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Extremely Unhelpful Support – Domain Locked in Old Tenant Still Unresolved Since 23 Nov

Fred Kinai 0 Reputation points
2025-12-04T20:06:22.03+00:00

Hello Microsoft Community,

I am posting here out of complete frustration and disappointment with Microsoft Support. For nearly two weeks, I have been trying to get help with a very simple and urgent issue, and Microsoft has been extremely unhelpful, unresponsive, and repeatedly providing irrelevant answers.

The Real Issue: Our domain is stuck in an old Microsoft 365 tenant that we no longer have access to. We urgently need Microsoft to remove it from that old tenant so we can add it to our new tenant and restore our email functions.

This is a straightforward request that only Microsoft can resolve.

Despite explaining the situation clearly—multiple times—I keep receiving the same incorrect response, claiming the issue is related to MFA reset. It is NOT. It has never been. But no matter how many times I clarify this, I receive the same scripted MFA message again and again.

It feels like support is not even reading the ticket.

Here is the situation:

  • Case ID: [Moderator note: personal info removed]

Issue Submitted: 23 November

Today: 5 December

Progress: Zero

Support Quality: Extremely poor

This has been an unbelievably frustrating experience. I genuinely expected better from Microsoft. Instead, I am left feeling ignored, misunderstood, and completely unsupported—while a critical part of my business remains down.

Our email services are disrupted. We cannot move forward. We cannot add our own domain to our own tenant. And all attempts to reach Microsoft have resulted in copy-paste responses that have nothing to do with the actual problem.

It is honestly shocking how difficult Microsoft has made it to resolve something that should take minutes.

Why I’m Posting Here: I am hoping someone in this community—or a Microsoft moderator who actually pays attention—can help us get this issue escalated to the proper team. We desperately need someone who understands tenant/domain ownership issues, not MFA troubleshooting scripts.

What We Need

Remove the domain from the old tenant

Escalate to the correct Microsoft 365 team

Assign an engineer who actually reads the case details

Microsoft Support has been incredibly unhelpful so far, and I am extremely unsatisfied with how this has been handled. I really hope someone here can help point this case in the right direction.

Thank you.Hello Microsoft Community,

I am posting here out of complete frustration and disappointment with Microsoft Support. For nearly two weeks, I have been trying to get help with a very simple and urgent issue, and Microsoft has been extremely unhelpful, unresponsive, and repeatedly providing irrelevant answers.

Our domain is stuck in an old Microsoft 365 tenant that we no longer have access to. We urgently need Microsoft to remove it from that old tenant so we can add it to our new tenant and restore our email functions.

This is a straightforward request that only Microsoft can resolve.

Despite explaining the situation clearly—multiple times—I keep receiving the same incorrect response, claiming the issue is related to MFA reset. It is NOT. It has never been. But no matter how many times I clarify this, I receive the same scripted MFA message again and again.

It feels like support is not even reading the ticket.

Here is the situation:

Case ID: [Moderator note: personal info removed]

Issue Submitted: 23 November

Today: 5 December

Progress: Zero

Support Quality: Extremely poor

This has been an unbelievably frustrating experience. I genuinely expected better from Microsoft. Instead, I am left feeling ignored, misunderstood, and completely unsupported—while a critical part of my business remains down.

Impact on Business:
Our email services are disrupted. We cannot move forward. We cannot add our own domain to our own tenant. And all attempts to reach Microsoft have resulted in copy-paste responses that have nothing to do with the actual problem.

It is honestly shocking how difficult Microsoft has made it to resolve something that should take minutes.

Why I’m Posting Here:
I am hoping someone in this community—or a Microsoft moderator who actually pays attention—can help us get this issue escalated to the proper team. We desperately need someone who understands tenant/domain ownership issues, not MFA troubleshooting scripts.

What We Need Immediately:

Remove the domain from the old tenant

Escalate to the correct Microsoft 365 team

Assign an engineer who actually reads the case details

Microsoft Support has been incredibly unhelpful so far, and I am extremely unsatisfied with how this has been handled. I really hope someone here can help point this case in the right direction.

Thank you.
[Moderator note: personal info removed]

Microsoft 365 and Office | Subscription, account, billing | For business | Windows

2 answers

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  1. Q&A Assist
    2025-12-04T20:06:33.76+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    If your domain is stuck in an old Microsoft 365 tenant that you no longer have access to, the best course of action is to submit a support request to Microsoft. You can escalate the issue by contacting Microsoft Support directly and providing them with your case ID (in your case, [Moderator note: personal info removed]) to ensure they can track your request.

    Here are some steps you can take:

    1. Submit a Support Request: If you haven't already, submit a support request through the Microsoft 365 admin center. Make sure to clearly explain the issue and mention that the domain is locked in an old tenant.
    2. Escalate the Issue: If you continue to receive irrelevant responses, ask to escalate your case to a higher level of support or a specialized team that handles tenant/domain ownership issues.
    3. Follow Up: Regularly follow up on your case to ensure it is being addressed. You can also ask for updates on the status of your request.

    Unfortunately, resolving domain issues typically requires Microsoft’s intervention, especially if the domain is associated with an unmanaged tenant. It’s important to be persistent in your communications with support to ensure your issue is resolved as quickly as possible.

    References:

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  2. Kristen-L 6,895 Reputation points Microsoft External Staff Moderator
    2025-12-04T21:43:06.25+00:00

    To protect your privacy, we have removed any private details from your post.

    Hi @Fred Kinai,

    Welcome to Microsoft Q&A forum.  

    Thank you for sharing your experience with us. I completely understand how challenging this situation is, especially when email services are disrupted and business operations are affected. It’s clear you’ve been working hard to resolve this, and I’m truly sorry that previous responses have not addressed the core issue. Your concern is valid, and we appreciate you bringing it to our attention.

    You are looking to remove a domain from an old Microsoft 365 tenant so it can be added to your new tenant. This process requires assistance from the Data Protection Team (DPT), which specializes in handling these scenarios. They have the necessary tools and permissions to complete the process securely and accurately, so you are in the right hands.

    To proceed, the DPT team will assist you in regaining access to your Global Administrator account. Once access has been restored, you can remove the custom domain and then add it to your new tenant. This step is required to ensure both security and compliance.

    Here are the most common ways to verify ownership:

    • Domain ownership: Provide DNS access or registrar details.
    • Billing information: Share the last four digits of the card used for payment or previous invoices.
    • DNS records: Confirm existing DNS entries for the domain.
    • Previous admin account information: If possible, provide the original admin account (usually in the format ******@yourcompany.onmicrosoft.com) or purchase confirmation emails.

    I have flagged your case for urgent review and clarified that this is a domain removal issue, not MFA-related. Please note that forum moderators do not have access to account settings and cannot assist with login, password resets, or access changes. Tenant-level actions can only be performed by the DPT team. Our role is to guide you to the correct team and support you within our scope.

    Please continue working with the DPT team through your existing support case. They will not directly remove the domain from the old tenant; instead, they will assist you in regaining access to the Global Admin account. Once access is restored, you can log in and remove the custom domain yourself. This approach ensures the domain is properly released and avoids ownership conflicts.

    We understand how critical this is for your business, and we will do everything possible to ensure your case is routed to the correct team and handled with priority.
    Thank you for your patience and persistence - we truly appreciate it.

    Warm regards.

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