Locked out of onmicrosoft.com because I lost 2FA

My onmicrosoft.com Visio subscription is a personal account I created. It is not related to any business. No other person ever had any access to it and now I do not either.

I could cancel my credit card that bills the account but this will just cause further problems. There must be some way to get Microsoft help to access my account?

Hi @Nigel,

Thank you for posting on Microsoft Q&A forum and I'm sorry to hear you're having trouble logging into your Microsoft account. 

An onmicrosoft.com address is automatically created when someone sets up a Microsoft 365 business tenant, which makes it a work or school account rather than a personal Microsoft account. Personal accounts use domains such as outlook.com or hotmail.com and are managed individually, while onmicrosoft.com accounts are part of an organizational tenant and follow business authentication and recovery processes.

Based on the information provided, it appears you are the Global Administrator for your Microsoft 365 tenant. As you are currently unable to access the account due to authentication challenges, please follow the steps outlined below to regain access to your onmicrosoft account.

Option 1: Contact Microsoft Data Protection Support by phone (primary method) 

To regain access to your admin account as you can't access the Admin Portal, 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. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible. 

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?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: 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.

Option 2: Create a temporary account (trial tenant) to submit a support ticket (alternative method)

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link 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.     

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

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, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your accounts 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.

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