Authentication Problem with onmicrosoft.com

Question

I have changed my phone but not my number. When i try to login to an xxx.xxx.onmicrosoft.com account the MS authenticator app on my phone shows no number. Although i am certain I set an alternative email address when creating the account the login screen gives me no option to use it.

I eventually!! got through to UK help line and told account needs to be confirmed by data protection team and would call back in a few hours.

A day later and no call.

Trying to use on-line recovery form, I get "The Microsoft account you've entered does not exist.

Note: If you've turned on two-step verification, you can't recover your account this way."

I thought that was what the alternative email was for.

I administer this for a charity, some help would be much appreciated.

I have now listened to the hold music for close to an hour, which of Dante's circle of hell is this ?

Answer 1

Thanks. I am sooo annoyed. I missed a call from them around midday yesterday. I don't know how, except I was in the car and maybe my music was too loud ..

I do hope i haven't sunk to the bottom of the queue.

We are managing without but i am so glad this is not a small business reliant on this authenticator app.

Answer 2

Based on the experience of other users. If the ticket has already been escalated to the data protection team, it may take a few weeks to resolve.