Recently purchased MS365 Business Plan but cannot access

Question

Recently purchased MS365 Business Plan but cannot access

Kelley Brakstad 0

Hello support, I tried signing up for MS 365 with teams. I believe the charge was $150 before tax. I receive d an email with verification and even an email to access the apps. However the access link does not work, when I click on it, it sends me to the admin page for another outlook email that won't have a license.

Lastly, when I checked my bank account the charge has not gone through. I need help with my account and sorry a robot will not do!

Please someone help?

p.s. I have a subscription already for personal MS365 which will expire in a couple of months. I was looking for this to replace the personal subscription as I need Teams to deliver training to an organization. But I need Teams immediately and can't wait for the renewal.

Mukesh D 30

It sounds like the new Business subscription didn’t properly link to your account, which is why the access link is sending you to the wrong email.

A few things you can try while waiting for support:

•	Make sure you’re signing in with the same email you used to purchase the Business plan, not your personal MS365 account.

•	Try using a private/incognito browser window to avoid cached login info causing the redirect.

•	Check your Microsoft admin center (if prompted) to see if a license is assigned to your email. Sometimes you need to manually assign the license to your account before you can access Teams.

•	Since the bank charge hasn’t gone through yet, it might still be pending while Microsoft sets up your subscription, so don’t worry about duplicate charges yet.

Kelley BRAKSTAD 0 Reputation points

2026-02-18T13:25:37.1433333+00:00
@Mukesh D thank you for the follow up. A relief to see that someone is responding even if you aren't 'customer service' per se. To your answer, the first point, I made sure. Your second, I tried this tactic already earlier in the process. Your third point, it looked assigned, but I did see a place where you can 'manually' assign the license to my account. Third, the charge is normally immediate as it's direct from my bank account and I had a notification about the charge.

In any case, I ended up following the directions to set up a trial option. This did work but how I need to know how I can delete the account that isn't working. There's no point spending all that time setting up a trial option just to do it over again IF the original one magically does work as I can't seem to get it resolved with a human.

Super appreciate your help on this.

3 answers

Your answer

Mukesh D 30 Reputation points

2026-02-18T01:06:46.9366667+00:00

It sounds like the new Business subscription didn’t properly link to your account, which is why the access link is sending you to the wrong email.

A few things you can try while waiting for support:

• Make sure you’re signing in with the same email you used to purchase the Business plan, not your personal MS365 account. • Try using a private/incognito browser window to avoid cached login info causing the redirect. • Check your Microsoft admin center (if prompted) to see if a license is assigned to your email. Sometimes you need to manually assign the license to your account before you can access Teams. • Since the bank charge hasn’t gone through yet, it might still be pending while Microsoft sets up your subscription, so don’t worry about duplicate charges yet.
Kelley BRAKSTAD 0 Reputation points

2026-02-18T13:25:37.1433333+00:00

@Mukesh D thank you for the follow up. A relief to see that someone is responding even if you aren't 'customer service' per se. To your answer, the first point, I made sure. Your second, I tried this tactic already earlier in the process. Your third point, it looked assigned, but I did see a place where you can 'manually' assign the license to my account. Third, the charge is normally immediate as it's direct from my bank account and I had a notification about the charge.

In any case, I ended up following the directions to set up a trial option. This did work but how I need to know how I can delete the account that isn't working. There's no point spending all that time setting up a trial option just to do it over again IF the original one magically does work as I can't seem to get it resolved with a human.

Super appreciate your help on this.

Answer 1

Thank you for your response. Here is mine in return with a follow up question.

This did not provide a solution. It is unknown from my end if this was the issue. Admin area doesn't show reasons.
I had already accessed the admin page and this was of no help
I tried multiple times to contact support, which is virtually impossible. I realize millions of people use your products but not being able to get a hold of someone really is poor customer service. I called several times, the bot would not put me through to a human and sometimes the call would just end with no reason. By the way I was so desperate to find help, I almost got scammed by a website that looks exactly like Microsoft. Seriously, you don't have anyone at Microsoft working on bringing these sites down?
I created a trial option, this worked and it's all set up.
There were no additional instructions so this did nothing to resolve my issue as all emails indicated that I should have access.

The follow up question is now that I set up a trial option that does work, how can I delete the account that isn't working. There's no point spending all that time setting up a trial option just to do it over again IF the original one magically does work as I can't seem to get it resolved with a human.

Thank you in advance

Answer 2

Kha-N 8,255 Microsoft External Staff Moderator

Hi @kelleybrakstad,

Welcome to Microsoft Q&A, and thank you for reaching out.

Please note that Q&A forum is peer to peer support only. No one here is able to access to your M365 business account.

Based on your description, could you please confirm whether you’ve received any emails related to domain setup on successful purchase? Have you been able to sign in to the Microsoft 365 admin center using the email address provided by Microsoft? If possible, feel free to share a screenshot of the email via the private message I sent.

Update: you can also consider checking Mukesh D response, as their troubleshooting steps closely align with mine.

Looking forward to your response.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Kelley BRAKSTAD 0 Reputation points

2026-02-18T13:27:31.8433333+00:00
@Kha-N thank you for the follow up. Yes I realize this is a forum, I have been unsuccessful to reach anyone at Microsoft.

I followed up with Mukesh and instead of wasting everyone's time to try and resolve the original account, as the trial option works and is completely set up, I just now want to delete the original.

Would be grateful to know how to take these steps and then just move on!

With many thanks
Kha-N 8,255 Reputation points Microsoft External Staff Moderator

2026-02-19T07:23:34.7766667+00:00

Hi @kelleybrakstad,

Thank you very much for your response.

May I please confirm whether you when you access the Microsoft 365 Admin Center using the previous account, it looks similar to this:

If yes, you can cancel the previous subscription by signing in to the Admin Center and navigating to Billing > Your products, then selecting the ellipsis (…) next to the subscription> Cancel subscription.

If you are unable to access the Admin Center or it look different than this, there is unfortunately not much you can do from a self‑service perspective. In this case, the account will eventually expire on its own since no payment was completed. Any further action would need to be handled by Microsoft Support directly.

If you want to be sure, you may contact Microsoft Support through the Admin Center of your trial account to request assistance with removing the previous tenant. You may also consider reaching out to your bank to ensure that no pending or unexpected charges are processed for the original account.

I hope this helps.

Answer 3

It sounds like you are experiencing issues accessing your Microsoft 365 Business Plan after signing up. Here are some steps you can take to resolve the situation:

Check Your Account Status: Ensure that your subscription was successfully activated. Since you mentioned that the charge has not gone through, it is possible that the subscription was not fully processed.
Accessing the Admin Page: If the link you received is directing you to the admin page of a different account, make sure you are logged into the correct Microsoft account associated with your new subscription. You may need to log out of any other accounts and try accessing the link again.
Contact Support: Since you mentioned that you prefer not to deal with automated systems, try to reach out to Microsoft support directly. You can find the customer service phone numbers for your region on the Microsoft support website. Explain your situation to a representative who can assist you further.
Trial Option: If you need immediate access to Teams, consider signing up for a trial of Microsoft 365, which might allow you to access Teams while you resolve the issue with your purchased subscription.
Check Email for Instructions: Sometimes, the email confirmation includes specific instructions or links that you need to follow to complete the setup. Make sure to review that email carefully.

If you continue to face difficulties, please provide more details about the error messages or issues you encounter, and I can assist you further.

References:

Kelley BRAKSTAD 0 Reputation points

2026-02-18T13:18:00.1533333+00:00

Thank you for your response. Here is mine in return with a follow up question.

This did not provide a solution. It is unknown from my end if this was the issue. Admin area doesn't show reasons.

I had already accessed the admin page and this was of no help

I tried multiple times to contact support, which is virtually impossible. I realize millions of people use your products but not being able to get a hold of someone really is poor customer service. I called several times, the bot would not put me through to a human and sometimes the call would just end with no reason. By the way I was so desperate to find help, I almost got scammed by a website that looks exactly like Microsoft. Seriously, you don't have anyone at Microsoft working on bringing these sites down?

I created a trial option, this worked and it's all set up.

There were no additional instructions so this did nothing to resolve my issue as all emails indicated that I should have access.

The follow up question is now that I set up a trial option that does work, how can I delete the account that isn't working. There's no point spending all that time setting up a trial option just to do it over again IF the original one magically does work as I can't seem to get it resolved with a human.

Thank you in advance

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Recently purchased MS365 Business Plan but cannot access

3 answers

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