Lost admin access, account is past due but cant login to update cc information

Question

I attempted to login to update the cc info on the auto pay and I lost admin access.

How can I get access to my account?

Answer 1

Hi @Teri Nelson,

Welcome to Microsoft Q&A forum.  

I understand that while attempting to update your credit card information for autopay, you lost admin access to your Microsoft 365 account.

To help you address your issue, please follow the steps below:

1/ Contact other IT admins

If there are other IT administrators in your organization, please reach out to them for assistance. They can help reset the MFA (multi-factor authentication) for your account by following the steps outlined in the Microsoft article: Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account. After completing these steps, you should be able to regain access to your admin account and update your credit card information.

 2/ Contact Microsoft Data Protection Support by phone

Based on the situation, your issue may involve your billing profile or subscription records. These need to be verified by Microsoft’s Billing team to ensure everything is correctly linked.

If you are the only admin for your tenant, the best next step is to contact the Billing team directly. You can reach them through Microsoft’s Global Customer Service numbers here: Customer service phone numbers - Microsoft Support. 

3/ Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Billing team on behalf of your previous tenant.        

 

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

 

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support.

You can follow steps in Get support for Microsoft 365 for business.

 

We truly appreciate your understanding as we do our best to support you here. Please note that our ability to assist with billing-related issues in this forum is limited, as we don’t have access to the secure, account-specific tools needed to make changes to payment methods or view subscription details. 

 

I hope this information helps. Please try the steps and let me know whether they resolve the issue. If the problem persists, we can work together to find a solution.  

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources. 

Thank you for your kindness and for contributing to the forum.   

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