Admin Account Login

Question

Hello.

I recently purchased a business account. when I attempt to log in with my admin account the following happens:

at the log in page, it accepts the email

at the password page, it accepts the email> page then goes back to log in.

it will do this around 3-4 times before giving me an error. here.

Your request could not be processed

There was an error processing your request. Please try resetting your password again by clicking here.

Support information

Support code: 0fa8623d-27b5-4829-9e31-b9d8d83d8efb

I then try to recover my account.

It asks for login with captcha, but then it has another error. Please assist with this. It will not even recognize my recovery email.

Answer 1

@AlexDN ,

I created a new tenant, with free subscription.

I created a ticket and gave them all the information I've given you.

They moved me to data protection team.

Data Protection team said that my account was "Decommissioned" due to inactivity. I have only had the account open for two weeks and on the second week is when i started experiencing issues.

I was advised to "create a new tenant with that domain" but now I cannot create a new account, I get the following error message.

Answer 2

Dear @Rob Whitney,
Welcome to Q&A forum. I understand that you recently purchased a Microsoft 365 Business subscription, but you are unable to sign in to your admin account. The sign‑in page accepts your email address, then loops back after entering the password, and eventually shows a message saying your request could not be processed. I also understand that when you try to recover the account, the process fails and does not recognize your recovery email.

To better assistant, could you please confirm following information:

• Were you ever able to successfully sign in to this admin account, even once?
• Is this the admin account that was created during the initial purchase, or was it added later?
• Are you using a custom domain email address (for example, ******@yourcompany.com) or a Microsoft‑provided address (onmicrosoft.com)?
• Have you tried signing in using a private or incognito browser window, or a different browser?
• Are there any other global admin accounts in this tenant that can still sign in?

In the meantime, I recommend trying these steps if you have not already done so:

• Open a private/incognito browser window and try signing in again.
• Clear browser cache and cookies, then retry.
• Try signing in from a different browser or device.

If the issue continues, this type of admin sign‑in and recovery problem usually requires assisted account recovery and backend validation. In that case, for access to the administrator account, please contact Microsoft Data Protection team by phone support - Customer service phone numbers - Microsoft Support.

Microsoft Data Protection team has only required permission to reset your account on the backend. They are the only responsible and privileged support team for account questions.

During the phone call, you will be required to provide the information associated with your subscription - such as your company name, billing details, phone number, and alternate email address - to verify ownership of the company’s tenant. This verification will assist the Data Protection Team in granting you access to the administrator account.

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

• Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.
• For some countries, it will be an automated conversation like:
• First, when you call the hotline, it asks what kind of problem you are worried about.    Answered: authenticator.
• A: What kind of product are you using?
• B: Office 365 for business.
• A confirmation: education or company account?
• B: For companies
• A: Are you an administrator?
• B: Yes.
• A: Do you have the other admin in your organization?
• B: No.
• A: You need one.... Service request?
• B: Yes   

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

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.   

Please understand 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.

Alternatively, you can try set up a new trial tenant and submit your support request: 

1. Start a free trial: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.  and click Try for free to create a new tenant.
2. Complete setup: Follow the guided steps to create a new Microsoft account and tenant.
3. Access Admin Center: Sign in at https://admin.microsoft.com.
4. Open Support: In the left menu, select Support > Help & support.
5. Submit a ticket: Clearly state you are locked out of a different tenant where you are the admin. Include: Admin account email, Tenant domain name, Error messages, Issue details, Confirmation you are the administrator
6. Track your request: Submit and note the ticket number.

Important notes:  

• The trial tenant won’t give access to your original tenant’s data or settings; it’s only for contacting Microsoft support.
• Support may require identity and admin rights verification for the locked tenant.
• Resolution could take longer because you’re contacting from a different tenant.
• Please do not forget cancel the trial subscription after resolving the issue to avoid charges (Admin Center > Billing > Your products).

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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