How to access my business account

Question

Hello!

I have been billed monthly with invoices relating to my business account. However, I can't access the account therefore I can't change the payment method. When I enter my personal account I see no such a subscription there. I can't either enter the business account nor change the payment method nor recover the info. The only I have got with me is the DOMAIN name. However, it proves useless as I have been using various methods to solve the issue but nothing works and it is impossible to reach out to anyone from Microsoft to help me.

Answer 1

Good day Artur, 

Thank you for taking the time to share your experience. I hope this response reaches you in time and helps bring some clarity. I’ve gone through your description, and I'm sorry to hear about the difficulties you're experiencing. 

Just to gently clarify before we go any further, forum moderators don't have the ability to access, modify, or recover user accounts. Due to security and privacy requirements, issues such as sign in failures, password recovery, and multi-factor authentication can only be addressed by Microsoft’s dedicated support teams, who have the appropriate tools and authorization to manage account level settings securely. 

To manage your business subscription, you need to sign in to the Microsoft 365 admin center using a business admin account (******@company.com or ******@company.onmicrosoft.com). The personal account used during sign-up only receives billing and subscription-related notifications. 

If you're the only Global Administrator and no longer have access to the admin account, only Microsoft's Data Protection team can assist with identity verification and account recovery to restore access to the tenant. 

• You can start by calling your regional Microsoft support hotline here: Customer service phone numbers - Microsoft Support    

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.       

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

Here are some tips and an example of a prompt to help you reach out the Microsoft Data Protection team support more effectively:   

(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, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Lost admin access.        

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 another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request? 

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team. 

• If you cannot reach a live agent by phone, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.      

Here are the reference threads showing that this workaround works: 

Note: Although the issue discussed is different (resetting MFA settings for a sole admin), the workaround can help you create a support ticket directly with Microsoft Support. 

Sole admin recovery and MFA reset  

Error 399287 – Administrator Account Locked Out Due to MFA Verification Failure 

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

Visit  Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.       

Follow the guided setup process to create a new account for a new tenant.   

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:   

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing admin access. I’m the global admin, but I’m locked out.     

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team so that I can verify my identity and receive help recovering access to my original tenant. 

This is urgent and I’m available to provide any documentation or verification needed to support the recovery process."   

• Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests     
• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide from my position.  

Thank you for your kindness and contributions to the forum.  

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