Locked out of primary mailbox AND admin account after support-initiated license change — ongoing since Saturday, no resolution

MindWorks 0 Reputation points
2026-08-10T23:28:13.8666667+00:00

Tracking ID from email correspondence: [Moderator note: Personally Identifiable Information removed]

  Environment: Microsoft 365 tenant, two separate licenses — Microsoft 365 Apps for Business, and a standalone Exchange Online license.

Timeline:

  • Saturday: Contacted support regarding a desktop Outlook connection issue. Root cause of that original issue was never identified by support.
  • Support's fix was to change my primary/UPN email to the address tied to the other license, citing that my Exchange product "didn't include desktop app access" — with no explanation for why this had worked without issue until that morning.
  • Following this change, my primary mailbox became inaccessible via Outlook on the web within 24 hours — attempting to log in returns as if the account no longer exists.
  • The technician told me the issue would resolve itself — first within 15–20 minutes, then a couple of hours, then overnight. He did not call back after the overnight wait as promised.
  • I no longer have access to either the affected email account or the admin account. I have no remaining way to view or manage licensing on this tenant myself.
  • Sunday morning: Escalated in writing to the original technician and two supervisors, requesting restoration and an explanation.
  • Today (Monday): When asked for my availability, I responded with an timezone specific deadline of end of business for contact. That deadline has passed with no response.

How do I get access?

Microsoft 365 and Office | Subscription, account, billing | For business | MacOS
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  1. BabybooHN 3,040 Reputation points Independent Advisor
    2026-08-10T23:46:32.7966667+00:00

    Dear @MindWorks,

    Because you already have an active Microsoft Support case (Tracking ID), I recommend continuing to work with Microsoft Support rather than creating multiple unrelated troubleshooting threads.

    What I recommend now:

    • Reply to the existing support email/case and clearly state that you are still completely locked out and that the promised callback has not occurred. Ask the support team to escalate the case to the appropriate Microsoft 365/Exchange identity and licensing team and restore access to the affected account.
    • Include the existing Tracking ID in every reply so the new agent can review the previous investigation and actions already taken.
    • If you receive no response through the existing case, create a new Microsoft 365 Support request using any available administrator/contact method and provide the previous Tracking ID. Explain that the current case resulted in loss of access to both the mailbox and administrator account.
    • In the new case, specifically request that Microsoft review the UPN/primary SMTP address change, license assignment, mailbox status, and administrator account access. Do not make additional license or UPN changes yourself while access is unavailable, as this could make the situation more difficult to diagnose.

    Please also review the previous case history rather than starting the investigation from the beginning, as the current access problem occurred after the changes made by the previous support technician.

    Please understand that I am just a user like you, here to help you find a solution to the issue. If you have any questions, feel free to contact me, and I will get back to you.

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