Unable to Access My Business Account and Contact Support

Question

I'm abroad for a couple of months, and I started having issues accessing my files just before I left. I tried calling the toll-free support numbers for both my home country and the country I'm currently visiting, but I couldn't get through on either number.

I'm reaching out from my second business account because I'm unable to access my first business account. We had to reset or remove the login credentials for that account, and now I can't sign in at all. To make matters worse, I'm still being charged the subscription fee even though I cancelled the subscription for the first account months ago.

I've been unable to speak with a support representative to help me resolve this. I'm honestly surprised that it's so difficult to reach someone at Microsoft. It seems almost impossible to get connected with a real person for assistance.

At this point, I'm literally out of options. What else can I do?

Answer 1

Hi @Dave Kurniawan

Please note that we are not Microsoft support, and this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have backend access and cannot directly intervene in Microsoft products or features. Our role is limited to providing technical guidance and best practice recommendations based on reported issues, requests, or ideas. 

May I kindly check whether there is another IT administrator you could reach out to within your organization? 

If so, you may consider contacting them, as they are typically the ones with the required permissions to assist with re-registering your multi-factor authentication methods. 

For more detailed information, you may refer to the following guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

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If there is no other Global Administrator and you are the sole admin for the tenant, you could try the script below to help bypass the AI filter.

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Alternatively, you can set up a Microsoft 365 Business Basic trial, which gives you the ability to submit a support ticket directly through the Microsoft Admin Center   

Step 1: Create a trial business account: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

Step 2: Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of the affected tenant 

Step 3: Click Help & Support     

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request. The trial account is free for one month. Be sure to cancel it after submitting your support request to avoid any automatic renewals or charges from Microsoft.  You may follow this guide for instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.     

I sincerely hope this information provides helpful direction and additional insight.

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