Wife is 365 admin and cant reset her password

Question

Hi, My wife [Moderator Note: Personal Info Removed] is the admin on our 365 subscription. She has forgotten her password.

Her Authenticator App is not set up so we choose to have a pin texted to her phone. a window pops up stating the "service is unavailable, please try again later" So we can't reset her password.

My wife's account is under [Moderator Note: Personal Info Removed]@yahoo.com. Sending a password reset email will not work because we run into the same problem, no matter how we try to reset her password.

I am her spouse, [Moderator Note: Personal Info Removed]. ([Moderator Note: Personal Info Removed]@gmail.com)

Until this is fixed we can't update or renew our family membership.

Thanks a ton!!! [Moderator Note: Personal Info Removed] 

Answer 1

Hello Doug Keach

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.  

I can see that your wife has lost access to her account and because her account is the family organizer you need to regain access to the account to be able to renew the subscription

Since you are also unable to reset the account, I suggest try using recovery form or recover the account. Please refer to this site for instruction:

Help with the Microsoft account recovery form

Here is also how to contact Microsoft Support, in case you need further assistance on this issue:

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

I hope you can get the support you need, have a nice day