My new 365 Business account has disappeared

Question

Hi,

Today I signed up and paid for 365 Business plan. I used the fallback business email address (my-name@mydomain.onmicrosoft.com) to buy it. I logged in with this email, bought a new domain name and setup a new email address for myself with the new domain name (myname@newdomain.com).

During the process I was asked to log out. Now I cannot log back in. I tried all the username and password and account recovery methods. I called the phone support. The automated support agent said the account doesn't exist. Nothing works. I keep getting the error that my account does not exit/is not found.

The new domain has been successfully registered. I have paid for it.

I am the owner of the 365 business account and the only admin. Please help!

Answer 1

Hi @Tripti Abraham,

Welcome to Microsoft Q&A forum.

Thank you for reaching out and for sharing the detailed information of your experience. I can totally understand how disruptive it is to be locked out right after you paid for the subscription and set up especially when it blocks email and admin access.

Based on what you described, this often happens after a new tenant adds and verifies a custom domain. When the admin sign in name is updated from the original onmicrosoft.com address to the new custom domain address, Microsoft signs you out, and the old onmicrosoft.com sign in can look like the account no longer exists.

Please try this quick check first.

1. Open an InPrivate or Incognito browser window.
2. Go to admin.microsoft.com and sign in using the new admin username, for example ******@newdomain.com, with the same password you originally set.

To better assist, please check the private message session I have initiated:

1. In your thread, you will see a banner regarding ongoing private message. 

2. Click View messages. 

I hope this information is helpful. Please follow the steps above and let me know if it works for you. If not, we can continue working together to resolve the issue.  

Thank you for your patience and understanding. If you have any questions or need additional assistance, please don’t hesitate to reach out so I can continue to support you. If you found the response useful, please consider marking it as accepted, as this may help other community members who are looking for similar guidance.  

I look forward to continuing the conversation.   

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Answer 2

Thanks for the help! The issue is resolved.