DUPLICATE SUBSCRIPTIONS

Question

I am paying for 2 x subscriptions each month. I have a work/business account but cannot sign in to it

Answer 1

Hi Andrew ODonnell

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

From your description, I understand that you are being charged for two subscriptions each month and that you are unable to sign in to your work or business account.

To better understand the issue, could you please share a few more details:

• What Microsoft 365 subscriptions are you currently being charged for?
• What happens when you try to sign in to your work or business account? Do you see any error message? If there is an error message, could you please share the exact message or a screenshot with me via private message to help protect your personal information?

If the sign-in issue is related to multi-factor authentication (for example, the account is protected by Microsoft Authenticator and you no longer have access to the device, such as when switching to a new phone and there is no alternative authentication method), you may follow the steps below:

1.If there are other Global Administrators in your organization, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

2.If you are the only Global Administrator and are completely locked out of the tenant, you may need to contact Microsoft Support via phone: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to DataProtection team who could help you to regain access.  

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.  

3.In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround:  

-Create a temporary Microsoft 365 tenant using a trial license: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license. 

-Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account.    

-Click Help & Support > then choose Create a support request.     

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft. 

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.    

If your issue is different from the scenario described above, please feel free to provide more details so I can better assist you.

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