Sudden MS Graph issues

Question

Hi,

I built an online app that uses Microsoft Graph for my customers to authenticate and send emails through their accounts.

Since yesterday, it has more and more 'hiccups' telling users they cannot authenticate because the refreshToken is invalid. This happens every few hours after it has worked for several years now.

When I tried logging in to (what I think) was my admin-account, it said my account was blocked and I could undo the block via my phone number.

So I tried entering my phone number in three different ways, but didn't receive any message. I did however got a message on-screen that I should try again tomorrow, because I tried it three times already.

So my customers (sometimes??) cannot mail through my app and I cannot log into my admin-panel because I'm blocked and MS decides to not send an SMS-message to get into my account.

I left a call-back-request for this, but I still have no sign of life after an hour and a half.

I also tried connecting to the chat when I was logged in into my private account, but then it says it made a ticket, it opens a popup and I see "You're not the owner of this ticket" - so no chat.

Even if it's my fault, I need some answers.

Can anyone tell me what's going on with all of these issues, or at least how to gain control of my account again?

Thanks

Joshua

Answer 1

Hi Joshua,

If the affected account is the only global administrator account in the organization, you must contact phone support, please note that ‘If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization’s account.’

Best Regards,

Linda

Answer 2

Hi Linda,

I tried getting phone support, but when I honestly go through the menu it just refers me back to the support website and closes the connection.

It is true I personally don't have a Ms 365 work account, but my customers do and I just manage an app that uses their subscriptions (with their consent obviously). I cannot log in to that account to even use it in here since for some reason it was blocked - that's why I have to use my personal account to post this message here.

So what should I ask for on the phone support to actually be able to speak to someone that has the authority and knowledge to help me out?

Best Regards,

Joshua

Answer 3

Hi Joshua,

Greetings.

If this is a Microsoft 365 business work account, and there is no another admin in your tenant, I suggest you call Microsoft phone support to get assistance: Get support | Microsoft Docs. Your understanding is highly appreciated.

Best Regards,

Linda