Microsoft Data protection

Pascal Fouchard 15 Reputation points
2023-11-24T17:19:24.9033333+00:00

Hi !

I have an issue with my account. The multi factor authentification has been activated to my account and I cannot get a code on the Microsoft authenticator app. I am the only admin of my organisation. this happened on November 16. I have been trying to get help from Microsoft support since then. I cannot get help from the admin portal since I don't have access to my account. I first tried calling the french support but it is impossible to get an answer. I wait on the phone for 2 hours (120 minutes) and then the call fails. I have understand that I need to contact a Data protection engineer but I have not been able to. It's been more than a week now (8 days) and I can't get help from Microsoft. I am desperate. We have a new employee that has arrived last week and we are not able to buy a license for him. I don't understand how it is possible to need 8 days + and hours on the phone just for a MFA reset. When I finally reached the data protection team, I explained my problem but then the call failed. I don't know what to do. Please help me

NB : I am using a different account of my organization to post this question

Microsoft 365 and Office | Subscription, account, billing | For business | Windows

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  1. Julian Rios 15 Reputation points
    2024-06-04T17:07:20.0366667+00:00

    I have recovered today the admin access. The Data Protection Team needs between 24 and 48 hours to process the MFA reset procedure. My conclusions :

    1. Prepare for a minimum of 24 hours of admin lockout.
    2. Microsoft Support can be effectively contacted from Monday to Friday.
    3. Mention "Data Protection Team" in order to escalate the case quickly and avoid delays in the process.

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  2. Julian Rios 15 Reputation points
    2024-06-03T16:10:46.7+00:00

    Hi, I have an important update. Today, Monday 3rd/June, I successfully contacted Microsoft support calling +1 3054189143. Apparently the support isn't 24x7 as mentioned in the Microsoft Support Page. I talked to a Human and in this moment I have a support case with the Data Protection Team. I will keep you informed, thank you!

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  3. Julian Rios 15 Reputation points
    2024-06-02T22:17:55.7+00:00

    Hi Alfredo, I am in the same situation, the only difference in my case is that I have been about 21 hours on the phone (really) trying to get a response from a human being without luck.

    I have been calling from Friday to this numbers: +1 3054189143 and +18008659408, went to the machine options (2 for spanish, 1 for business, 1 for Micrtosoft 365 and 1 for Support) and then I listened a music/song for about 3 hours in each of my calls (I made 8 calls). Sometimes the call get dropped, sometimes nobody answers the phone.

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  5. Alfredo Revilla - Upwork Top Talent | IAM SWE SWA 27,551 Reputation points Moderator
    2023-11-28T02:28:34.52+00:00

    Hello @Pascal Fouchard , sorry to hear abotu that. Please send us your case support number or your subscription id plus this thread link

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