How to cancel my subscription without credentials

Hi Nicole, 

Thank you for sharing the details of your situation. 

Since the administrator credentials are still held by a former partner, you will first need to contact Microsoft Support for assistance with verifying your ownership of the business and recovering administrative access to the Microsoft 365 tenant. During this process, Microsoft may request supporting documentation, such as proof of business ownership, the business buyout agreement, billing information, or proof of ownership of the company’s domain. 

When contacting Microsoft Support, explain that: 

• You are now the owner of the business. 
• A former business partner still has the Microsoft 365 administrator credentials. 
• You need assistance regaining control of the tenant. 
• You would also like to cancel the subscription and have the most recent charge reviewed for a possible refund. 

Any refund will be subject to Microsoft’s cancellation and refund eligibility requirements. Microsoft Support will be able to review the subscription, billing date, and payment method after your ownership has been verified. 

You can locate the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support  

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.  

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Tenant lockout   
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.       

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time. 

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.  

Hope you're able to get this resolved soon. 

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