Cancel subscription without logging in

Good day Victoria, 

Just to gently clarify before going any further, this forum is separate from Microsoft Support. I don’t have the ability to access or investigate individual accounts or escalate the issue directly Microsoft Support because this is a user‑to‑user support forum. 

Based on your description, your admin account is still associated with your previous phone. Since there are no other admins available to reset MFA, identity verification and account recovery can only be handled by the Microsoft Data Protection team, which is authorized to help restore access to your admin account.  

I understand that you have already tried contacting Microsoft Support without success. However, I recommend using the example scripts below, as they may help ensure that your request is routed to the appropriate support team. 

You can find the customer service phone number for your region here: Customer service phone numbers - Microsoft Support . I also recommend calling during local business hours, as this may improve your chances of reaching the correct team promptly. 

When contacting Microsoft, be prepared to verify your subscription ownership by providing details such as your organization name, billing or payment information, registered phone number and alternate email address. 

Once your identity has been verified, the privacy team can reset your MFA settings. After that, you should be able to access the Microsoft 365 admin center and follow the steps in this article to cancel your subscription. 

Tips for navigating the IVR:  

(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 countries, an automated voice system is used. Example of a dialogue: 

IVR: What problem is bothering you? 

Client: Lost access to the only admin account. 

IVR: What product do you use? 

Customer: Office 365 for business. 

IVR: School or Business Account? 

Client: Business account. 

IVR: Are you an administrator? 

Client: Yes. 

IVR: Is there another administrator in your organization? 

Client: No. I am the only admin in my tenant.     

IVR: Do you need to create a support ticket? 

Client: Yes. I need to create a ticket. Please send me direct to the Data Protection team. 

In case you are unable to contact the frontline support: 

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 

As a temporary workaround to prevent any future charges, you may consider contacting your bank and requesting that they block payments to Microsoft. After the subscription has been successfully cancelled, you can ask the bank to lift the restriction if necessary. 

Additionally, here are some reference threads where I have helped other admins contact Microsoft Support, which may give you confidence in using these options: 

Global Admin locked out after iPhone replacement - Authenticator MFA cannot be re-registered 

Sole Global Administrator locked out 

I wish I could help more directly, but as a fellow user in this community, providing these steps is the best support I can offer. I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further. 

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