I want to cancel this account but it will not allow me to do so.

Dear @Keith Donaghy,

I sincerely apologize for the inconvenience you are experiencing.

This issue typically occurs when the same email address is associated with both a personal Microsoft account and a Microsoft 365 work or business tenant. In these situations, Microsoft automatically redirects sign‑in to the personal account, which prevents cancellation of the business subscription.

Please note that Microsoft 365 business subscriptions cannot be cancelled from the personal Microsoft account portal. They must be cancelled directly from the Microsoft 365 Admin Center while signed in with the work or school account that owns the subscription.

Since you are the only admin and cannot access your account, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/admin accounts. The data protection team is the only support team to verify and reset the account.

In this case, the best course of action is to contact Data Protection directly.

For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. 

If you can reach Microsoft by phone, use the official Global Customer Service phone numbers list. Choose your region > your country > if your country lines fail or lack English support, select a nearby country (e.g., Singapore) or the United States number, Microsoft explicitly allows this.

If you have already tried the customer service phone numbers without success, you can try setting up a new trial tenant and submitting your support request:

1.Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365. 

2.Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process. 

3.Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment. 

4.Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/AdminPortal/Home#/homepage

5.Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support." 

6.Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:  

• Your administrator account email address for the tenant. 
• The domain name of your tenant  
• Any error messages you are receiving. 
• Details about the issues you are experiencing (e.g., being charged even after canceling the service)
• Confirmation that you are the administrator of the tenant. 

7.Submit your ticket:

Follow the prompts to submit your support request. You will likely receive a ticket number for tracking. 

Important notes:  

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• The resolution time might be longer as you are contacting support from a different tenant. 
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" > "Your products." 

I hope these steps will help resolve your issue. If you need further assistance, I am always here to help.   

Thank you for your patience and understanding. I appreciate your continued trust!

To cancel the unwanted Microsoft 365 subscription, the admin must make sure the correct account and portal are used, then cancel from the appropriate place.

For a personal Microsoft 365 subscription (tied to a personal Microsoft account):

1. Go to https://account.microsoft.com/services/microsoft365 and sign in with the personal Microsoft account that owns the subscription.
2. Under the Microsoft 365 subscription, select Cancel subscription (or Upgrade or Cancel).
3. Review the Please review section, then choose I don't want my subscription to confirm cancellation.
   • If only Turn on recurring billing appears, the subscription is already set to expire and will not be charged again.

For a Microsoft 365 for business subscription (tied to the work/organization account where the user is admin):

1. In the admin account, go to the Microsoft 365 admin center and open Billing → Your products.
2. Select the business subscription that needs to be canceled.
3. In Subscription and payment settings, select Cancel subscription.
4. In Options for canceling your subscription, choose Cancel now or Cancel before the next renewal date, then Next.
5. Select a cancellation reason and confirm with Cancel now.

If the portal keeps reverting to the personal account, sign out of all Microsoft accounts in the browser, then:

• Open a private/incognito browser window.
• Sign in only with the work/admin account to cancel the business subscription, or only with the personal account to cancel the personal subscription.

If closing the entire Microsoft business account is required after canceling all subscriptions, follow the steps in Close your Microsoft business account (requires Global Administrator and cancellation of all active subscriptions first).

Before canceling, back up any data (OneDrive, SharePoint, email), because user access and stored data may be removed after cancellation.

References:

• Cancel a Microsoft 365 subscription
• Cancel your subscription in the Microsoft 365 admin center
• Close your Microsoft business account
• How to get a refund on a Microsoft subscription
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• Cancellation - Microsoft Q&A