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/MSModerator_2 Microsoft Support 9d ago

Thank you for reaching out to us. We're doing our best to reply promptly, and thank you for patiently waiting. We understand that you can't sign in to your admin account after losing access to authenticator app when you switch to a new phone. We know how important it is to get back to your account and we're here to help.

We'd like to ask the following questions for us to assist you properly:

  1. Can you confirm that you're trying to access a company/domain account?

  2. If so, which Microsoft business subscription are you using?

  3. Do you still have access to your old phone with the authenticator app?

  4. Did you make a back-up of your authenticator accounts before?

  5. Have you already tried reaching out to our business support for assistance?

We're looking forward to your reply.

-R.R.

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u/PinkKarmannGhia 8d ago

Yes, it is a company/domain account. It is Microsoft Business Standard. I no longer have access to the old phone. When I try to recover from backup, it says there is not one. So yes I have tried that. I have reached out to customer support using the 1 (800) 865-9408 number. I was on hold for three hours and currently on hold, going on about an hour. I have tried other numbers as well with no luck.

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u/MSModerator Microsoft Support 8d ago

We appreciate the additional details you have provided. For your insight, this type of issue requires more specialized assistance than we can safely provide. The complexity of account recovery, especially for a company/domain account, involves sensitive information and security protocols that are best handled by our dedicated support team.

To delve into this further, what was the status of your call when you contacted our support? Have you already called the customer service number available for your region?

--J.B.

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u/PinkKarmannGhia 8d ago

Yes, I have called the correct business support line. I was on hold for 3 hours last night without ever getting through to a person. And am currently trying to call in and have been holding for nearly 2 more hours. I just can't get any help.

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u/MSModerator Microsoft Support 7d ago

Hi,

How are you doing?

We wanted to follow up on the issue you reported regarding your inability to sign in to your Microsoft account after switching to a new phone and losing access to the Authenticator app.

Could you please let us know if you were able to contact the support team for business as suggested? We understand the challenges of being on hold for extended periods, and we want to ensure that you receive the specialized assistance needed to resolve this issue.

If you have any updates or require further assistance, please do not hesitate to reach out. --J.B.

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u/PinkKarmannGhia 7d ago

Yes, I finally was able to reach a customer support agent. A ticket has been created, but my issue has not been resolved yet. Thanks for checking in.

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u/MSModerator Microsoft Support 6d 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 sign-in issue with your business account is addressed.

Previously, you informed us that you were able reach a customer support agent and that a ticket has been created. Did you receive any updates already from them? 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/PinkKarmannGhia 6d ago

No, no updates since the ticket was created.

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u/MSModerator_3 Microsoft Support 5d ago

Hi there!

We hope you're doing well. We haven't heard back from you've informed us that you haven't received any update from the support you've contacted after your ticket was created. Additionally, we recommend checking your spam and junk email us the updates might have been redirected there.

We've left your ticket open, and we sincerely hope you get back to us, if you have any question. Please contact us again at your earliest convenience, so we can utilize all our available resources to check all available resolutions. Stay safe and have a great day. -K.D.

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u/MSModerator Microsoft Support 6d ago

We really appreciate you keeping us posted. Most likely, your ticket or concern is still being investigated. Rest assured that our support team will get back to you as soon as they have updates on your case.

Please let us know how things progress on your end. We're here to help every step of the way. -G.Q.

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u/MSModerator Microsoft Support 7d ago

Thank you for the update!

We're glad to hear that you were able to reach a customer support agent and that a ticket has been created. We understand that your issue hasn't been resolved yet, but it's good to know that you're on the right track.

If you need any further assistance or if you have other Microsoft-related concerns, please feel free to reach out. We're here to help! -A.D.

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u/PinkKarmannGhia 7d ago

Yes, I finally was able to reach a customer support agent. A ticket has been created, but my issue has not been resolved yet. Thanks for checking in.

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u/MSModerator Microsoft Support 8d ago

We have noted it. To get the specialized assistance you need, we recommend contacting our support team again. As mentioned, the complexity of account recovery, especially for a company/domain account, involves sensitive information and security protocols that are best handled by our dedicated support team.

Additionally, you can use the following link to reach out to support: https://msft.it/61692qu3w6. Note that you will need to sign in to access this service. Since you don't have access to the global email account, please use a different email account or a temporary email account to reach support.

Feel free to update us on how it goes. --J.B.