Billing of Microsoft 365 business Basic account

Ob Ra 20 Reputation points
2025-10-31T17:13:26.7233333+00:00

Hello Microsoft Admin,

I am Obaid. I have 6 purchased 6 licenses of Microsoft 365 Business Basic but unfortunately I can't access to my admin account because I have lost my phone and unable to access the two factor authentication in Microsoft Authenticator app. As a result i am unable to renew the licenses.

To be specific, whenever i am trying to access in the Authenticator app, it is asking for code which i am unable to get because the authenticator is itself is asking and i am in a frustrating situation.

may i ask for help

my admin account is |Email address is removed for privacy| but i am asking from |Email address is removed for privacy|

all other accounts are working but the admin account is unable to access whatever i am trying.

i can share all other data if can contact with any support.

thanks

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Hani-N 4,700 Reputation points Microsoft External Staff Moderator
    2025-10-31T19:48:02.04+00:00

    Hi @Ob Ra 

    Thank you for posting on Microsoft Q&A forum and I'm sorry to hear you're having trouble logging into your Microsoft account.    This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes. 

    To assist you more effectively, could you please confirm whether there is another Global Administrator in your organization who still has access to the Microsoft 365 Admin Center? This information will help determine the best next steps for resolving your access issue. 

    • If you are the sole Global Administrator on the tenant, please follow the steps outlined below to proceed with account recovery and regain access. 

    Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

    To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

       

    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:  

    IVR: What kind of problem are you concerned about?        

    You: Authenticator.        

    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.        

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

     

    Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

    If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link 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.        

    I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.   If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.   Thank you for your kindness and contributions to the forum.  

    Best regards, 

     

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".    User's image

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread    

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  1. Ob Ra 20 Reputation points
    2025-11-02T11:04:02.1233333+00:00

    Hello Hani-N,

    thanks for replying to my post. I would like to share some more information.

    I am residing in Bangladesh and I have tried with the local Microsoft office help desk who has denied to provide any solution because I have purchased these licenses through online. They have replied that, as my purchase was online based I have to take full responsibility of my situation. To be noted, the phone number that is shared in the website is also incorrect and I have to find the personal cell phone number of the manger of service desk for this.

    Secondly, I am the global administrator of the all six licenses under user |Email address is removed for privacy| and I can't access to any of the azure portal, admin portal or my own account. I can access to all other six licenses without any problem.

    Third, the cell phone number which was saved in the account is call forwarded to my present phone number and I have tried to reset my account. I have been able to done that, but even after that I could not log into my account.

    I am receiving email in my alternate personal email but there is no way i can use that email to log in to this business account.

    So, the first method won't be working for me as I have already tried and according to your suggestion, I will try the second method.

    I will reply again after trying it.

    Thanks again

    |This information is removed for privacy|

  2. Ob Ra 20 Reputation points
    2025-11-03T22:57:24.5166667+00:00

    Hello Hani-N,

    I have followed the Option 2 and have been able to connect with the Data Protection team. They are very quick in responding and I hope my case will be resolved soon.

    Thanks

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