We are unable to access our old account

Question

We have an account under a new domain, but when we attempt to add our old domain to this account, the system prevents us from doing so, indicating that a Microsoft account already exists under the old domain. Unfortunately, we can’t access the administrator account for the old domain because it requires authentication via the Microsoft Authenticator app, and we never receive the notification or code.

We’ve tried multiple times to add and remove the old domain account, but we still don’t receive any authentication prompts or valid codes. As a result, we’re unable to include our old domain in our new account.

This is critical for us because we collaborate with our clients using the old domain. We don’t want to inconvenience them by changing the domain they already have on file for their Teams environment and other services. We would greatly appreciate any assistance in resolving this matter.

Answer 1

Hi @Alvaro

Apologies for this inconvenience. Normally, there's an option to do the 2FA through a different mechanism. If you're not seeing this option though, the best course of action is creating a billing support ticket. You'll need the subscription id of the old account and be able to verify your identity as one of the owners of the subscription. A support engineer should be able assist with transferring ownership of the old subscription.