2

It sounds like you're experiencing issues with accessing your Microsoft 365 business account after attempting to add a new domain. Here are some steps you can take to resolve the issue:

1. Verify Account Existence: Ensure that you are using the correct email address associated with your new business subscription. Sometimes, users may have multiple accounts and may inadvertently try to log in with the wrong one.
2. Contact Microsoft Support: Since you mentioned that you cannot access the admin center, you should try calling Microsoft support again. When you call, you can follow these steps to reach the appropriate support team:
   • Press "1" to indicate you are a business email user.
   • Press "1" again for technical support.
   • Follow the prompts to explain your situation regarding account access and domain issues.
3. Use Alternative Contact Methods: If calling does not work, consider using the Microsoft 365 support page to submit a support request. You may need to provide details about your subscription and the issues you are facing.
4. Account Recovery: If you are unable to recover your old email account, you may need to involve the Microsoft Data Protection team. They can assist with verifying your identity and regaining access to your account.
5. Complaints: If you wish to file a complaint, you can do so through the Microsoft support channels. You can express your concerns during your support calls or through the support request forms.

Make sure to have any relevant information ready, such as your subscription details and any error messages you receive, as this will help expedite the support process.

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References:

• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A