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Trying to close trial business account and authenticator app won't work so I can't get in!

Hannah 0 Reputation points
2025-12-11T03:30:03.9233333+00:00

Urgently need help cancelling my Microsoft 365 Business trial.

I’m extremely frustrated after spending days of my rare free time trying to resolve this. It should not be this hard.

I was given a 30-day trial for a Microsoft Business account and need to cancel it before I am billed. However, I cannot access the account at all because it is asking for an Authenticator code that never appears for this business login.

  • The Authenticator app works fine for my Hotmail account

It never sends or shows the code for the business account

It lets me reset the password, but after that it still requires an Authenticator code, which I cannot provide

There are no SMS options, no alternative verification methods — just the Authenticator, which is not working

I have tried every support channel:

Multiple phone numbers — all disconnected or redirect me to useless links

  • Online chat — couldn't help, I was transferred to a “data department” and have now been on hold for hours with no resolution
  • ChatGPT has sent me numerous linksand ideas that all go around in never ending circles as well

I simply need this trial account cancelled before I get charged. Please can someone from Microsoft assist me directly to either (1) regain access temporarily, or (2) cancel the subscription from your side?

This has taken an unreasonable amount of time and I would appreciate help from a real person who can resolve this.

Thank you.

Microsoft 365 and Office | Subscription, account, billing | For business | Android
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  1. TiNo-T 9,275 Reputation points Microsoft External Staff Moderator
    2025-12-11T05:08:56.2833333+00:00

    Dear @Hannah,

    Welcome to Microsoft Q&A Forum!

    Thank you for sharing your experience, I truly understand how frustrating this situation must be, especially after spending so much time trying to resolve it. I’m here to help you find the quickest way forward. But first, I want to confirm with you that Microsoft Q&A moderators in this forum (including me) do not have the right to access internal databases to solve this Authenticator issue and cancel the subscription for you. Only Microsoft Support (Data Protection team) can do it. However, here are my instructions that may help you:

    Option 1: First, please check if you can log in to the Microsoft 365 Admin Center.

    • If you can access it, you can cancel the subscription yourself by following the steps in this guide: Cancel your subscription in the Microsoft 365 admin center
    • If you cannot access the Admin Center and you are the only Global Administrator and you are completely locked out from the tenant. So, only Microsoft Support team can help you in this Authenticator issue. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support (search Business User). The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access. 

    Because you mentioned that you cannot reach to Microsoft Support due to AI bot, here is the tip to connect directly with a real person:

    • The call must include the term AdminCenter, and the role must be specified as Global Administrator. In the description of the request, the term AdminCenter must also be mentioned.
    • During the telephone dialog, if asked about another administrator, you can answer “No”. The call will then be forwarded to a real support agent, and a service request can be created.

    Reference: [article] What to do if Microsoft Authenticator is not available and you can't sign in to your orga… (the linked page is in Japanese, so please use a translator when reviewing it).

    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. I know that this is not a convenient solution to hear but it seems to be the only way.

    Option 2: If the wait time becomes too long, I highly recommend contacting your bank or card issuer to temporarily block or stop the transaction to prevent any charges while the issue is being resolved.

    Option 3: Additionally, this is the last way that I can recommend for you in this case: you can submit a support request after registering a Free Trial here: Microsoft 365 Business Plans and Pricing | Microsoft 365

    User's image

    Please note: this method does not ask you to use new account, it helps you to use other global admin account to raise support ticket because you only have 1 global admin account (your trial account) which were locked out due to Authenticator issue. This temporary Global Admin account is free for 1 month and please remember to cancel it after you finish to submit MFA support for your trial Global Admin account in order to avoid automatically renew from Microsoft system (you can consult the article link above to cancel subscription in Admin Center for this new trial account).

    After registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket.  

    User's image

    You can follow this link for more instructions: Get support - Microsoft 365 admin | Microsoft Learn 

    Hope this helps and please feel free to update to me in comment section.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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