How to follow up ticket case

Question

Hi, is there any way to follow up on the status of my ticket or receive updates on my case?

Setting up a Passkey has unfortunately caused major issues for me. My first ticket was closed with a decision made without giving me time to investigate how to retrieve my TSV. I was not aware that a deleted Passkey could be recovered, and the agent closed the case with a permanent suspension of one of my very active accounts—without checking my device or assisting me in troubleshooting.

The main problem I initially faced was that I could not log in on desktop. I kept receiving an error saying there were multiple login attempts, even though the password was brand new (reset less than one minute before). Because of this, I had no choice but to log in through my mobile device using TSV.

As of today, the ticket should be split into two separate cases so Microsoft can properly investigate each issue and help me regain access to my account. Some of my third-party services require verification codes from the suspended account, which is blocking my daily work activities.

I have sent an email to the open ticket requesting the following:

1. Passport / Login Issue

Please investigate why a brand-new password triggered an error stating it had been used multiple times. This problem originally happened in October, and I created the TSV at that time so I could log in on mobile instead of desktop. I used it intensively while troubleshooting my Xbox/Microsoft account as well. I also need clarification on whether I can merge or migrate my temporary Microsoft account into another one, since I only created it because accessing customer support required a login.

2. Account Suspension

Please review the permanent suspension and check whether it can be lifted. Now that I can log in again using TSV, the previous ticket’s resolution is no longer valid. I need temporary access to my account to retrieve verification codes and continue my work.

As mentioned, I attempted multiple logins only because I urgently needed access for work, and emails do not migrate automatically to the other account. I need access to follow up on important matters.

Please let me know the next steps.

PS - please don't give me lists of online manual to resolve an issues as I did checked everything so I want properly investigated answer to it.

Answer 1

To follow up on the status of your support ticket with Microsoft, you can manage your support requests through the appropriate portal. Here are the steps you can take:

1. Access the Help and Support Page: Navigate to the help and support section of the relevant Microsoft service portal.
2. View Recent Support Requests: Look for a tabular listing of your recent support requests. This will show you the status of your open and closed tickets.
3. Select Your Ticket: Click on the specific support request you want to follow up on to view its details and status.
4. Send a New Message: If you need to provide additional information or ask for updates, you can click on the option to send a new message related to that request.

If your ticket needs to be split into two separate cases, you may need to mention this in your follow-up message to ensure that Microsoft can properly investigate each issue.

Additionally, if you have not received a response within a reasonable timeframe, consider reaching out through the support contact options available in the portal for more immediate assistance.

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References:

• Support from Microsoft
• Open a support ticket for Azure Data Box