Custom domain locked in old Office 365 tenant - need Data Protection team

Question

Custom domain locked in old Office 365 tenant - need Data Protection team

Remi R Vassnes 5

Hi, My custom domain is verified in an old Office 365 tenant that I no longer have access to.

The subscription expired more than 180 days ago and I cannot log in because MFA does not send sms to my phone.

I am the DNS owner of the domain (registered at a Norwegian registrar) and can prove ownership by adding any required TXT record.

Could a moderator please contact me via private message so I can share: - My domain name - My new tenant ID - The old tenant ID where the domain is locked - Contact details I need the Data Protection team to release the domain so I can verify it in my new tenant in azure.

Thank you

Remi R Vassnes 5 Reputation points

2026-03-23T12:15:03.04+00:00

Thank you for fast response. Do you have all you need? I sent it in the private messages
Scott Matlou 0 Reputation points

2026-03-31T14:21:59.6666667+00:00
Hello Sridevi,

PLease assist

The error occurs when attempting to log into Microsoft Partner Center at partner.microsoft.com — not the Azure Portal.

Full details:

Error code: AADSTS5000228

Error message: "The user account does not exist in the tenant"

Tenant attempting to access: [******@axltecptyltd.onmicrosoft.com] (Tenant ID: 7ac4df4e-a945-450a-935e-6e2b987b7c01)

Root cause (as I understand it): There is an older, incomplete tenant created during a previous registration attempt — axltec.onmicrosoft.com — that appears to be conflicting with the new tenant. The old tenant was never fully configured and has no active MPN registration, but it is blocking access to the new one.

What I am trying to do: Complete MPN (Microsoft AI Cloud Partner Program) registration under the new tenant [******@axltecptyltd.onmicrosoft.com] in order to obtain an MPN ID and activate a CSP reseller agreement through Tarsus Distribution.

What I have already tried:

Logging in via InPrivate/Incognito browser — same error

Clearing all browser cache and cookies — same error

Attempting login from a different device — same error

Request: I need the old incomplete tenant (axltec.onmicrosoft.com) either disassociated from my account or deleted, so that the new tenant can proceed through Partner Center registration without conflict.

Correlation IDs for reference:

019d2fd3-51cd-7123-86c7-d38988481559 (27 March 2026)

f8ac5216-74ca-40a1-91db-bd1d49942ac8 (29 March 2026)

Please advise on the correct escalation path to resolve the tenant conflict. I am happy to verify account ownership through any required process.

Thank you, Scott Elijah Matlou Director, AXLTEC (Pty) Ltd [******@axltec.co.za] | +27 83 626 2252Hello Sridevi,

Thank you for responding.

The error occurs when attempting to log into Microsoft Partner Center at partner.microsoft.com — not the Azure Portal.

Full details:

Error code: AADSTS5000228

Error message: "The user account does not exist in the tenant"

Tenant attempting to access: [******@axltecptyltd.onmicrosoft.com] (Tenant ID: 7ac4df4e-a945-450a-935e-6e2b987b7c01)

Root cause (as I understand it): There is an older, incomplete tenant created during a previous registration attempt — axltec.onmicrosoft.com — that appears to be conflicting with the new tenant. The old tenant was never fully configured and has no active MPN registration, but it is blocking access to the new one.

What I am trying to do: Complete MPN (Microsoft AI Cloud Partner Program) registration under the new tenant [******@axltecptyltd.onmicrosoft.com] in order to obtain an MPN ID and activate a CSP reseller agreement through Tarsus Distribution.

What I have already tried:

Logging in via InPrivate/Incognito browser — same error

Clearing all browser cache and cookies — same error

Attempting login from a different device — same error

Request: I need the old incomplete tenant (axltec.onmicrosoft.com) either disassociated from my account or deleted, so that the new tenant can proceed through Partner Center registration without conflict.

Correlation IDs for reference:

019d2fd3-51cd-7123-86c7-d38988481559 (27 March 2026)

f8ac5216-74ca-40a1-91db-bd1d49942ac8 (29 March 2026)

Please advise on the correct escalation path to resolve the tenant conflict. I am happy to verify account ownership through any required process.

Thank you, Scott Elijah Matlou Director, AXLTEC (Pty) Ltd [******@axltec.co.za] | +27 83 626 2252

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Remi R Vassnes 5 Reputation points

2026-03-23T12:15:03.04+00:00

Thank you for fast response. Do you have all you need? I sent it in the private messages

Answer 1

Hello Remi R Vassnes,

Thanks for sharing requested details in Private messages tab.

The issue relates to an unable to verify custom domain name as it is verified in different directory in Azure.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

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Custom domain locked in old Office 365 tenant - need Data Protection team

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