I purchased Business 365 Basic, added my own domain details and now can't log in to it with any credentials!

Question

I purchased Business 365 Basic, added my own domain details and now can't log in to it with any credentials!

Tony Barton 20

I already have a 365 Family account and have had it for several years. Earlier today (14/07/2026) I purchased a 365 Business Basic package, for use in my small family business.

I have created a .onmicrosoft.com email address and received emails from Microsoft confirming purchase etc. I have also allowed verification of my domain hosted on 123-reg.co.uk and had an email from Microsoft to say it has been successful.

Now here is the problem...Every time I have tried to log into my new business account, I get told I can't logon with a personal account or the email or username isn't recognized, even though I have emails confirming what it is, and because of this, I cannot log in, at all, no matter how much I try, and I can't recover credentials because it doesn't recognize the email, and my mobile and other email address (used on family account) aren't recognized either. So I am stuck in an eternal loop!

Please assist asap! not with another AI chat!

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Answer 1

Hi Tony,

Thank you for reaching out regarding the difficulties your organization is experiencing with the Microsoft 365 Admin Center.

Because this issue involves administrative privileges and specific account-level security, I need to handle the next steps with extra care. To ensure we resolve this securely, I have initiated a private message for your convenience and left a note there. At your earliest availability, please review that message so I can assist you more affectively.

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

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Thank you for your attention to this matter. I look forward to your response.

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