System not recognising my email address

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System not recognising my email address

Ess M 20

Unable to login - system states "email address isn't in our system. Make sure you typed it correctly.". I have typed it correctly. Unaable to raise a request as the support system repeatedly refers me back to Microsoft 365 login page and I cannot login. I have reset the password and also followed instructions to recover account - neither has worked.

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Answer 1

John Jefferson Doyon 47,825 Independent Advisor

Hi, I'm John! I will help you with this.

To help narrow down the issue:

Are you trying to sign in with a personal Microsoft account or is this a Microsoft 365 Business / work account linked to a company domain?
If it’s a Microsoft 365 Business account, do you know if there were any recent billing issues, such as the subscription becoming past due or expired?

Click "Add comment" to let me know.

Regards,

John J.D.

John Jefferson Doyon 47,825 Reputation points Independent Advisor

2025-12-13T16:54:10.3533333+00:00

Please continue to troubleshoot with me. Provide more details about the issue by answering my questions.
Ess M 20 Reputation points

2025-12-13T16:59:59.1333333+00:00

Thank you. Its a Microsoft 365 Premium accountthrough my personal email and shared with my work email (I'm self employed - so I am the (useless) IT lead) linked to a domain name. There are no billing issues
John Jefferson Doyon 47,825 Reputation points Independent Advisor

2025-12-13T17:25:09.37+00:00
Thank you for letting me know.

If you are the only Global Admin and don’t have any alternative verification methods set up (like backup phone or email), then the only way forward is to contact Microsoft 365 support directly https://xtls-v4.hkg1.meaqua.org/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide They’ll ask you to verify your domain ownership and can help reset the MFA requirement so you can get back into your account.

Or, you can create a temporary trial Microsoft 365 Business account and use it to reach Microsoft Support directly through the admin center, that often helps you connect with the right support team faster:

Create a trial account here: https://www.microsoft.com/microsoft-365/business/microsoft-365-business-standard-one-month-trial

Using the trial account, Sign in to Microsoft 365 admin center https://admin.microsoft.com

Select Support > Help and support, enter your question and select Contact support.

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

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