Issues with a 365 sales trial and a subsequent onmicrosoft.com account

Question

Hi there

I have recently thought of trying a MS 365 sales trial and went through the procedure and sign in, including putting in card details. I got an onmicrosoft.com account in the process but it goes round in a loop and does not let me access anything.

I have since decided this is not what I need and what to cancel the trial - I have it until 25 March. However, when I got to my Microsoft account and under Subscriptions there is nothing there for me to cancel.

I am incredibly confused, can someone help me unpick this?

[Moderator note: personal info removed] 

Answer 1

Hi @Eevi-Helena Locke, 

Welcome to the Microsoft Q&A forum.  

Thank you very much for reaching out regarding your Microsoft 365 trial. I appreciate your patience and the details you provided. 
When you started the trial, Microsoft created a business tenant for you and issued a work/school account in the form …@<your‑tenant>.onmicrosoft.com. Business trials (including Microsoft 365 or Dynamics 365) are managed in the Microsoft 365 Admin Center, not in the personal Microsoft account portal. That’s why you don’t see anything to cancel under account.microsoft.com > Services & subscriptions.  

Below are two quick ways to make sure you won’t be charged after your trial ends on 25 March. Please follow the steps below: 

Option A - Turn off recurring billing (recommended) 

This prevents future charges but lets you keep using the trial until it expires. 

1. Go to https://admin.microsoft.com and sign in with your …onmicrosoft.com account (the one created during the trial).  
2. In the left menu, open Billing > Your products, select your trial product.  
3. 
4. Click Edit recurring billing (or Turn off recurring billing) and set it to Off; then Save.  
5. 

Notes: Some trials require a payment method and will auto‑convert to paid unless recurring billing is turned off in time. If a trial had no payment method, it simply expires at the end of the term.  

Option B - Cancel the subscription immediately 

If you prefer to stop now: 

1. Still in admin.microsoft.com, go to Billing > Your products and select the trial.  
2. Choose Cancel subscription and follow the prompts. Please make sure to save any data you want to keep before cancelling.
3. 

Option C - If you can’t sign in or you get stuck in a loop 

• Make sure you’re using the work/school (…onmicrosoft.com) account, not a personal Outlook/Hotmail account.  
• Try an InPrivate/Incognito window or clear your browser cache/cookies, then sign in again.  
• 
• If you’re the only admin and are locked out due to MFA or other issues, please contact Data Protection Team to regain access to the tenant. 

To proceed, please follow the steps below:  

You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

   

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:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

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 another administrator in your organization?        

You: No.        

 

+ 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 Data Protection team on behalf of your previous tenant.        

  

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.    

  

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 

  

I hope this information is helpful. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  
If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  
Thank you for your kindness and contributions to the forum. 

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