How to access or convert a Microsoft account without a login ID or password

GraemeG-3877 60 Reputation points
2026-08-11T19:23:28.4433333+00:00

Many years ago an independent IT consultant established a Microsoft business account for our church to purchase a Microsoft365 license. He subsequently died, and if he left any documentation of the account details it has long since been lost. The church has been paying a monthly fee (at the full business premium rate) for the license ever since. We have no way to sign into that account.

We have now established a new non-profit account for the church and purchased three Microsoft 365 Business Standard user licenses. In the process of configuring it I find that I can't add the church's URL to the new account, because it is already assigned to the other account. The error message tells me the name of the account, but without an admin user name I can't even reset the password for it.

The error message also says "If you can't access [****].onmicrosoft.com, please contact our support team for help."

Once the new licenses are set up I will need to terminate the old account and its 365 license.

How do I proceed.

Microsoft 365 and Office | Install, redeem, activate | For business | Windows
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Answer accepted by question author
Ryan-N 15,745 Reputation points Microsoft External Staff Moderator
2026-08-11T19:36:23.36+00:00

Hi GraemeG-3877,

Welcome to the Microsoft Q&A forum.

Based on your description, your domain is currently stuck in an old tenant that you can no longer access, and you would like to assign that domain to a new tenant.

In this situation, you can contact Microsoft Technical Support.

They will ask you to provide information to verify that you are the legitimate owner of the domain.

Once the verification process is successfully completed, they can directly assist you in removing the domain from the old tenant and assigning it to your new tenant.

At the same time, you can also directly ask the support agent assisting you to terminate any subscriptions associated with the old tenant or account in the system.

To create a support ticket with Microsoft Technical Support, you can refer to the following documentation:

 Get support - Microsoft 365 admin | Microsoft Learn

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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