Sole Global Admin locked out of new Microsoft 365 tenant and unable to cancel Exchange subscription

Question

I created a new Microsoft 365 tenant today and purchased Exchange Online Plan 1.

During custom-domain setup, the sole Global Administrator username was changed and Microsoft signed me out.

Neither the original onmicrosoft.com admin username nor the new custom-domain username is recognised.

I am the only Global Administrator and therefore cannot access the Microsoft 365 Admin Center, cancel the subscription, or create a support request.(yes i was very silly and forgot to set it up with a back up account i know).

i either need to find a way to either cancel the contract or regain access to the aaccount and the normal routes anad the very unhelpful chatbot system aren't giving me an answer

Answer 1

Dear @Cameron Corbett

You need to contact Microsoft Data Protection Team, you can start here:

https://support.microsoft.com/en-us/support/

Some countries, the call may be handled by an automated conversation. For example:

1. What kind of problem are you concerned about?
   1. Authenticator
2. What kind of product are you using?
   1. Office 365 for business/Azure portal/Entra ID
3. Is this an education or company account?
   1. Company
4. Are you an administrator?
   1. Yes
5. Do you have another administrator in your organization?
   1. No
6. You need to create a service request
   1. Yes

Once you reach a support engineer, I would be very explicit:

“This is a Microsoft Entra tenant lockout. The only Global Administrator account is no longer accessible, and there are no other Global Administrators in the tenant. We need to recover administrative access to the tenant. Please escalate this case to the Data Protection / Tenant Recovery team.”

Have the following information ready for the ownership verification:

• Tenant ID
• Initial *.onmicrosoft.com domain
• Microsoft 365 subscription and billing information
• Company information
• Details about the previous Global Administrator
• Any other information Microsoft requests to verify ownership

Other option would be to create a temporary Microsoft 365 tenant using a trial subscription. You can then use this tenant to access the Microsoft 365 Admin Center and contact Microsoft Support. Once the new tenant is set up, sign in to the Microsoft 365 Admin Center and go to Support › Help & Support. Open a new support request and explain that you need help recovering access to your original tenant. In the request, mention that you are the Global Administrator of the original tenant and that you are currently locked out because you no longer have access to the MFA method required to sign in. One important thing: the trial tenant is only needed to contact Microsoft Support. After you regain access to your original tenant and the issue has been resolved, remember to CANCEL the trial subscription so you don't accidentally get charged.

Microsoft's instructions for cancelling a trial subscription can be found here: https://learn.microsoft.com/en-us/microsoft-365/commerce/subscriptions/cancel-your-subscription?view=o365-worldwide&#how-do-i-cancel-my-free-trial

I hope this helps.

Best regards,

Bence