Unable to sign into my Microsoft Workspace Account

Question

Unable to sign into my Microsoft Workspace Account

Sean Marriott 20

Hi, I have two accounts with Microsoft, a personal account and a workspace account. Both use the same email address (but different passwords). I can get into the personal one successfully, but I am stuck in a loop with the workspace account. Every time I try to log in I am met with this:
User's image

If I tap I cant use my Auth App, I get this:

User's image

If I tap Use a verification code, I get this:

User's image

I cant use the Authenticator App (herein AA) for the workspace account since I changed my previous phone, so I am left in the bizarre situation of being asked to use my AA for every single sign-in situation even though I say "I cant use it right now". There are no other options provided (email text etc).

If I try and add the Workspace to my AA on my Android phone I am shown the same set of screens. I am basically being asked to use the AA to authorize changes to the AA(!). A bit of a flaw in the system....

I also cant phone Microsoft for a support case because I cant sign in to my workspace account to get the details they need to enable phone support.

Can anyone help please? I have tried everything include various tutorials online (Microsoft's and others); sign-in on private browser windows etc etc. It always comes back to the sign in approval above which I simply cant get past.

Kind regards

Sean

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Answer 1

Anonymous

Global numbers are listed here.

https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

--please don't forget to close up the thread here by marking answer if the reply is helpful--

Sean Marriott 20 Reputation points

2023-12-05T15:13:00.4233333+00:00

Its the same number! It dumps me out and tells me to raise a support ticket online.

This is ridiculous. How can I escalate this, you are just sending me around in circles?
Anonymous

2023-12-05T15:28:28.85+00:00

I am not microsoft. We are forums users that freely give our time here to help others. I've given you all the paths I'm aware of.

Some above that you said you will not use.

Having a personal and work account using the same email address is problematic.

https://support.microsoft.com/en-au/office/which-account-do-you-want-to-use-2b5bbd7a-7df6-4283-beff-8015e28eb7b9

Not having a break-glass account is also risky and problematic. I'm sorry you're having this issue but you may need to reconsider some of the other options above.
Sean Marriott 20 Reputation points

2023-12-05T15:47:47.4133333+00:00

I'm trying a DM on Twitter - all other options are basically closed. I appreciate your help.

Answer 2

Anonymous

since I changed my previous phone,

Sounds like you'll need the account admins to reset the account so a new QR code can be generated with which you can relink the authentication device to your account.

If you are the admin (and blocked) then you can reach out to 365 global customer service here.
https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

--please don't forget to close up the thread here by marking answer if the reply is helpful--

Anonymous

2023-12-04T13:25:22.61+00:00

Just checking if there's any progress or updates?

--please don't forget to close up the thread here by marking answer if the reply is helpful--
Sean Marriott 20 Reputation points

2023-12-04T13:29:08.9433333+00:00

Hi - thank you for the info. I will be checking later today (tied up currently) and I will close then if successful.
Sean Marriott 20 Reputation points

2023-12-05T09:28:24.89+00:00

Hi, I tried the support number mentioned (0344 800 2400 for the UK) and it takes me through a number of options and then tells to me to report an incident online at support.microsoft.??? (I didn't catch the last bit before it hung up on me - "en-us" perhaps). It all seems to be designed to be as unhelpful as possible.

I pay a monthly fee for Azure and I cant use it currently. There must be a way to solve this without the phone. Are there any other ways of contacting someone in the correct support department?
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Answer 3

I pay a monthly fee for Azure and I cant use it currently.

If you are the admin (and blocked) then you can reach out to 365 global customer service here.
https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

--please don't forget to close up the thread here by marking answer if the reply is helpful--

Sounds like our work here in forums is done so please don't forget to close up the thread here by marking answer if the reply is helpful.

If you are the only global admin on the account and are blocked entirely, you can reach out to the Azure / 365 Data Protection team to restore access. 866-807-5850

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason. https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

Some other support options include;
AzureSupport
https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
azcommunity@microsoft.com

recovery form https://account.live.com/acsr

or creating a ticket through a different account: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

-

--please don't forget to close up the thread here by marking answer if the reply is helpful--

Sean Marriott 20 Reputation points

2023-12-05T14:59:32.8366667+00:00

Hi, how do I contact the Azure Data protection Team from the UK - that looks like a US support number?

I don't think the work is done at all, and I certainly wont be marking it as helpful until an option is supplied that can get me into my account, so please stop asking.

On the other options;

I am not using Twitter to fix an issue;

that link is the one I used to get here

a community based email wont get me the support I need to gain access.

I cant create a ticket through a different account because your software wont let me in as I explained above.

This really is a problem that isn't in Microsoft's workflow - an endless loop that could be solved if you asked someone with the knowledge to contact me directly.

Unbelievable.

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Unable to sign into my Microsoft Workspace Account

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