Cannot log in to an account to fix issues, but when submit help form get told the account doesn't exist

Millom Recreation Centre 0 Reputation points
2026-09-11T09:19:30.6233333+00:00

I have been going around in circles over the past few days trying to resolve a log in issue. I submit the help form and then get told the account doesn't exist and the issue is closed. Unfortunately, the account is one that is used as our admin account, and our office apps are asking us to update the billing and renew our credentials. Impressive for an account that doesn't exist. I cannot talk to a live agent to get help, because you need to log in, which is what we are having a problem with. I follow all the necessary steps but it takes us back to either a verification code, or the authenticator app, both of which we do not have access to. The person who had that on their phone, we can no longer get hold of and because they never transferred it over to anyone else, we are now having dramas. I cannot set up a new authenticator app on another device as you need to be able to log in. Back to square one again. Why is there no easy option to speak with a live agent? Honestly Microsoft, your support pages are not actually helpful when none of the solutions work. You need an option to go to a live agent when all other avenues have been exhausted. If anyone knows of a way we can get around this, I would be very grateful.

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  2. Roebe Ta 1,025 Reputation points Independent Advisor
    2026-09-11T09:38:41.26+00:00

    Hello @Millom Recreation Centre,

    Based on your description, I understand that the admin account for the tenant is locked out and you're unable to complete the required MFA verification.

    If there is another Global Administrator in the tenant, they may be able to reset the affected account's authentication methods and help restore access. Please reach out to your IT administrator/Microsoft 365 administrator if available and ask them to reset your MFA settings using the Microsoft Entra Admin Center.

     Ask your administrator to follow these steps:    

    • Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
    • Navigate to Entra ID > Users > All Users.  
    • Select your user account.  
    • Go to Authentication Methods.  
    • Click "Require re-register multifactor authentication".  

    Additionally, please check whether anyone in your organization is still signed in to the Microsoft 365 Admin Center on another device or browser, as an existing admin session could be used to review administrator accounts and recovery options.

    If you are the only administrator in this tenant, you will need to contact the Microsoft Data Protection team to confirm your identity and restore administrator access. 

    Please try to find the related hotline number to call the frontline and let them raise a ticket for you (please select the work account tab) : Customer service phone numbers - Microsoft Support 

    Depending on your country or region:

    For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

    For some countries, it will be an automated conversation like:    

    • First, when you call the hotline, it asks what kind of problem you are worried about.   
    • Answered: authenticator.   
    • A: What kind of product are you using?   
    • B: Microsoft 365 for business.   
    • A confirmation: education or company account?   
    • B: For business
    • A: Are you an administrator?   
    • B: Yes.   
    • A: Do you have the other admin in your organization?   
    • B: No.   
    • A: You need one.... Service request?   
    • B: Yes   

    Note:

    • You may need to call multiple times before you are connected to a live support representative and can successfully create a support request with a ticket number for tracking. 
    • If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

    I’d like to clarify that I don't represent Microsoft, I do not have access to user sign-in logs, cannot reset MFA, revoke access, or contact Microsoft Support/Data Protection Team on your behalf. Please consider me an end user as well, providing guidance based on experience and documented processes.

    If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!

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