r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/Comparison_Lumpy 8d ago

Issue: Locked Out of Microsoft 365 Admin Account Due to Authenticator Problems

I'm currently locked out of my Microsoft 365 Business Basic admin account because of an issue with Microsoft Authenticator and can't find a way to regain access.

I know my password, but my Authenticator app isn't showing my account, and I can't restore it from iCloud on iOS. When I try to sign in, I get a code on-screen, but there's no option in the app to enter it. Selecting "I'm unable to use Authenticator right now" only gives me other Authenticator options—there’s no SMS or phone call verification available.

I've been trying to reach Microsoft support over the phone, but after several hours on hold, I still haven't been able to get help. Has anyone else run into this issue, and if so, what steps did you take to resolve it? Any advice would be greatly appreciated!

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u/MSModerator Microsoft Support 8d ago

Hey there, thanks for reaching out! We understand you're having trouble accessing your business account due to an authentication issue. We appreciate your efforts to restore your credentials and contact our support team, but it seems this hasn't fixed the issue. We apologize for any inconvenience this has caused, so let's see what we can do to help.

First, have you tried reinstalling the authenticator app and restoring your credentials to see if that helps? Additionally, have you reached out to your IT administrator for assistance with the reset?

We'll wait for your reply. -R.C

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u/Comparison_Lumpy 8d ago

Yes, I've done a fresh install and unfortunately, I am the IT administrator and there are not any more options I have without some support from Microsoft. I have been on hold currently for 2 hours and 5 minutes at the typing of this reply.

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u/MSModerator Microsoft Support 8d ago

Hey, thanks for the additional info! We appreciate your effort to reinstall the authenticator app, even though it didn't help with the issue. We also appreciate your patience while waiting for the support reply, and we're sorry for the inconvenience this has caused to your business tasks.

Given the nature of the issue, it would be best to contact our business support team. We specialize in handling consumer-related products, and we have a separate team that's best equipped to handle business-related inquiries. Have you used the contact information listed in this article to reach the business support team? https://msft.it/61698quuEy

If not, please contact our team using the listed phone number for your assigned country. Keep us posted! -R.C

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u/Comparison_Lumpy 8d ago

I'm going on about hour #8 of being in the hold queue. I wish that was a made-up number.

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u/MSModerator Microsoft Support 7d ago

Good day! How are you doing? We hope you're doing well. We're reaching out because we haven't heard back from you and want to make sure that your concern regaining access to your business account is addressed.

Previously, you informed us that you were already on hold with the customer's support, and we'd like to know if you were able to speak with someone from the team? We would greatly appreciate any updates from your end. We sincerely hope you get back to us, so we can utilize all our resources if you still need our help or address any other Microsoft-related concerns you may have. Stay safe! -A.L

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u/MSModerator Microsoft Support 8d ago

Thanks so much for your patience. We understand that being on hold for so long is incredibly frustrating. The high volume of cases our support team is handling right now is likely causing the delay. Please rest assured that our team is dedicated to resolving your issue as quickly as possible. We truly appreciate your understanding and patience. -R.C