TRYING to cancel subscription, but can NOT log into my account! how to get help from microsoft?

Question

TRYING to cancel subscription, but can NOT log into my account! how to get help from microsoft?

Rob de Poorter 0

TRYING to cancel subscription, but can NOT log into my account! how to get help from microsoft? then my email isn't recognised and it says 'account doesn't exist' but the invoices are still coming in. Unbelievable for such a big company not to have a decent support team ready to help. Will quit and never use any microsoft anymore.

3 answers

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Answer 1

Ryan-N 1,920 Microsoft External Staff Moderator

Hi @Rob de Poorter,

Thank you for reaching out to us.

We sincerely apologize for the inconvenience this issue has caused. To better assist you, could you please provide the following information:

What type of subscription are you currently using?
Could you share the invoice ID with us?
When the invoice is sent to you, it usually includes an account name ending in @onmicrosoft.com. Could you please provide that account ID?

To protect your personal information, please send these details via private message (PM). I’ve already sent you a PM, please check your inbox. User's image

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

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Ryan-N 1,920 Reputation points Microsoft External Staff Moderator

2025-07-29T19:04:14.3033333+00:00
Hi @Rob de Poorter,

Thank you for reaching out to us.

As you are the sole Global Administrator of your tenant, I would like to provide you with the following method, this is the fastest and most effective way for you to connect directly with a live Microsoft support agent and report your issue.

Once the support agent verifies your information, Microsoft will assist you in resetting the Multi-Factor Authentication (MFA) for your admin account.



Steps to follow:

Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.

Choose a plan and start a free trial: Select any available plan (e.g., E3 or E5). Click the “Try for free” or “Start free trial” button to begin the setup process.

This step is essential to create a new, temporary Microsoft 365 environment that allows you to contact Microsoft support.

Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This tenant will be completely separate from your locked one.

Access the Microsoft 365 Admin Center: Go to https://admin.microsoft.com/

Go to Support: In the left-hand menu, select “Support” → “Help & support.”

Raise a support ticket:

Describe your issue in detail.

Clearly state that you are locked out of a different Microsoft 365 tenant where you are the administrator.

Provide the following information:

The admin email address of the locked tenant

The domain name of the locked tenant

Any error messages you are receiving

Details about the authentication issues

Confirmation that you are the administrator of the locked tenant

Submit your request: Follow the prompts to submit your support ticket. You will receive a ticket number for tracking.



Important Notes:

The new trial tenant does not give you access to any data or settings from your original tenant. It is only a temporary way to contact Microsoft support.

Microsoft may ask you to verify your identity and admin rights for the locked tenant.

Resolution time may be longer since you are contacting support from a different tenant.

Don’t forget to cancel the trial subscription once your issue is resolved to avoid any charges. You can do this in the Admin Center under “Billing” → “Your products.”



Security and Processing Time:

Due to the highly sensitive nature of tenant-related information, the MFA reset process will be handled by Microsoft’s high-level data protection team. This team follows strict protocols to prevent unauthorized access or potential tenant hijacking.

To proceed, you will need to work closely with a Microsoft support agent and provide all necessary verification details. Depending on the complexity of the case, the resolution may take between 3 to 8 business days. We appreciate your patience and understanding during this process.

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

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Ryan-N 1,920 Reputation points Microsoft External Staff Moderator

2025-08-01T17:08:26.62+00:00

Hi @Rob de Poorter,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 1,920 Reputation points Microsoft External Staff Moderator

2025-08-02T18:33:24.44+00:00

Hi @Rob de Poorter,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 1,920 Reputation points Microsoft External Staff Moderator

2025-08-07T17:54:39.1+00:00

Hi @Rob de Poorter,

Thank you for your response. I sincerely apologize for the inconvenience this issue has caused you.

I would like to clarify one important point: Because your account is a business account, the cancellation of a subscription can only be performed by the owner of that tenant. No department or individual within Microsoft has the ability to intervene in the information of a business account — this is to protect the privacy and data of the tenant.

I understand that suggesting you create a new account to raise a support ticket may be difficult and frustrating, and I truly regret that. However, this is almost the only viable method in this case. I kindly ask for your understanding and cooperation in following this approach.

Once again, I sincerely apologize for this inconvenience and hope for your support.

Creating a trial tenant to raise a support ticket, as previously mentioned, will not incur any cost. The only thing you need to do is provide your personal information to the Data Protection Team. Once they verify that you are the owner of the tenant, they will assist you in regaining access to the tenant account and canceling the subscription.

Answer 2

Stefan Blom 308.2K MVP Volunteer Moderator

Try the business phone support. See https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 .

Answer 3

NO IT HASNT BEEN RESOLVED YET. it's just pathetic that I have to open a new account to be able to solve a simple issue as this is: STOP MY SUBSCRIPTION! I'm now again spending time to cancel something so simple. I do NOT want to start a Free trial of any of MS products to be able to contact someone within your organisation to stop this rediculousness. WORST CUSTOMER SERVICE EXPERIENCE EVER. sorry but this beyond simple and straightforward cancellation of services. Can you just send a message to soeone within the company to pick this up and respond to it??}|

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TRYING to cancel subscription, but can NOT log into my account! how to get help from microsoft?

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