Can't login into my business account

Question

I am stuck and I cannot login into my business account for a couple of weeks. I have changed my phone so the two step authentication stopped working and is only asking for a confirmation code as well as my browser login is asking the same. I can reset my password - did it a couple of times but get stucked on the two stepped authentication again. I cannot even get any support because you need to be logged in. When I call support by phone or chat still a dead end. Can you help me solve this?

P.S. I cannot even unsubscribe because I cannot log in

Answer 1

Hi @Stoyan Kazakov and I’m really sorry to hear how frustrating this situation has been for you.  

You mentioned that you’re unable to unsubscribe as well, which usually suggests that you’re the person who originally set up the subscription and that this account holds the administrator role. Could you please confirm whether you are the only admin on this tenant? 

If this is indeed a scenario where your only administrator account can’t complete multi‑factor authentication after changing phones, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.  

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 

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. 

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account. 

If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes: This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. The resolution time might be longer as you are contacting support from a different tenant. Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.   

I hope this information helps you take the right steps to regain access to your account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here. 

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can. 

Thank you very much for your understanding. 

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