Bought a new Business Plan sub for my new business venture but cannot access account

This is so NOT helpful. As said, our alternate email is nit yet setup. These instructions you shared: 'That alternate email must be an address that can already receive mail and is not part of the new Microsoft 365 tenant.' should be stated in that process. Like this we assumed that we needed to enter a desired email address due to the poor wording!

Thus you suggestion 1) is not working for us!

Tried 2) many times and each attempt takes 15+ minutes! Results are completely useless as we are sent to MS support chat which is, guess what, another bot! Only one time we managed to reach a human, and then got disconnected. We are out of patience!!! We need actual help please.

And point 3) we obvs cannot try,...

Please please please can someone actually help us.

Hi @Astrid Obradovic,

I understand how confusing and frustrating this situation can be, especially when you’ve just completed the purchase.

May I ask whether the invoice for this subscription was also sent to the email address you no longer have access to, or if you currently have a copy of the invoice? If you do have it, please share the invoice number and the tenant domain name with us via private message, and I’ll check whether there is any helpful information I can provide from our side.

To enter our private message channel, please refresh this thread. A pop‑up will appear at the top; select View messages and share the information there.

If the invoice is not available, please try contacting the Microsoft support team again using this instruction:

1. Find the related hotline number to call the frontline and let them raise a ticket for you (expand region under Business users): Customer service phone numbers - Microsoft Support 

2. Carefully follow this instruction to by pass the AI agent:   

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: sign-in.   
• A: What kind of product are you using?   
• B: Microsoft 365 for business.   
• A confirmation: education or company account?   
• B: For companies   
• 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   

If calling the support line in your region is difficult, you may use another regional support number that offers service in your language, or contact the English support line if you’re comfortable communicating in English.

If you continue to have difficulties reaching frontline support, another option is to set up a new Microsoft 365 trial tenant and submit a support request from the admin center, describing the issue with your original subscription in detail. This can sometimes help route the case to the appropriate support team.

• Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.    
• Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.  

• Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    
• Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.    
• Go to Support:   
  • Click on "Help & Support" button like this image. 
  
  • Toggle Support Assistant option to OFF > Type your issue under "How can we help?" Box > click Get Help. 
  • The Contact Support button will become available, you can click on it now. 
  
  • Choose contact method: "Phone" or "Email"      
• Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:      
  • The domain name of your locked tenant      
  • Any error messages you are receiving.    
  • Details about the issues you are experiencing.    
  • Your proof of ownership. 
  
• Finally, clicking on "Contact me".   

Important notes:

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.  
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."  
• Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    

I appreciate your patience, and I hope one of the above options helps move things forward.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. 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.

The confirmation and admin details for a new Microsoft 365 for business subscription are sent to the alternate email address provided during sign-up, not to a Microsoft 365 mailbox that does not yet exist. That alternate email must be an address that can already receive mail and is not part of the new Microsoft 365 tenant.

To proceed:

1. Check the alternate email inbox
   • Locate the introductory/confirmation email that contains:
     • The Microsoft 365 admin user ID (for example, ******@yourtenant.onmicrosoft.com).
     • The sign-in URL for Microsoft 365 for business.
   • Use that admin user ID and the password created during sign-up to sign in.
2. If the alternate email cannot be accessed or was entered incorrectly
   • Standard self-service recovery will not work if the admin address and confirmation email are unknown or unreachable.
   • In this case, direct contact with Microsoft support is required so the Data Protection or support team can verify identity and assist.
   • Use the published customer service phone numbers and, when connected to the IVR, choose the options for business/technical support as described in the moderator guidance in similar cases. If the call drops, call back and use the same path until a support agent is reached.
3. Once access is restored
   • Sign in to the Microsoft 365 admin center with the recovered admin account.
   • Create proper user accounts and email addresses for the new business (for example, ******@yourcompany.co.uk).
   • Ensure a valid alternate email address is configured for the admin account so future notifications (including password resets) are reachable.

Microsoft support cannot call out directly based on a forum post; contact must be initiated from your side via the official customer service phone numbers or support channels.

References:

• What is my user ID and why do I need it for Office 365 for business?
• Get help with your Microsoft account
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A