Email password issue

Moolap Car Care 0 Reputation points
2026-09-09T02:57:20.1433333+00:00

Very frustrated with microsoft. I've contacted the telephone support and actually spoken to 3 people, but the calls keep getting disconnected. Alternatively the AI system directs me to an address which returns an error message, when I use the administrators e-mail account to log in. (you don't have permissions...)

We can't log into our email and the account is locked out.

When we try the password reset, it sends an email to the administrator email.

However when I log into https://myaccount.microsoft.com/ there is no menu option to change passwords for other e-mail addresses.

Help, how do we recover this e-mail address?

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Moolap Car Care 0 Reputation points
    2026-09-10T05:48:20.1+00:00

    Thanks Teddie

    When I log into Microsoft 365 Admin Centre I get the following error message

    Switch to an account that has permission

    Your account ([Moderator note: Personally Identifiable Information removed]) doesn’t have permission to view or manage this page in the Microsoft 365 Admin center

    Learn more about admin roles

    Trying to manage your Azure environment? Go to the Azure portal

    Correlation ID: [Moderator note: Personally Identifiable Information removed]

    So the confusing thing is when you use the PW reset process for [Moderator note: Personally Identifiable Information removed] it send an e-mail to the admin address advising of the PW change request.

    It seems Service@ thinks admin@ is the administrator, however MS Admin Centre disagrees!

    Cheers

    [Moderator note: Personally Identifiable Information removed]

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  2. Teddie Dang 1,185 Reputation points Independent Advisor
    2026-09-09T05:34:03.8033333+00:00

    Hi @Moolap Car Care

    To better understand your situation, could you please confirm:

    1. What Microsoft 365 subscription do you have (Business Basic, Business Standard, Business Premium, or another plan)?
    2. Are you able to sign in to the Microsoft 365 Admin Center with that administrator account?
    3. If so, does that account have the Global Administrator role?

    The key point is that myaccount.microsoft.com is intended for managing the account that is currently signed in. It is not where administrators typically reset passwords for other Microsoft 365 users.

    If you can access the Microsoft 365 Admin Center with a Global Administrator account, you can normally reset the affected user's password by going to Users > Active users, selecting the user, and choosing Reset password.

    User's image

    If the only Global Administrator account is the one that is currently locked out, there would be no other administrator available to reset the password for the affected account. In that situation, you would need to contact Microsoft Support for tenant/account recovery.

    Since you mentioned that the telephone support calls keep getting disconnected, another possible approach is to create a separate Microsoft 365 trial tenant and use the support options available from that tenant to raise a support request.

    Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

    -Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account.   

    -Click Help & Support > then choose Create a support request.    

    Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft.     

    For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.   

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