I need Microsoft to release my domain from old broken tenant to my new business tenant

Hi Dana,

Thank you for providing these details 

In this situation, the domain cannot be released until ownership has been successfully verified. The best course of action is to work directly with the Microsoft Data Protection Team, who are responsible for handling tenant recovery and ownership validation requests. Once they have reviewed your case and confirmed your ownership of the domain, they can facilitate the release of the domain from the old tenant, allowing it to be added to your new Microsoft 365 tenant. 

Just to gently clarify before we go any further, forum moderators do not have the ability to access, modify, or recover user accounts. Due to security and privacy requirements, issues such as sign in failures, password recovery, and multi factor authentication can only be addressed by Microsoft’s dedicated support teams, who have the appropriate tools and authorization to manage account level settings securely.   

To move toward a resolution, please open a support request from your new Microsoft 365 Business tenant: 

• Sign in to the Microsoft 365 Admin Center using your admin account  
• Select Help & Support (bottom-right corner)  
• Enter a request such as “ I own and control the DNS for my domain, but it is currently attached to an old Microsoft 365 tenant that I can no longer access. I need assistance from the Microsoft Data Protection Team to verify ownership and release the domain so it can be added to my new Microsoft 365 Business tenant. The verification code is not being delivered to my business email or alternate email.”  
• Choose Contact support and select your preferred contact method (chat or phone). 

When you connect with the team, having these documents ready can help speed up verification:  

• Domain ownership (DNS management access)  
• Billing/subscription details (payment methods, account history)  
• Tenant ID of the locked organization  
• Business registration documents  
• Authorized signatory documentation .

If you're unable to access the Microsoft 365 Admin Center, I recommend contacting Microsoft Support directly. You can reach them by phone using the contact numbers listed here: Customer service phone numbers - Microsoft Support  and choose Work account.    

I understand you have already attempted to contact Microsoft Support by phone and were unable to open a case through the IVR system. Please try the following option, and I sincerely hope it helps resolve the issue for you.  

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.           

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:          

Here are some tips and an example of a prompt to help you reach out the Microsoft Data Protection team support more effectively:       

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)             

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.            

IVR: Do you need a... Service request?     

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

Hopefully this helps guide you toward a quick resolution. Should any further questions arise, please don’t hesitate to reach out again.  

Thank you for your understanding, and wishing you a wonderful day ahead.  

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