Microsoft 365 admin access lost after changing username to custom domain

Question

Microsoft 365 admin access lost after changing username to custom domain

João Brandão 0

I have a Microsoft 365 Business account and I recently added and verified my custom domain [Moderator note: personal info removed].

During the domain setup process, I changed my Microsoft 365 sign-in address from my original onmicrosoft.com administrator account to [Moderator note: personal info removed].

I made a mistake when choosing the new username. The address I actually need is [Moderator note: personal info removed] (without the dot).

More importantly, after this change I can sign in with [Moderator note: personal info removed], but when I try to access the Microsoft 365 Admin Center I receive the message that this account does not have permission to view or manage the page.

I therefore appear to have lost access to the Microsoft 365 Admin Center and cannot correct the username myself or create the additional email addresses that I urgently need.

The custom domain escolvia.pt is mine and has already been successfully verified through DNS.

I need help to:

Restore administrator access to my Microsoft 365 tenant.
Change the primary username/email from [Moderator note: personal info removed] to [Moderator note: personal info removed].
Once administrator access is restored, I also need to create the address [Moderator note: personal info removed].

I am currently outside Portugal and I need to resolve this remotely, preferably through written/online support rather than telephone support.

Could you please advise how I can recover the administrator access or escalate this to Microsoft 365 support?

Thank you.

0 comments

1 answer

Your answer

Answer 1

Hello João Brandão,

Based on the information you provided, I understand that you are unable to access your administrator account after changing the username.

Before contacting Microsoft Support, could you please try the following steps:

Open an InPrivate window in Microsoft Edge or an Incognito window in Google Chrome, then sign in to the Microsoft 365 portal using the account that includes the period (.) in the username: https://m365.cloud.microsoft/
Please check whether you are now able to access the account successfully.
If you can access the portal, click the App Launcher (the nine-dot icon) in the upper-left corner and look for the Admin application, as shown in the screenshot below.
If the Admin icon is not available, please try signing in with your original account ending in .onmicrosoft.com and check whether you can access the Admin Center from there.

If you are still unable to access the account and contacting Microsoft Support by phone is not convenient at the moment, you can try creating a new trial tenant using the link below: Microsoft 365 Business Plans and Pricing | Microsoft 365 After you fill out and submit the sign-up form, you'll have access to the Microsoft 365 admin center.

Once you've gained access, contact the Microsoft support team by following the guidance in the following document to create a support ticket: Get support - Microsoft 365 admin | Microsoft Learn

When submitting a ticket, be sure to make it clear that the issue is relevant to different tenant. The Data Protection team will first verify your ownership of the account/tenant and then assist with updating your account information.

Please note that this is a user support forum. Only the data protection team can help you revoke a session and reset passwords, accounts, multi-factor authentication (MFA), and more.

After the issue is successfully resolved, remember to cancel your trial subscription by following the instructions in the following document: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

If you have any further concern, please feel free to let me know.