Customer isn't able to login to Teams free (classic) and has no access to own organization

[KB-2bits]

Hello Microsoft-Tech-Team,

we have a customer that is unable to login to their teams account (changed password and forgot it after a while).

The main problem (prior to the login problems) was that they weren't able to use their own organization to create teams and add members etc...

What we tried so far:

We tried to reset the password, but the reset email doesn't show up, we checked any junk-mail or spam filter they had. If we try the alternative method microsoft provides, we fill in all the information we know, but 24 hours later microsoft comes back with an email that says that they couldn't identify us and didn't unblock the account.

We tried to fully wipe the teams installation on one of the pc's, that worked but because we are not able to login, we are stuck there also.

Is there a way to

- Find out which Teams account is the "master" one and unblock it? 

- Alternatively reset the whole Teams "tenant" to start over fresh?

Your help is much appreciated. 

Thank you!

Sincerely

Kevin Braun

[#2]

@KB-2bits 

Since the community has not yet responded to your post, you might want to seek assistance with other resources that are focused on tech support:

• Ask your IT manager to open a support case or call Microsoft using the support line you were given.  Other options for business subscription admins are listed here:

Get support | Microsoft Docs

https://support.serviceshub.microsoft.com/supportforbusiness/create

• Additional tech support is available at support.microsoft.com or Answers.microsoft.com, where authorized Microsoft agents are available to trouble an issue until it’s resolved.