Cancell the Subscription

Question

[Moderator note: personal info removed]@powerbidev777.com is business trial account of mine and want to cancel the subscription as unable to pass the Autenticator app and and reset loop

my Mobile number is [Moderator note: personal info removed] 

Have called on-[Moderator note: personal info removed]  on 31.3.2025 at 1.28PM IST it says you are not global Admin

Please cancel by [Moderator note: personal info removed] @powerbidev777.onmicorsoft.com subscription and account

Regards

Mustafa

M: [Moderator note: personal info removed] 

Answer 1

Hi @Mustafa Ezzy,

Regarding your request to cancel the trial subscription, this action must be completed through the Microsoft 365 Admin Center.

Please note that, as a forum moderator, I’m unable to cancel subscriptions on your behalf and don’t have access to user accounts. I also can’t assist directly with actions such as password resets, sign‑in changes, or account recovery.

If you don't have any other admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.     

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support  

*(Important Note: Depending on your country or region, 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 countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.     

Answer: Authenticator.     

A: What products do you use?     

B: Office 365 for business.     

Verification: Education or company account?     

B: For companies     

A: Are you an administrator?     

B: Yes.     

A: Are there any other administrators in your organization?     

B: No.     

A: I need one.... Service request?     

B: Yes     

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.     

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

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.   
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.   
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.   
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.   
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."   
6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:    
   • Your administrator account email address for the locked tenant.   
   • The domain name of your locked tenant    
   • Any error messages you are receiving.   
   • Details about the authentication issues you are experiencing.   
   • Confirmation that you are the administrator of the locked tenant.   
7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.   

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.  

Several customers have reported issues when the Support Assistant is turned on  the system sometimes fails to display the “Contact Support” option.  

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description.  Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly.  

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. You can typically do this within the Microsoft 365 Admin Center under "Billing" > "Your products."   

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.     

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.    

I really appreciate your patience, and I’m here to help. Looking forward to your response.   

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Answer 2

Subscription and account cancellation cannot be performed here because there is no access to tenant-specific data or admin privileges.

To cancel a Microsoft 365 business trial subscription, follow the supported paths from the documentation:

1. If sign-in as global admin is possible
   1. Go to the Microsoft 365 admin center: https://go.microsoft.com/fwlink/p/?linkid=2024339
   2. Determine the billing account type (MCA or MOSA) as described under Determine your cancellation option.
   3. For MCA billing accounts:
      • Go to Billing > Your products.
      • Select the trial subscription.
      • Under Billing settings > Subscription status, select Cancel subscription.
      • If outside the 7‑day grace period, turn off recurring billing instead so the subscription expires at term end.
   4. For MOSA billing accounts:
      • Go to Billing > Your products.
      • Select the trial subscription.
      • In Subscription and payment settings, select Cancel subscription and complete the cancellation flow.
2. If the subscription was started as a self‑service purchase or trial by a user
   1. A global admin must first take over the subscription:
      • In the admin center, open the subscription details.
      • In Subscriptions and settings, select Take control of this subscription.
   2. Then, in the details pane, select Cancel subscription and confirm. The subscription status will change to Deleted.
3. If sign-in is blocked by Microsoft Authenticator and there is no other global admin
   1. Use the official support channels described in the Q&A guidance:
      • Call the regional Microsoft support hotline and follow the IVR path for “Office 365 for business” → “company account” → “administrator” → “service request”.
      • If the IVR reports “not a global admin” for the affected tenant, request escalation to the Data Protection team.
   2. If still unable to reach support, create a new temporary Microsoft 365 trial tenant:
      • Sign up for a trial from the public Microsoft 365 plans page.
      • In the new tenant’s Microsoft 365 admin center, open Help & Support and create a support request.
      • In the ticket, state that access to the original tenant (with the trial subscription to be canceled) is blocked by an Authenticator loop and ask the Data Protection team to assist with access recovery or closure of the old tenant.
   3. After the issue is resolved, cancel the temporary trial subscription so it does not renew.
4. Data and access considerations
   • When a Microsoft 365 for business subscription is canceled, the status moves to Disabled and functionality is reduced until the subscription is deleted.
   • Users lose access to data when cancellation becomes effective; data may be deleted after 30 days and no later than 180 days.
   • If a subscription is explicitly deleted, it skips Expired and Disabled and SharePoint/OneDrive data is deleted immediately.

Because cancellation requires tenant admin authentication or Microsoft support verification, the only way to cancel the specific business trial mentioned is to:

• Regain admin access (resolving the Authenticator issue via support), then cancel in the admin center, or
• Work with Microsoft support/Data Protection as described so they can act on the tenant.

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References:

• Cancel your subscription in the Microsoft 365 admin center
• Manage self-service purchases and trials (for admins)
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• How to get a refund on a Microsoft subscription
• How to connect with Help and Support - Microsoft Q&A
• Request refund - Microsoft Q&A
• Cancellation - Microsoft Q&A