I need to cancel my Microsoft 365 business account but I can't log in

Hi @Jessica Armstrong

I’m sorry you’ve been unable to access the account and stop the recurring subscription despite trying for several weeks.

I’m just another user on this forum, not a Microsoft employee. Forum contributors cannot access your tenant, cancel the subscription, or make billing changes on your behalf.

Could you please share the exact error message or error code you receive when trying to sign in? If possible, please also provide a screenshot with any personal, billing, domain, and tenant information hidden.

This will help determine whether the issue is related to the username or password, MFA verification, account permissions, or another sign-in problem.

If another Global Administrator or Billing Administrator exists, ask them to sign in to the Microsoft 365 admin center and manage the subscription under Billing > Your products. Microsoft requires the appropriate billing role to cancel a business subscription or change recurring billing.

If you are the only administrator and cannot sign in, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account. 

When a call is made to support, the first step is to provide an automated voice response from AI. Be careful, you won't be able to speak to a support representative if you don't respond appropriately here. 

Contact Microsoft customer support | Microsoft Support 

Here's an example of a response that actually led to a support representative. Please refer to it. 

Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days.

In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround:    

Consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. 

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant. Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

If the subscription was purchased through a Microsoft partner or reseller, contact that partner because Microsoft’s business-support guidance directs customers whose subscriptions were bought entirely through a partner to seek support from that partner.

Please note that turning off recurring billing and immediately canceling a subscription are different actions. Turning off recurring billing leaves the subscription active until its expiration date, while cancellation follows the available cancellation option for the billing account.