Account not being recognized as business account

It seems that the customer is experiencing issues with their account being recognized as a work account. Here are some steps that may help resolve the situation:

1. Verify Account Type: Ensure that the account being used is indeed a work or school account and not a personal Microsoft account. Sometimes, users may have similar email addresses for both types of accounts.
2. Check Global Admin Status: Since you mentioned that the account is a Global Admin account, confirm that it is still active and has not been inadvertently disabled or removed.
3. Contact Support: Since the Indirect Reseller is unable to raise a priority support ticket due to expired GDAP access, it may be necessary for the customer to contact Microsoft support directly. They can find the appropriate support phone number for their region at Support for Business Products.
4. Use Security Information: If the customer is locked out, they can attempt to reset their password using security information if it has been set up. This feature is only available if enabled by the global admin.
5. Emergency Access Account: If the customer has set up an emergency access account (break-glass account), they can use it to regain access to the tenant.
6. GDAP Access Renewal: It may also be beneficial to renew GDAP access if possible, as this will allow the Indirect Reseller to assist further.

If these steps do not resolve the issue, contacting Microsoft support directly will be the best course of action to address the sign-in problems and account recognition issues.

References:

• Troubleshoot sign-in issues and account access problems
• Which support portal should I use?

Hello @Admin - Greenweb Analytics

Welcome to the Microsoft Q&A Community! 

Thank you for contacting us regarding the recent sign-in difficulties and email delivery problems. I understand the impact this situation may have on your operations. 

• Your account is currently being redirected to the Microsoft personal account sign-in page (live.com) instead of the work or school account sign-in page. This typically occurs when the same email address exists as both a personal Microsoft Account (MSA) and a work account in Microsoft Entra ID, or when the tenant is in a restricted state. 
• Attempts to sign in using the .onmicrosoft.com Global Administrator account have also failed, which suggests either a lockout caused by Multi-Factor Authentication or Conditional Access policies, or that the tenant is in a disabled state. 
• Email messages are bouncing, which may be due to the tenant being suspended or disabled, or because of misconfigured DNS authentication records such as SPF, DKIM, or DMARC. 

If this is the case, as recommended by Q&A Assist, you'll need to verify your account type first: 

Attempt to Sign In Using the Global Administrator Account 

Please use an incognito or private browser session and navigate to the following URLs: 

• admin.microsoft.com 
• entra.microsoft.com 

These endpoints are designed for work or school accounts. If you are still redirected to the personal account sign-in page, proceed to step two. 

Resolve Account Collision if Present 

• If the corporate email address is associated with a personal Microsoft Account, sign in to account.microsoft.com using the personal account credentials. 
• Add a new alias (for example, an Outlook.com or Gmail address) and set it as the primary alias. 
• Remove the corporate email address from the personal account.  This ensures that the corporate email address is routed exclusively to the work account in Microsoft Entra ID. 

If Global Administrator Access Cannot Be Restored 

Since your Microsoft 365 subscription is provisioned through a reseller, all priority support requests must be submitted through that reseller. This is a requirement of the Microsoft Cloud Solution Provider (CSP) program, which ensures that your partner remains the primary point of contact for service management and escalation. 

Please kindly reach out to your reseller again and request that they submit a support ticket on your behalf. If their Granular Delegated Admin Privileges (GDAP) have expired, they will need to re-establish the relationship with your tenant once access is restored. This step is essential for them to regain the ability to raise tickets and manage your services. 

We appreciate your cooperation and will continue to support you throughout this process. Please let us know if you need further assistance. 

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