Need help to cancel Microsoft Entra ID subscription but the main account is locked out of Azure and everything.

The error AADSTS5000228: Access to tenant is denied means the tenant is blocked and sign-in to that tenant isn’t allowed, so the subscription can’t be canceled directly by signing in.

For this situation, the supported path is to contact Microsoft support so the tenant and subscription can be handled by the Microsoft data protection/support teams:

1. Use the global support phone numbers for Microsoft to reach customer service (see “Customer service phone numbers - Microsoft Support” referenced in the context).
2. When the automated system asks for the problem, indicate that the issue is with “Authenticator”/sign-in and that this is for “Office 365 for business” or an Azure/Microsoft 365 business tenant.
3. Clearly state:
   • This is a business/organization tenant created for a trial.
   • The only administrator account for the tenant is locked out and cannot sign in due to AADSTS5000228.
   • There is an active trial subscription that needs to be canceled before billing starts.
4. The Microsoft data protection team has processes to verify identity and regain access to administrator accounts or assist with tenant/subscription handling when the only admin is locked out.

If direct support creation from the locked tenant is impossible, another documented workaround is:

1. Create a separate, new Microsoft 365 trial tenant (different account) as described in the context.
2. In that new tenant, go to the Microsoft 365 admin center (https://admin.microsoft.com) and open a support request.
3. In the ticket, specify that support is needed for a different, pre-existing tenant where the admin is locked out, and provide:
   • The admin UPN of the locked tenant.
   • The tenant’s onmicrosoft.com domain.
   • The error code AADSTS5000228 and that access to the tenant is denied.
   • The fact that there is a trial subscription that must be canceled before the billing date.

If the subscription was purchased through a third-party (for example, Apple App Store, Google Play, Amazon, Best Buy), cancellation must be done through that retailer’s billing support rather than via Microsoft sign-in.

If none of the above paths work in time and the charge posts, cancellation of future renewals can still be handled once access is restored or via support, and refund eligibility is determined according to Microsoft’s subscription refund policies.

References:

• Delete a tenant in Microsoft Entra ID
• Microsoft Entra ID Free
• Cancel and delete your Azure subscription
• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
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