I lost access to my main admin account when trying to fix a DNS domain issue and now Microsoft says my account does not exist.

Question

I had lost email connectivity due to DNS issue and when trying to fix I lost access to my email. When I try to login it says my account does not exisit.

Answer 1

Hello @Amit Admin,

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

Based on the information you provided, it appears that you are experiencing an issue with your account after making changes to your DNS domain settings. When you attempt to sign in, the system now displays a message stating that your account does not exist. 

To assist you better, could you please share the specific domain name where you are currently experiencing this issue? This will help me check whether the domain settings may be affecting your sign-in experience.

In addition, may I confirm whether you have already tried signing in using an InPrivate window in Microsoft Edge or an Incognito window in Google Chrome?  

Finally, could you let me know which steps you took before the account became inaccessible? For example, any DNS changes, domain removal, re‑verification actions, or updates in the admin center. These details will help identify whether the issue is related to domain configuration, user account status, or something else.

Besides that, you can contact directly to our Microsoft Support team to check and run diagnostic tool from the back-end to regain access to your account. 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.       

Therefore, please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:   

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)     

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:       

What kind of problem are you experiencing?          

Answer: Authenticator          

What products do you use?          

Answer: Office 365 for business          

Is this for an education or company account?          

Answer: For companies          

Are you an administrator?          

Answer: Yes          

Are there any other administrators in your organization?          

Answer: No. I am the only admin in my tenant           

Do you need a... Service request?           

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.       

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.    

I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope.    

Please feel free to let me know when you have any update on this situation.

I am looking forward to hearing from you

Please feel free to let me know when you have any update on this situation.

I am looking forward to hearing from you

Answer 2

When sign-in suddenly starts saying an account “does not exist,” there are two main possibilities based on the provided guidance:

1. The email being used is not currently a Microsoft account
2. The Microsoft account tied to that email has been closed or deleted (for example, after long inactivity)

Take these steps in order:

1. Confirm whether the email is still a Microsoft account
   • Go to https://account.microsoft.com and enter the email address that used to be the admin/login.
   • If the message is:
     • “We couldn't find an account with that username.” or “That Microsoft account doesn't exist”:
       • The address is not an active Microsoft account.
       • Double-check spelling of the name and domain (for example, rachel vs rachael, .com vs .co.uk).
       • The account may have been closed. See the guidance under “The account may have been closed” in the article.
     • If a password prompt appears, the email is still a Microsoft account; in that case use the normal recovery paths below.
2. If the email is a Microsoft account but the password stopped working
   • Use the Recover your account flow: https://account.live.com/password/reset
   • Enter the email, phone number, or Skype name.
   • Choose where to receive the security code, then enter the code and set a new password.
   • If the username isn’t recognized, try any other alias or phone number that might be on the account.
3. If the username used to work but is no longer recognized
   • Follow the “My username and password have stopped working” steps:
     • Start with Recover your account and carefully verify the domain and spelling.
     • If you still see “We couldn't find an account with that username” after trying all possible aliases, use the Sign-in Helper tool referenced in the recovery articles.
4. If the account may have been deleted
   • If the account has not been used for more than two years, it may have been deleted and cannot be reopened. In that case, a new Microsoft account must be created and any services reconfigured to use it.
5. DNS/domain issues vs. account existence
   • DNS or domain misconfiguration can break email delivery and Outlook connectivity, but it does not by itself delete a Microsoft account.
   • First confirm whether the admin email itself still exists as a Microsoft account (step 1). Separately, troubleshoot the DNS/domain in the Microsoft 365 admin center (Setup → Domains → Check health) once access is restored.

If none of the recovery options recognize the email or any alias, and the system consistently reports that the account does not exist, the account is no longer available and cannot be recovered through support; a new account will be required.

---

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to check if your email address is a Microsoft account
• Find and fix issues after adding your domain or DNS records