Can you help me get connected with Data Protection team so I can get a verification code to access my 365 account?

Question

I have a 365 Business account. My security setting requires approval through the Authenticator App or verification code which is generated by the App. I damaged my phone and lost access to my Authenticator App and I'm completely locked out. I've contacted support through the phone number and SMB help chat. They pulled a ticket for Data Protection team and said that they will contact me.

That was a week ago and I have not been able to access my business account including email. Can anyone help get me connected with Data Protection? I just need a verification code so I can access my admin account and change the Authenticator App access to my new phone. I've been locked out for a week and just waiting to be contacted. HELP!!!

Answer 1

Dear SimonH422, 

I want to sincerely apologize for the delay and any confusion caused by my previous message. It seems there was a technical issue that prevented me from reaching out to you privately, and you may not have been able to see my message. I truly understand how frustrating this must be for you, and I deeply appreciate your patience and understanding during this time. 

I have just sent you a private message, and I kindly ask you to take a moment to review it when possible. This will allow me to check the status of your case and ensure that it gets the immediate attention it deserves. 

Thank you so much for your time and understanding. I’m here to help and will do everything I can to assist you further. 

Warm regards, 
Sophie N – MSFT | Microsoft Community Support Specialist

Answer 2

Sophie-N requested for me to private message her but I'm unable to write a message. I can received a message. I don't see how I send a message.

Answer 3

Dear SimonH422, 

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. 

Note: To protect forum policies and sensitive information, please share the information requested to our moderator in the "View Direct Messages" section above. 

Here are the steps to open View Private Messages: 

To view private email options, sign in to Microsoft Community> use the email account that posted this thread information to Microsoft Community> > click Profile in the upper-right corner, and then select My Profile. 

Best regards,

Jade - MSFT | Microsoft Community Support Specialist

Answer 4

Thanks for the response. How do I private message you?

Answer 5

Dear SimonH422,

I completely understand how frustrating and stressful this situation must be for you. Being locked out of your business account and email for an entire week is incredibly disruptive, especially when you're relying on these services for your daily operations and client communications. I can only imagine the impact this is having on your business. 

 A week without any follow-up communication is far too long, and I sincerely apologize for this delay. 

To help expedite your case and provide you with the support you deserve, could you please send me a private message with your ticket ID number? With this information, I can directly check the current status of your request, verify whether it has been properly assigned to one of our technical support engineers, and ensure it receives the priority attention it requires to get you connected and resolve with the right specialist as fast as possible. Your business continuity is our priority. 

Best, 

Sophie N - MSFT | Microsoft Community Support Specialist