Microsoft 365 Business – Missing paid invoices and sole admin locked out by MFA

Milivoje Neskovic 0 Reputation points
2026-10-12T03:35:03.72+00:00

I am the owner and administrator of a small company in Norway with one Microsoft 365 Business Standard subscription purchased directly from Microsoft.

We have two related problems:

1. Missing invoices for payments already collected

Our last received invoice was for July 2026. Microsoft has charged us for August, September and October 2026, but we have not received the corresponding invoices.

The monthly charge increased from NOK 171.25 to NOK 186.79, including VAT.

We need these invoices for our company accounting.

2. Sole administrator locked out due to Microsoft Authenticator

After changing from a Samsung S25 Ultra to an S26 Ultra, I lost access to Microsoft Authenticator.

My password works, but I cannot complete MFA verification. The only available methods are Authenticator approval or an Authenticator verification code.

I cannot access the Microsoft 365 Admin Center to manage billing or cancel the subscription.

I have already contacted Microsoft telephone support, but after speaking with the automated system and waiting for a human agent, I was unable to reach anyone.

My questions are:

How can I open an official billing support case and obtain the missing paid invoices without access to the Admin Center?

How can I request an MFA reset through the Microsoft Data Protection / Tenant Recovery team?

How can I cancel the unused Microsoft 365 Business Standard subscription and prevent further renewals?

I can provide proof of ownership, subscription details and invoices privately through an official secure Microsoft support channel.

I would appreciate a written support procedure, since telephone support has not been successful.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Jade Ng 16,030 Reputation points Microsoft External Staff Moderator
    2026-10-12T04:21:43.9333333+00:00

    Dear Milivoje Neskovic,

    First, I’d like to clarify that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft employees participating here do not have access to backend systems, nor can we directly intervene in Microsoft product features. Our role is limited to providing technical guidance and sharing best practices based on reported issues, requests, or ideas.

    Based on the information you provided, the main issue that needs to be addressed first is restoring access to your administrator account. Since your password is accepted but you can no longer complete the MFA verification after changing your phone, and you are the sole Global Administrator, there is no other administrator within your organization who can reset or require you to re-register your MFA authentication methods. This also prevents you from accessing the Microsoft 365 Admin Center to review your billing information, retrieve the missing invoices, or manage the subscription and recurring billing.

    For this reason, the best course of action is to contact Data Protection directly:

    Since you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

    1.Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365. 

    2.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. 

    3.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. 

    4.Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/AdminPortal/Home#/homepage

    5.Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support." 

    6.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:  

    • Your administrator account email address for the tenant. 
    • The domain name of your tenant.
    • Any error messages you are receiving. 
    • Details about the issues you are experiencing.
    • Confirmation that you are the administrator of the tenant. 

    7.Submit your ticket:

    Follow the prompts to submit your support request. You will likely receive a ticket number for tracking. 

    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." 

    I hope this helps. If you need further assistance, I am always here to help. Thank you very much for your patience and understanding.

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