Can't login to MS 356 Business Basics Account

Question

Hi,

Urgent help required please.

I can't login to my MS 365 Business Basics account. My business credit card has expired so I clicked onto the email link to resubmit the new information to continue the direct debit, which asks me to login. However when I try to login, I'm asked to submit the code from MS Authenticator, which doesn't arrive.

I have changed my phone since last logging in, but have setup the new account on the Authenticator app on the new phone, though it doesn't appear to be connected correctly. Whenever I try to setup anything on the app it asks me to approve the Authenticator code, which again doesn't come, so I'm stuck in this vicious cycle.

I've called Microsoft business support multiple times but the automated service can't help. I've reset my password using the aka.ms/sspr link, but this has not solved the Authenticator problem, hence I'm still unable to login.

Authenticator seems to be working correctly for the other two accounts I have connected to it, just not this one.

Any help appreciated!

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Moved from: Microsoft 365 and Office | Other

Answer 1

Hi Phoebe, thanks very much for your reply - you have no idea how good it feels to have a human actually answer.

I've tried calling the Microsoft support line for my country (UK) but the automated line doesn't behave as you suggest - if I don't answer the automated prompts, it says "I cannot assist you unless you provide this information" and then hangs up and tells me to go online.

There is no option to key in a number or anything.

If I do answer 'business' and 'technical support' the same thing happens and it hangs up after saying 'thanks for calling Microsoft'. It's quite unbelievable.

Answer 2

Hello @Simon H

Welcome to the Microsoft Q&A Community! 

Thank you for contacting us.

As a forum moderator, although I don't have direct access to your tenant details to help you with the lockout, I want to ensure you have a reliable path to reach the appropriate team and move your case forward.  

Please follow the guidance below when contacting Microsoft Data Protection Support and submitting a service request. 

Section 1. Calling the Support Hotline 

1. Depending on your country or region, when you dial the support number you may first hear an automated introduction for approximately 30 seconds. For example, you may hear a message suggesting a website to visit. You do not need to take action during this introduction. 
2. After the introduction, wait for the menu options to begin. 
3. When prompted, press 1 for business email users. 
4. When prompted again, press 1 for technical help. 
5. If the call disconnects or the queue is at capacity, please try again at a different time of day. 

Section 2. Call Timing and Availability 

1. To increase the likelihood of reaching an agent, please attempt to call two to three times during the work week. 
2. If your first attempt is unsuccessful, try again at a different time window, for example early morning or mid afternoon in your local time zone. 
3. If you reach the automated system repeatedly without being placed into a live queue, allow the message to complete before making your selections to ensure proper routing. 

*Section 3. What to Prepare Before You Call *

Having the following information ready will help the agent identify your tenant and expedite verification: 

1. Your primary sign in email address and the affected domain name. 
2. Your tenant ID if known. 
3. A brief summary of the issue, including the date and approximate time when the problem began, any error messages, and steps you have already tried. 
4. Confirmation of your role in the tenant, for example global administrator or user. 
5. If relevant, the name of your partner or reseller and your customer agreement or subscription details. 
6. A callback phone number and an alternate email address where you can be reached if you are unable to sign in. 

Section 4. After Your Support Ticket is Submitted 

1. After you or the phone agent opens your ticket, it may take time for assignment due to current case volumes. 
2. Please allow approximately five to seven days for your ticket to be assigned to a specialist. 
3. Once assigned, the Data Protection team will contact you directly. They may request identity verification, information about domain ownership, or additional logs or screenshots. 
4. Keep your ticket number for reference and use it in all follow up communications to avoid delays. 
5. If you do not receive an update within the expected window, follow up on the same ticket rather than creating a new one. 

Section 5. If Your Subscription is Managed by a Partner or Reseller 

If your Microsoft 365 Business or Education subscription was purchased through a partner or reseller, contact the reseller’s support desk and ask them to open a Microsoft service request on your behalf. 

*Section 6. Alternative Path if You Cannot Reach a Support Representative *

If you are unable to successfully reach a representative after multiple attempts: 

1. Create a new tenant by signing up for a Microsoft 365 trial subscription using Microsoft’s plan comparison page. 
2. Complete the trial tenant setup and sign in to the Microsoft 365 admin center with the new tenant’s global admin account. 
3. From the admin center, open a support request. In the description, clearly state that you need assistance with your original tenant and you are unable to access it to create a ticket. Include the original tenant’s domain name and any relevant verification details. 
4. After the original issue is resolved, cancel the trial subscription to avoid charges. 

Section 7. Tips for Data Protection and Identity Verification 

1. Be prepared to confirm domain ownership. The team may ask you to add a temporary DNS TXT record or provide documentation that proves your control of the domain. 
2. Have a government issued identification document available if requested as part of identity validation. 
3. Use a reachable phone number and alternate email address not tied to the locked account to receive updates. 
4. If you are the global administrator and locked out due to multifactor authentication, note that the team may require additional verification steps before resetting or removing multifactor methods. 
5. Keep a concise timeline of events and actions taken. This helps the agent quickly assess the situation and reduces back and forth. 

Section 8. Recommended Wording When Speaking to the Agent 

1. State your role and the tenant domain. 
2. Summarize the issue in one or two sentences. 
3. Indicate that you have already attempted to follow self service steps and that you require assistance from Data Protection or account recovery specialists. 
4. Provide your contact details and confirm the best time and method for follow up. 

Example: "My name is [Full Name]. I am the [Role, for example Global Administrator] for the tenant using the domain [yourdomain.com]. I am unable to access the tenant due to [brief issue summary, for example multifactor authentication loop after device change]. I have attempted self service recovery without success. I need assistance to verify my identity and regain access. You can reach me at [phone number] and [alternate email]. Thank you." 

I hope the given information is clear and will help you with the issue. 

Feel free to correct me if there are any misunderstandings and let me know how it goes. 

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If you have extra questions about this answer, please click "Comment".  

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Answer 3

To regain access to your Microsoft 365 Business Basics account, you can follow these steps:

1. Contact Microsoft Support: Since you are the sole administrator and are experiencing issues with the Microsoft Authenticator app, it's essential to reach out to Microsoft Data Protection support directly. You can do this by calling their customer service hotline. When prompted, make sure to specify that you are having issues with the Authenticator and that you are the only admin on the account.
2. Use a Temporary Account: If you are unable to reach support through the hotline, consider creating a new trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket regarding your locked account. You can sign up for a trial subscription and then follow the prompts to create a new tenant. Once set up, navigate to the Admin Center, go to "Help & Support," and submit a ticket explaining your situation.
3. Reset Multi-Factor Authentication (MFA): If you have access to another admin account, you can reset the MFA settings for your account. If you are the only admin, this step will need to be handled by Microsoft support.
4. Check Alternative Sign-in Methods: If you have any alternative sign-in methods set up (like SMS or email), try using those to log in instead of the Authenticator app.
5. Be Prepared for Verification: When contacting support, be ready to verify your identity and administrative rights for the locked tenant. This may include providing your account email address and any relevant error messages.

These steps should help you regain access to your account. If you need further assistance, don't hesitate to reach out to Microsoft support again.

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References:

• 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
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Got a new phone, and can't access my Microsoft Authenticator app from the old phone. Locked out of the account. Business down. - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A