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I'd like to follow up the case TrackingID#2504290040001654.
It's been more than 72 hrs already that I got nothing from Microsoft side.
Our organization previously used a Microsoft Business license, but we are eligible for and have now been granted a Non-Profit license. We have 13 users in total. Following the instructions from IT support, we created 13 user accounts via the Non-Profit Hub with francothaicc.onmicrosoft.com. They were supposed to assist us in migrating our email domain from [xxxxxxxx.onmicrosoft.com] to [xxxxxxxx.com].
Only my email, ******@xxxxxxxxxx.onmicrosoft.com, was migrated to ******@xxxxxxxxxx.com. However, after the migration, I was unable to log in. Both the Business license and Non-Profit license passwords failed. This email is an Admin Global account.
I submitted a support ticket through the Non-Profit Hub last Thursday and received an automated confirmation from [****@mail.support.microsoft.com]**. A support agent contacted and verified me on Friday, stating that the issue would be escalated to a specialized team since the Non-Profit Hub cannot reset passwords. I was told the case would be passed on to DPT Team, and I followed up with his team lead, Daniel Baptista ([xxxxxxxxxx@microsoft.com]) and Rowena Vincente ([xxxxxxxx@microsoft.com]).
Despite sending six follow-up emails to both Microsoft support and Daniel and Rowena, I have not received any response.
We are now facing a critical issue:
We would like to access to admin global account to do migration of others staff emails.
As the admin account is essential for managing our organization's email and services, this issue is time-sensitive and is currently impacting our daily operations. Your urgent assistance would be greatly appreciated.
I would greatly appreciate any assistance you can provide in resolving this issue as soon as possible.
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Hello Benjaporn CHOOKAOW,
I have reviewed the case and escalated its severity to help speed up the process. An engineer has now been assigned and is actively working on it. Please keep an eye on your email for any communication from the engineer. If you have any questions, feel free to reach out to me directly.
Do you know how long does it takes time for engineer to get back to me ? And which channel they will contact ? Because I sent the request with my gmail account. But I believe they might have my phone number in their hand.
They will attempt to contact you using your preferred method, which appears to be email. However, since they also have your phone number, they may call you if there’s no response via email.
If you have any questions, feel free to reach out to me.
I see that the engineer has contacted you and also created a new support ticket with higher severity. If you need any further assistance, please don't hesitate to reach out to me
Yes, they contacted me, and we have updated the DNS as requested. They mentioned that the backend team would send a link to reset the password. However, I have not received any call or email from them overnight (GMT+7).
May I ask how long it usually takes for them to send the link? Also, does receiving the link mean that the issue has been resolved?
Hello Benjaporn,
I have escalated the severity of the support ticket from C to A and engaged the Data Protection team to address your issue. I've also noted that our Data Protection engineer assisted you in resetting your password after verifying your domain's TXT records.
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Moosa please could you do the same 2504300050004219 we are getting billed pay-as-you-go for things and unable to change them in the console