So, I have this client who's been using a Business Premium account for over a year, and out of nowhere, he can't log in anymore. After trying a bunch of different methods, I found out that his account seems to be authenticating through live.com instead of microsoft.com, which has turned it into a family account. This is definitely not right since he has receipts proving he's been on Business Premium and even Business Basic before that. When I tried to put in a support ticket, I just got redirected to chatbots and guides, which is super frustrating for him. Has anyone faced this kind of issue before? How can we get in touch with Microsoft to fix this?
3 Answers
This is a crazy situation, but it can happen. Sometimes a personal account can unintentionally get created on a business email, which can be really confusing. You can check by trying to log into the Office apps and see if it asks you whether you're accessing a personal or business account. Just remember to remove any traces of the custom domain from the personal account settings and try reinstalling Office after signing back into the correct business portal.
Similar thing happened with a company I worked with. They had their custom domain set up on personal accounts and when they upgraded to 365, it caused a mess. I had to reset passwords and remove corporate email addresses to clean up the account. In those cases, Microsoft usually runs some cleanup scripts to fix these issues shortly after, so maybe you just need to give it some time.
That gives me a little hope! Hopefully, it gets sorted soon. Thanks for the tip!
I really doubt that the account just transitioned into a personal one without any input. Have you tried logging in using the tenant's .onmicrosoft.com address? Sometimes it can help with troubleshooting these kinds of issues.
Yeah, I thought about that, but it says it doesn't exist. It's wild because he's had this account for years, and now it just seems to vanish. His subscription history on live.com even shows he's switched to a family account for $1.99/month!
That seems really complicated! I’m worried about his old tenant and whether we can get all that data back if we do that.