Sole Admin can't access account because of authenticator issues

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

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

If the grace period for your expired nonprofit trial has passed, access to the account and its data becomes restricted. Unfortunately, a migration specialist won’t be able to proceed without that access.

As a workaround, I suggest creating a new Microsoft 365 trial account so you can reach Microsoft support directly through the admin.microsoft.com portal.

• 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.

From there, you can explain the situation and request that they help you recover or transfer ownership of the original account.

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

Regards,

John J.D.

I understand your frustration.

Since it’s already past the estimated response time, I recommend signing in to the Microsoft 365 Admin Center using your Family account and checking the Support > View service requests section to see if there are any updates or if the case shows as “active” or “closed.”

If it’s still open but hasn’t moved, try adding a follow-up note to the case. Sign in to Microsoft 365 admin center https://admin.microsoft.com Select Support > Help and support, enter your question and select Contact support.