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I purchased the Microsoft Business Basic plan last year, and it was automatically renewed on March 28. However, when I try to log in, I receive a message saying that the account does not exist.
I am able to log in using the Home version, but I cannot find any purchase records, nor am I able to cancel my credit card payment.
When I try to log in to the Business account, it shows that the account does not exist, so I am unable to access it.
Could you please assist in resolving the above issues?
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
I didn't have such an account, I only use [Moderator note: personal info removed]
@shushinbou.com.tw to receive messages and invoice information.
I have no idea what is it ?
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Hi @SAN SHU GONG,
Could you please share the invoice details that were sent to your email with me via private message? This will help me review the situation and see if there is anything I can assist with.
Hi @SAN SHU GONG,
Thank you for providing the details in your private message. As you’re unable to access your Microsoft business account, the next appropriate step would be to contact the Microsoft Data Protection team, as they have tools and processes in place to verify identity and regain access to administrator accounts.
You can find the appropriate customer service phone numbers at this link: Customer service phone numbers.
Please remember to provide them with your account details and explain the situation. Be ready to provide:
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.
To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):
IVR: What kind of problem are you concerned about?
You: Authenticator.
IVR: What kind of product do you use?
You: Office 365 for business.
IVR: education or company account?
You: For companies
IVR: Are you an administrator?
You: Yes.
IVR: Do you have the other administrator in your organization?
You: No.
IVR: Do you need a... Service request?
You: Yes
These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues.
If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans. This would allow you to create a new tenant following the provided prompts.
Once set up, you can access the admin console of the new tenant by logging into admin center and follow the steps in this article: Get support - Microsoft 365 admin and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.
Include the following details:
Before submitting the ticket, make sure the Support Assistant is turned Off as several customers have reported that when the Support Assistant is enabled, the Contact Support option may not appear.
As shown in the screenshot, simply switch Support Assistant > Off, then enter your issue description. Once disabled, the Contact Support button should appear, allowing you to submit the ticket normally.
Important note:
Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.
As forum moderators, we don’t have access to the detailed system needed to troubleshoot this effectively due to privacy and security constraints. To quickly resolve this and regain access, the most effective step is to contact Microsoft Support Team directly. Only they have the ability to help with your Authenticator issue.
Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.
Regarding your issue, I’d like to clarify one point that may help provide some context. When you first purchase Microsoft 365 Business Basic, Microsoft automatically creates a default business account in the format username @ yourdomain. onmicrosoft. com, which is associated with your Microsoft 365 tenant.
To better understand your situation, could you please help confirm the following:
Hope to hear back from you soon.
The initial response may not fully address your needs, but it will help me better understand your situation. Once I get the information, I will try my best to find the next steps.
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