How to recover my Business account with new email

Question

The email it’s asking for me to login into my business account no longer exists. I have a new email to enter but it won’t let me

Answer 1

Dear @Donna Winesett,
Thank you for reaching out to Microsoft Q&A forum.
I’m truly sorry to hear about the issues you're facing with your business account. I understand how crucial it is to regain access to your organization's Microsoft 365 services, and I’m here to provide as much guidance as possible.

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. 

Since you haven’t specified your exact account type, I’ll assume that you’re using a Work/Business account managed by an organization. Here are the steps you can take:

1.Check for Another Global Admin Account

• Does your organization have another global admin account, or is this the only one?
• If there is another global admin account, ask the owner of that account to help you regain access to your business account.

2.If You Are the Sole Global Admin

If you are the only global admin in your organization, unfortunately, you won’t be able to resolve this issue on your own. As a forum moderator, I cannot bypass security protocols or make any changes to your account. In this case, you will need to reach out to Microsoft’s Data Protection Team directly for assistance. This team has the tools and expertise to verify your identity and help restore access to your account.
The best way to do this for a business account is by phone. You can follow this article to check global customer support phone number from your region. 

Customer service phone numbers - Microsoft Support 

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: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Account recovery

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 the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes 

You might need to repeat this process a few times to get through to a live representative, but it should ultimately connect you to the right support.

I truly hope you get your issue resolved swiftly. Please know that even though I can't directly intervene, directing you to the correct, specialized support is the most effective help I can provide from my position. Thank you for your patience and understanding. Don’t hesitate to reach out if you need further assistance. I’m looking forward to hearing from you.

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Answer 2

To recover your business account when the email it’s asking for no longer exists, you will need to contact Microsoft support for assistance. Since you have a new email, you may not be able to log in directly to your account. Here are the steps you can take:

1. Contact Support: Reach out to Microsoft support via their hotline or through their support page. Explain your situation and provide them with your new email address.
2. Provide Verification: Be prepared to verify your identity and administrative rights for the locked account. This may include answering security questions or providing information about your account.
3. Create a Trial Tenant: 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 raise a support ticket directly from there.
4. Follow Up: After submitting your request, follow up with support to ensure your issue is being addressed.

These steps should help you regain access to your business account with your new email address.