Subscription issue/admin

Question

I was charged for my subscription but don’t have any admin or access to all my applications. how can I get help see why I was charged on march 17th and now it has it as a new account. I have a tenant ID for payments made. Please help.

Answer 1

Dear @Sunny Side Miami,

Good day, and thank you for the detailed explanation of your situation.

From what you described, it appears you were charged on March 17, but during the purchase process Microsoft created a new tenant (a separate organization/account) with its own administrator login. Unfortunately, that tenant is not accessible to you, and your original account does not show the subscription or apps. As a result, the charge appears under what looks like a “new account” in Microsoft’s billing system.

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users.  

First, please check the mailbox of the account you used to purchase the subscription and look for any welcome or confirmation email from Microsoft. This email usually contains important details such as the admin sign‑in address and setup information.

If you’re unable to find any such email, the core issue you're facing is a security one. To protect your account and billing information, Microsoft cannot cancel a subscription without being able to verify the account owner. The Tenant ID you have is very useful, Microsoft’s Data Protection Team uses it (along with payment details, business name, and domain) to verify ownership and restore admin access. 

For business accounts, the most effective way to reach the Data Protection Team is via phone support. You can find Microsoft’s global customer service phone numbers here:

Customer service phone numbers - Microsoft Support 

 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Subscription. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: 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 

Please note that you may need to repeat this process a few times and availability may vary based on local business hours. 

Alternatively, you can create a new tenant account and submit your request from there.  

To set up a new tenant, please follow these steps: 

1. Visit Compare Office 365 Enterprise plans and pricing, choose any plan and click try for free to start a free trial.  
2. Choose any plan (e.g., Business Basic, Standard, or Premium) and click "Try for free" to start a free trial. 
3. Follow the guided setup process to create your new trial account. 
4. Once the new tenant is created, you should be able to access its support portal and submit your ticket. 
5. Log in to the Microsoft 365 admin center (admin.microsoft.com). 
6. Navigate to Show all > Support > New service request 
7. In the request, explain your situation in detail. 

The support team will guide you through the identity verification process to help you regain access to your account. 

Important notes: 

• This new trial tenant does not grant you access to data or settings of your original locked tenant. It only serves as a temporary way to contact Microsoft support. 
• Be prepared for Microsoft to want to verify your identity and administrator privileges for the banned tenant. 
• The processing time may be longer because you are contacting support from another tenant. 
• Remember to cancel the trial subscription as soon as your original account is restored to avoid unwanted charges. You can do this in the Microsoft 365 admin center under Billing > Your products. 

  

I truly hope this helps you reach the right team and get the issue resolved as quickly as possible. Please know that even though I can't directly intervene, directing you to the correct, specialized support is the most effective help I can provide from my position. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Wishing you a smooth and speedy resolution.

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Answer 2

To understand why the charge occurred and get help when there is no admin access, follow these steps:

1. Investigate the specific charge
   • Go to the Manage your payments page of the Microsoft account dashboard: use the link from the article How to investigate a billing charge from Microsoft.
   • On that page, select “Investigate” next to the charge in question. This will walk through common causes such as:
     • A Microsoft 365 subscription with recurring billing enabled.
     • A subscription or purchase made by someone else using the same payment method.
     • A previously declined charge that was processed later.
   • Use the built‑in troubleshooter from the same article to narrow down why the charge was made.
2. If the charge is tied to a business tenant where there is no admin access
   • If the Microsoft 365 subscription is for a work or school tenant and there is no admin, or access to apps has been lost, the billing and access issues must be handled by Microsoft support because forum and community channels cannot see or change billing.
   • Sign in (if possible) with the account that owns the subscription and go to the Microsoft 365 Admin Center (for business subscriptions). From there, use Help & support to open a ticket with the Billing team, explaining:
     • The tenant ID.
     • The date and amount of the charge (for example, March 17).
     • That the subscription now appears as a “new account” and that there is no admin or application access.
3. If sign‑in or admin access is not possible at all
   • For business subscriptions where no one can sign in as admin, contact Microsoft support directly by phone and ask the frontline to open a billing or data protection service request for the tenant, providing the tenant ID and payment details so they can locate the subscription and review the charge.
4. If the charge is unrecognized or appears duplicate
   • Use the Investigate option on the Manage your payments page first.
   • If it still looks incorrect, contact Microsoft billing support (via Admin Center for business tenants or via the general billing support links) and request a review or refund according to the subscription refund policy.

These steps allow Microsoft’s Billing/Data Protection teams to locate the tenant by tenant ID and payment, explain why the charge occurred, and help correct any subscription or access issues.

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References:

• How to investigate a billing charge from Microsoft
• Microsoft 365
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A