Having trouble re-newing my MS365 account: [Moderator note: personally identifiable Information removed]@diversifiedglazing.com

Dear Nick Ridout,

Thank you for the clarification.

Since you cannot sign in to the @diversifiedglazing.com work account and don't have permission to access subscription management for that tenant, please try signing in using an InPrivate/Incognito browser window or another device, then log in only with your @diversifiedglazing.com account to help isolate the issue. This will prevent Microsoft from automatically selecting an existing account.​‌

If not, and you are the only Global Administrator, you will need to contact Microsoft Data Protection Support to request an MFA reset. They will verify ownership of the tenant before assisting. If there are other Global Administrators in the organization, ask one of them to help you instead.

Note: As this is a public community forum, no one here has access to your Microsoft 365 tenant, subscription details, or account information, so I cannot directly view or modify the subscription for your tenant/account.

The most direct method is to call Microsoft's support line to raise a request for regaining your account access. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

- You may also consider calling a Microsoft support number for a different region if support in your local region is unavailable or unable to route your case appropriately.

- While calling, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore it and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.  

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Once you are able to access the Microsoft 365 account associated with @diversifiedglazing.com, you can typically reduce the number of licenses you no longer need and then renew your subscription.

• In the Microsoft 365 Admin Center, go to Billing > Your products, select the expired subscription, and look for an option to change the quantity of licenses during the renewal process.
• Microsoft provides guidance on managing and reducing license quantities here: Remove licenses from your subscription

I hope the information shared is helpful. If you have any questions or are stuck on any steps, please feel free to reach out. Looking forward to your update.