Unable to access license on Microsoft site

Hello Feng Lin, thank you for posting in the Microsoft Q&A community. I understand you are trying to access a Windows Server 2016 Datacenter license, but the original purchasing email address has expired, and your organization now uses a new email domain, preventing access to the license portal.

When perpetual software licenses such as Windows Server 2016 Datacenter are purchased, they are securely bound to the original purchasing email address. This is typically managed either through a Volume Licensing agreement via the Microsoft 365 Admin Center (formerly the Volume Licensing Service Center), or as a Retail license tied to a standard Microsoft Account. Because the original email domain is no longer active, the authentication system cannot verify your identity to grant self-service access or send password reset links, preventing you from retrieving your product keys or installation media.

• If this license was purchased through a Volume Licensing program (such as Open License or Open Value), Microsoft Support will need to manually intervene to update the associated email domain. First, gather your proof of purchase, which includes the original Agreement Number, Authorization Number, License Number, or a copy of the reseller invoice. Next, contact Microsoft Volume Licensing Support by phone or via the Help & support section in the Microsoft 365 Admin Center. You will need to request a Change in Customer Information Request (CICR). This process officially transfers the administrative rights from your expired domain to your new domain. Once processed, you can log into the portal using the new email to retrieve your software keys.
• If this was a retail digital purchase made directly on the Microsoft Store, you will need to recover the Microsoft Account. You can navigate to the Microsoft Account Recovery form (account.live.com/acsr) via a web browser. Enter the expired email address as the account you are trying to recover, provide your new email address for communication, and fill out the validation details to prove account ownership.

I will follow up on this thread to ensure your issue is resolved. If this helps, please consider clicking 'Accept' the answer.

Official Microsoft Documentation and Best Practices:

• Volume Licensing Support Info: https://learn.microsoft.com/en-us/licensing/contact-us
• Volume Licensing FAQ: https://learn.microsoft.com/en-us/microsoft-365/commerce/licenses/volume-licensing-faq

For a Windows Server 2016 Datacenter license purchased through Microsoft Volume Licensing (VLSC/Open License), access to the license and product keys is tied to the Online Services Manager (OSM)/Volume Licensing Administrator email on the agreement. In this case the original business email has expired and a new email domain is used, so self-service access is not possible and support must update the contact.

Use these steps:

1. Confirm the agreement details
   • Collect the Open License agreement number, authorization number, and license number from the original purchase/confirmation email (like the one shown in the screenshot).
2. Contact VLSC Support to change the OSM email
   • Because the original OSM email (@jmsassoc.com) is no longer valid and has been replaced by a new address (@sdata.us), the OSM contact must be amended by Microsoft support.
   • VLSC Support can update the OSM email in the licensing system when an email address has been replaced with another. Note that normally the old and new email addresses must share the same domain; if the domain has changed, support will guide through the required CICR (Change in Customer Information Request) process.
3. Ask support to re‑enable access and resend activation
   • After the OSM email is corrected, support can ensure the agreement is visible under the correct account in VLSC and that the Windows Server 2016 Datacenter license and product keys are accessible.
   • If an activation email or link is needed again, support can resend or reactivate it as appropriate for the agreement.

If the license still does not appear after the OSM email is fixed, provide the reseller invoice and agreement numbers to VLSC Support so they can verify that the order is correctly associated with the organization and account.

References:

• Online Services (OLS) activation email
• Activate online services in volume licensing
• How can I get my Server and SQL authorization back? - Microsoft Q&A
• SQL volume license not available - Microsoft Q&A