Microsoft365 Business Account Issues - Can't Access Account, Unable to Contact Support, Recurring Billing Still Going, Microsoft stealing money

Question

Hello,

My company has a Microsoft365 account and we had 2 admins on the account but one of them left the company and the other got a new phone so there was no way to log into the account using the authenticator app.

It was impossible to contact support via chat since I could not log in. I tried phone support and the automated prompt took forever to accept my domain name. Once it did I sat on support for over an hour until the call was just disconnected. At this point we don't need access to that account anymore and just want it closed.

I contacted my bank and had them block all Microsoft charges on the card used but they are still happening due to the charge being a recurring charge.

(In order to resolve our employees needs to use Microsoft office, we setup a new account which is what I am posting this from. So essentially I am paying twice for my Microsoft365)

Anyone got any ideas on how I can get this situation under control or how I can contact billing support?

Answer 1

Hi @Jason,

Good day. It sounds like this situation has been challenging, and your concern is clearly heard.

From what you described, I understand that you’ve already created a new Microsoft 365 tenant to continue your operations, and the main concern now is stopping billing and closing the original tenant that’s no longer accessible. Please feel free to let me know if my understanding of your situation is correct. I'm happy to provide more precise guidance or adjust the steps if needed.

In this scenario, since there is no remaining admin access to the original tenant, you can use your new Microsoft 365 tenant to contact Microsoft support via the Microsoft 365 Admin Center and request to speak with the Data Protection Team on behalf of your original tenant, explaining that you need an MFA reset for the admin account in order to regain access to the old tenant.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.

To raise a support ticket, please refer to: Get support - Microsoft 365 admin | Microsoft Learn.

Note: If your account does not have administrative permissions, your IT administrator need to submit a support request on your behalf.

When submitting the ticket, it would be very helpful to clearly state that it is being raised on behalf of a different tenant, that no administrator is currently accessible, and that admin access is blocked due to MFA/Authenticator issues and requires an MFA reset. This will help route your request more quickly to the appropriate team, who can verify ownership and assist in restoring access.

Once access to the old tenant has been restored, your admin can then proceed with the following actions:

• Turn off recurring billing or cancel the subscription to stop future charges. For reference: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn Manage recurring billing in the Microsoft 365 admin center | Microsoft Learn
• Open a separate support ticket with the billing team to confirm the cancellation and check whether any refund may be applicable.
• If needed, close or delete the account/tenant after ensuring all necessary data is no longer required. For reference: Close your Microsoft business account | Microsoft Learn.

I hope this information is useful. Thank you for taking the time to raise this question. If you need any further clarification or assistance, please feel free to leave a comment under this post.

Thank you for your understanding and contributions to the forum.

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Answer 2

To stop the old tenant from billing and get help with the double charges, the only supported path is to work directly with Microsoft billing/support. Because access to the original tenant is lost and MFA is blocking sign-in, use phone support and/or a support request from a temporary tenant so the Data Protection and Billing teams can intervene.

Use these steps:

1. Contact Microsoft 365 billing/support by phone
   • Use the global customer service phone numbers list referenced in the Microsoft 365 for business support article: see the “global phone numbers list” link in the Phone support section.
   • When calling, be prepared for an automated IVR and an initial message suggesting self‑service links; wait through this and then choose the options for business and technical/billing help, for example:
     • Press “1” for business email user.
     • Press “1” again for technical support, then clearly state the issue is billing for a Microsoft 365 for business subscription where admin access is lost due to Authenticator/MFA.
   • Clearly explain:
     • There is an older Microsoft 365 Business tenant still charging a recurring subscription.
     • Both admins lost access (one left, the other lost Authenticator) and cannot sign in to cancel.
     • A new tenant is already in use and the old one should be closed/stopped from billing.
   • Ask the agent to:
     • Escalate to the Data Protection team to verify admin identity and restore access or revoke MFA on the old tenant, and
     • Connect with Billing to stop further charges and review/refund duplicate charges if applicable.
2. If phone support is hard to reach, create a temporary trial tenant to open a ticket
   • Create a new Microsoft 365 trial tenant (separate from the already‑in‑use production tenant if needed) using the guidance from the Q&A answers:
     • Sign up for a Microsoft 365 Business/Enterprise trial.
     • Go to the Microsoft 365 admin center for that trial tenant.
     • Use Support > Help & support to open a service request.
   • In the ticket, clearly state:
     • This trial tenant is only to contact support.
     • The problem is an older, different Microsoft 365 Business tenant that is still billing but cannot be accessed because both admins lost MFA.
     • Provide the old tenant’s domain, subscription type (e.g., Business Standard/Basic), and the last 4 digits of the card if requested.
     • Request:
       • Data Protection team assistance to verify identity and reset MFA or otherwise regain admin access to the old tenant, or
       • Direct closure/cancellation of subscriptions on that old tenant and stop of all future billing.
   • After the issue is resolved, cancel the trial subscription in Billing > Your products for the temporary tenant to avoid charges.
3. Understand what happens if the billing account is blocked or left unpaid
   • If the bank blocks the card and payments fail, Microsoft may eventually block the billing account. For business billing accounts that remain blocked with no action:
     • Subscription suspension, tenant deauthorization, and account termination can occur.
     • Before each step, notifications are sent with timeframes and each step can be avoided or reversed within that timeframe by contacting support.
     • After account termination, data and resources are permanently deleted and cannot be recovered.
   • Because the goal is to stop charges and avoid long‑term issues, it is better to coordinate cancellation with Microsoft support rather than relying only on the bank block.
4. If the old tenant was purchased via a partner/reseller
   • If the original Microsoft 365 Business subscription was bought through a partner, contact that partner’s support and ask them to open a service request with Microsoft on behalf of the tenant to:
     • Reset admin MFA or
     • Cancel the subscription and stop billing.
5. For ongoing billing questions and OneDrive/Office‑related charges
   • For additional billing help (including double charges), use the Account & Billing Help and Contact Microsoft Support flows referenced in the OneDrive billing and Office support articles:
     • Visit Account & Billing Help for Microsoft account and subscriptions.
     • For business admins, sign in to the Microsoft 365 admin center (on a tenant that is accessible) and use Support > Help and support to reach Microsoft 365 for business support.

Once Microsoft verifies identity for the old tenant and either resets MFA or directly cancels the subscriptions, recurring billing on that old account will stop. Then only the new, active Microsoft 365 tenant will continue to be billed.

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References:

• Keep your Microsoft business billing account active
• Get support for Microsoft 365 for business
• Contact Microsoft Office Support
• OneDrive billing questions
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Microsoft 365