Orphaned Microsoft 365 tenant still billing - cannot cancel subscription

Question

I have an orphaned Microsoft 365 tenant that continues to renew. The original Global Admin account was deleted and the tenant no longer exists. There is no way to access the Microsoft 365 Admin Center to cancel the subscription. Subscription details:

• Product: Visio Plan 2
• Organization name: [Moderator note: personal info removed]
• Billing profile: [Moderator note: personal info removed]
• Renewal date: March 11, 2026
• Primary Tenant ID: [Moderator note: personal info removed]

I am still receiving renewal emails (latest on February 9, 2026) at [Moderator note: personal info removed]. Self-service cancellation is impossible.

I need Microsoft Billing to manually cancel this subscription and disable recurring billing.

Answer 1

Important Note on Privacy: As this is user to user support forum; to protect your personal information, I have redacted your sensitive details from your previous reply.

Dear @Felipe Vera, 

Thank you for posting your question in the Microsoft Q&A forum.   

As a moderator, I don't have the tools to investigate your specific account directly because this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. However, I will try my best to guide you as clearly as possible.    

In this situation, I have outlined two specific ways to contact the Microsoft Billing Team. They are the only department with the necessary tools to verify your tenant permissions, investigate the account status, and process a subscription cancellation. 

Please help me try both options immediately to reach them as quickly as possible. This is the way to ensure your subscription is cancelled before the next renewal date. 

Option 1: You might need to contact Microsoft Billing Team via phone service number via this link: Customer service phone numbers - Microsoft Support.  

The biggest goal is to get past the IVR (automated system) to a live agent and emphasize this critically important security factor. Please help me try this script as below, this is a script commonly used for authentication issues to bypass the IVR, but you can try it to see if it helps you get through the system. Please help me speak loudly, only keywords, clearly, and patiently waiting for the machine to respond. First, when you call the hotline, they will ask you what kind of problem you are struggling with.   

Answer: Authenticator.  

A: What products do you use?  

B: Office 365 for business.  

Verification: Education or company account?  

B: For companies  

A: Are you an administrator?  

B: Yes.  

A: Are there any other administrators in your organization?  

B: No.  

A: I need one.... Service request?  

B: Yes  

When you reach out to real agent, they will be able to create a ticket for you under the affected tenant and then transfer this ticket to Microsoft Billing Team.   

Option 2: Create a new tenant with trial subscription to access and submit a ticket in Admin Center. 

If you still can't get through to a real person for help, help me try this: 

Register for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary Global Admin account so you can log in to the Microsoft Admin Center. Once you're in, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

How to Submit the Support Ticket in Admin Center: Get support - Microsoft 365 admin | Microsoft Learn 

Once you have successfully reached the Microsoft Billing Team, please prepare any documentation that can verify your permissions (your invoice, tenant ID...); they will assist you in cancelling this subscription. 

I am standing by to assist with any information. If you have any questions or require further clarification, do not hesitate to reach out. 

Looking forward to your response!  

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