account with which i subscribed to microsoft 365 is not recognised

Hi @Hans Meijer,

Thank you for your time and patience, I have investigated further regarding your situation. 

Because you recently replaced your phone and are the only administrator in the tenant, your current sign in issue is most likely related to your Multi Factor Authentication configuration. Your account is still tied to the Authenticator app on your previous device, and since the new phone has not yet been registered, the verification step cannot be completed. As a result, access to the account is currently blocked until the MFA method is reset.

To move toward a resolution, I suggest the following steps:

1/ Contact Microsoft Data Protection Support by phone

• Since you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:       

IVR: What kind of problem are you concerned about?  

You: Authenticator.   

A: What products do you use?  

You: Office 365 for business.

Verification: Education or company account?  

You: For companies

IVR: Are you an administrator?    

You: Yes.

IVR: Are there any other administrators in your organization?    

You: No.

IVR: Do you need a... Service request?    

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

2/ Create a new tenant to submit a support ticket

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.     

To set up a new tenant, please follow these steps below:

Visit  Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.      

Follow the guided setup process to create a new account for a new tenant.  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:  

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.  

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.  

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."  

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests    

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum.  

If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.     

Hi @Hans Meijer,

Good day, I hope you are doing well.

I can totally understand your concern when you don't have access to your business account while you are still being charged for the subscription.

To better understand the issue, I have initiated a private message session to ask for more details since the information includes your personal information. When you have a moment, please click on “View message” at the top of this thread to open the private conversation and review the document.

Thank you for your patience and understanding throughout this process. I'm looking forward to your response.