How can I get REAL help with my Microsoft account?

Question

My laptop did an update which triggered BitLocker to activate.

I attempted to use my cellphone to recover that key and I got an error asking me to reset my password.

I did that, and now I am locked out of my Microsoft account completely, including my email.

There is no Microsoft tech that I can speak with, and the Microsoft online help puts me an endless loop of resetting my password or sending codes to recover my account, and then telling me that "something went wrong" and that I should "Try again tomorrow." So I wait 26 hours and try to log in again, with the SAME results. I don't understand HOW Microsoft can NOT offer some kind of personal support.

***moved from Windows / Windows 10 / Windows Hello, lock screen and sign-in***

Answer 1

Hello Kris Churchill，

Thank you for posting in Microsoft Community forum.

It sounds like you're dealing with multiple frustrating issues related to your Microsoft account and BitLocker. While I can't offer direct intervention, I can guide you through steps to possibly resolve this issue and get real help from Microsoft.

Recovering Your Microsoft Account:

1. Use the Account Recovery Form:
   • Go to account.live.com/acsr and fill out the account recovery form. Provide as much information as possible to verify your identity. This might include recent email addresses, previous passwords, and personal information.
   • This process might take some time, and you'll receive updates via an alternative email address you provide.
2. Contact Microsoft Support Directly:
   • Visit the Microsoft support page at support.microsoft.com.
   • Use the "Contact Us" feature to describe your specific issue.
   • Choose options like "Account & billing" > "Microsoft account" > "Other." The system will guide you to contact options, including possible phone or chat support.
3. Using Microsoft’s Virtual Agent:
   • When visiting the Microsoft support page, you may encounter the virtual agent.
   • Clearly explain your issue using keywords like "Locked out of account after BitLocker activation" to get directed to the right resources or chat with a live agent.

Additional Tips for BitLocker Issue:

1. Retrieve Recovery Key from Another Device:
   • If you have another device where you're logged into your Microsoft account, you might find the BitLocker recovery key there.
   • Check OneDrive or the Microsoft account dashboard at account.microsoft.com/devices/recoverykey.
2. Visit Local Microsoft Store:
   • If you have a Microsoft Store nearby, you may visit it for in-person support. They often have technical support representatives who can help with account and BitLocker issues.

While Waiting for Microsoft:

• Secondary Email Access: Ensure you have access to a secondary email account to receive updates from Microsoft or to provide during the recovery process.
• Back-Up Important Data: If you manage to access your account, consider backing up your important data to avoid future issues.
• Document Steps Taken: Keep a record of all steps you’ve taken and error messages encountered. This will help if you need to escalate the issue.

I understand this situation is very frustrating, but following these steps might help you regain access and resolve the BitLocker issue.

I hope the information above is helpful.

If you have any question or concern, please feel free to let us know.

Best Regards,

Haijian Shan