I'm completely locked out of Minecraft Education Edition account and I am unable to actually get any help

Nick Tourte 20 Reputation points
2026-08-05T18:59:01.2333333+00:00

I got an email that MEE is going up in price; we're not using it. Great, I'll login and cancel the subscription. Oh, but I've changed phones since the last time I logged in, and I no longer have access to the Authenticator app to get a code. I'm completely locked out.

That's ok, I'll chat with a MS representative to figure this out. Oh, but apparently that's not possible. I keep getting redirected to https://account.live.com/acsr to try to recover the account, but when I put in the login email I was given, I get the error "The Microsoft account you've entered does not exist."

It does exist, because I can go to login.microsoftonline.com, use that email address, enter the password, and then I hit the brick wall of needing a code from the Authenticator app that I no longer have access to.

I'm totally stuck, and I will end up reporting my CC as stolen just to get out of the recurring payments. What a pain! HALP!

Microsoft 365 and Office | Subscription, account, billing | For education | Other
Answer accepted by question author
Kai-L 19,140 Reputation points Microsoft External Staff Moderator
2026-08-05T20:11:45.7033333+00:00

Dear Nick, 

Thank you for clarifying, and I appreciate the honesty. That actually explains things nicely, and it is a more common situation than you might expect. Plenty of people have set up a tenant for a specific purpose and then found themselves locked out of their own "organisation" later.

So to confirm: you are the sole Global Administrator of the tenant, there are no alternative sign-in methods registered, and no one else can reset it for you.

I genuinely wish I could reset the Authenticator registration or cancel the subscription for you directly. Unfortunately, as a forum moderator, I cannot access tenants, authentication methods, or billing records. You will need to contact the Microsoft Data Protection team, as they have the tools to verify your identity and help you regain access. For business accounts, the best way to reach them is by phone. You can refer to this article to see the customer support phone number for your region. 

Customer service phone numbers - Microsoft Support 

Here are some tips and a sample response to help you navigate the Interactive Voice Response (IVR) system more effectively: 

In some countries the call is handled by an automated system, which tends to cut people off if the answers do not match what it expects. Here is a flow that generally works better:

IVR: What kind of problem do you have? 

You: Account recovery.

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or business account?

You: For Business 

IVR: Are you an administrator? 

You: Yes. 

IVR: Is there another administrator in your organization? 

You: No. 

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

You: Yes, please connect me with the Data Protection team. 

Kindly note that you may need to repeat this process a few times, availability can vary based on local business hours, and the term "Global Admin" should be clearly mentioned during the call. 

Alternatively, if reaching support by phone is not possible, you can also create a free trial tenant and submit your request from there. To set up a new tenant, follow these steps: 

Visit the Office 365 Enterprise plan and pricing comparison page, choose Basic plan, and click "Try for free" to start a free trial. 

Follow the guided setup process to create your new trial account. 

Once the new tenant is created, you should be able to access your support portal and submit your ticket. 

Sign in to the Microsoft 365 admin center 

Go to Show All > Support > New Service Request. 

In the request, explain your situation in detail. 

The support team will guide you through the identity verification process to help you regain access to your account. 

Important Notes: 

This new test tenant doesn't give you access to your original locked tenant's data or settings. It only serves as a temporary means of contacting Microsoft support. 

Be prepared for Microsoft to want to verify your identity and admin privileges from the previous tenant. 

The processing time may be longer due to contacting support from another tenant. 

Remember to cancel the trial subscription as soon as your original account is restored to avoid unwanted charges. You can do this in the Microsoft 365 admin center, under Billing > Your products. 

For reference: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I truly hope you get this resolved swiftly. Please know that even though I cannot directly intervene, pointing you toward the correct, specialized support is genuinely the most effective help I can offer from my position. Please let me know if you need anything else. Wishing you all the best. 

Was this answer helpful?

1 person found this answer helpful.

1 additional answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Kai-L 19,140 Reputation points Microsoft External Staff Moderator
    2026-08-05T19:35:12.2633333+00:00

    Dear Nick, 

    I can see why this feels like a dead end, especially with recurring billing involved. The key detail is that the address works at login.microsoftonline.com, which means this is almost certainly a Microsoft Entra work or school account, not a personal Microsoft account. The recovery form at account.live.com/acsr only handles personal Microsoft accounts, so the “account does not exist” message there is expected. Personal and organizational accounts use different identity and recovery systems. As a forum moderator, I genuinely wish I could reset the authentication method on your account for you. Unfortunately, my role here is limited to providing general guidance and steps you can apply from your side.

    First, check for an alternative sign-in method:

    At the Authenticator prompt, look for one of the following options:

    • I can’t use my Microsoft Authenticator app right now
    • Sign in another way
    • Other ways to sign in

    Then try any previously registered method, such as:

    • Text message
    • Phone call
    • Security key
    • Another Authenticator device
    • Backup or recovery code

    Please note that simply installing Authenticator on your new phone will not restore access on its own, unless you were able to restore an Authenticator backup, or an administrator re-enables registration for the account.

    If no alternative method is available, the MFA registration will need to be reset by your school's IT administrator/help desk. From the Microsoft Entra admin center, they can:

    • Reset your password. 
    • Revoke sessions, forcing reauthentication.
    • Disable or reset your Multi-Factor Authentication (MFA) settings for your account. This would allow you to log in with just your password and set up MFA again. 

    For detailed instructions, please refer to this Microsoft guide: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

    For additional assistance, use this link to find the appropriate contact number from your region: Contact Microsoft customer support | Microsoft Support 

    I hope this information helps clarify the situation and provides you with a clear path forward. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always happy to help. Have a wonderful day! 

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

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

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.