Can't authenticate when attempting to log into my Volume License Account

Question

I have a volume license account that requires authentication, but I no longer have access to the phone number associated with it. Every time I try to create a support ticket, I'm prompted to authenticate with this outdated phone number. When I call support, it sends me to the same links that want me to authenticate with the old number. I'm stuck in an infinite loop. I'm willing to wait for the 30 days, but I can't create a support ticket.

Answer 1

Because sign-in is blocked by the old phone number and a support ticket cannot be opened from the affected tenant, recovery must go through Microsoft’s volume licensing and data‑protection support channels outside that sign-in loop.

Use these steps based on the provided guidance:

1. Use the dedicated Volume Licensing support path (no sign-in required)
   • Go to the online VL support request form: online support request.
   • Under Product or service you need help with, select the appropriate agreement type (for example, Enterprise Agreement).
   • Under Which category best describes the issue, choose the closest match (for example, sign-in or account access).
   • Under Types of Support, select Professional No Charge.
   • Provide your location, time zone, and preferred contact method (phone or email).
   • In the description, clearly state that you are locked out of the volume licensing profile because MFA/verification is tied to an old phone number and you cannot open a ticket from the tenant. Include your VL agreement number(s) and any License ID if available.
   • Submit the case. Support will respond by phone or email, typically within 24 business hours.
2. If online submission fails, contact Volume Licensing support by phone
   • Use the Volume Licensing Support phone option for your region: Microsoft Volume Licensing Support or the Volume License Key Phone numbers page if applicable.
   • When connected, explain that:
     • This is a volume licensing account issue.
     • Sign-in is blocked because the verification phone number is no longer accessible.
     • You cannot create a support ticket from the tenant because every path requires that same phone-based verification.
   • Ask the agent to open a Volume Licensing / Data Protection case on your behalf and to help reset or update the security/MFA information for the VL profile.
3. If the VL profile is tied to a Microsoft 365 admin center account you cannot access
   • If you are a VL admin but cannot access the Microsoft 365 admin center at all, use the same online support request link above instead of the in-portal “Help & support” flow, which requires successful sign-in.
   • Provide:
     • Old sign-in ID (the account currently tied to the VL profile).
     • Any new Microsoft Entra ID or contact account you can use for communication.
     • VL agreement numbers and the email address listed on the licensing agreement.
   • Request that Volume Licensing Support and/or the Data Protection team update your security info or issue a new VL profile mapped to a reachable account.
4. If a partner or reseller is involved
   • If licenses were obtained through a CSP partner, that partner can open a service request with Microsoft on your behalf. Provide them with your agreement and tenant details and specify that you are locked out due to an obsolete phone number used for verification.

These paths avoid the normal sign-in/MFA loop and route the case to teams that can verify identity and adjust the account or profile so that authentication can be reconfigured.

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References:

• Contact volume licensing support
• Sign in to the Microsoft 365 admin center for volume licensing
• Get support for Microsoft 365 for business
• Which support portal should I use?
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