How do you get hold of microsoft support over the phone

Question

Hi,

I am struggling to get some assistance with a business account (paid account)

Due to a new phone - I lost access to authenticator - and following this can not log in to admin account. My account also seems to have disapeared - is returning username not found, despite the fact that I was logged in until 3 weeks ago.

I have been sent round in circles for a number of weeks and am incredibly frustrated at the inability to speak to someone over the phone about this. Has anyone had similar experiences or know how to actually get hold of someone that can help?

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Moved from: Microsoft 365 and Office | Access | For business | Other

Answer 1

I understand this is a long response, but please read each step carefully as these are the methods I’ve successfully used to help many users regain their admin account when all access was lost. 

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Hello @Candace Millman-Doyle,  

Thank you for reaching out to the Q&A forum! 

I hope you understand that as a forum moderator, I don't have access to backend systems and cannot view or modify your account directly. However, based on my experience handling similar cases, I can guide you in the right direction.  

From the information you shared, it appears that you are the only administrator in the organization, is it correct?  

If I understand correctly, since you are the only admin in your organization, you need to take important steps to contact Microsoft Support directly to regain your admin account access. This includes two options: 

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Option 1: Request MFA Reset via Microsoft Global Customer Service:    

I understand that you’ve already tried calling Microsoft Support without success. However, I’d recommend trying one more time, using the tips below, as they can help you get connected to a live support agent rather than being redirected or dropped into the wrong support flow.  

You can try contacting our global customer service by phone and requesting a reset of your authentication method here: Customer service phone numbers - Microsoft Support     

During the call, ask to speak to an agent and provide them with all the details about your request. This will allow you to contact the relevant team to resolve the incident as quickly as possible.

Here are some tips and an example of a prompt to help you use the IVR system more effectively:

Important: When using an automated voice system, you make sure to clearly say "Commercial Account and Billing Support". This is the keyword for forwarding your call to a human agent.       

In some countries, it's an automated conversation like: When you call the hotline, you'll first be asked the following:          

IVR: What is the problem?          

You: Lost access to the Global Administrator account due to MFA. 

IVR: What product do you use?          

You: Office 365 Business.          

IVR Confirmation: Education or Corporate Account          

You: For companies          

IVR: Are you an administrator?          

You: Yes.          

IVR: Is there another administrator in your organization?          

You: No.          

IVR: Do you need a service request?          

You: Yes.        

Note: Please try 2 or 3 times until you reach out to an agent.

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Option 2:  Create a New Trial Tenant to Submit Support Request: (Recommended)          

1.Set up a new trial tenant (Trial subscription):             

If you still can't reach the agent, there's a solution. You can sign up for a new trial tenant by subscribing to a business trial using this link: Microsoft 365 Business Plans and Pricing | Microsoft 365

You can follow the guided setup process to create a new account for a new trial tenant.        

2.Access the Admin Console for new tenants to request privacy support for a previous tenant: 

• Once you've signed up for the new Microsoft 365 trial and created the tenant, sign in to the: Microsoft 365 Admin Center with your new tenant's credentials.               
• Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn     
• On the right bottom corner, click on "Help & support"

         

• In the ticket description, you clearly state that you're trying to regain access to your previous tenant and want to be connected to the Data Protection team for assistance. You can infer this sample: 

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"Hello,  

I am the sole Global Administrator for this tenant. I am currently unable to access any Microsoft 365 admin portals because I lost my Multi-Factor Authentication (MFA) method due to changing my new phone. 

I created this new tenant to request assistance. I want to be connected to the Data Protection team to reset my MFA to restore access to my original tenant.          

Here are some details about the previous tenant to confirm my identity:” 

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I truly hope you’ll be assisted soon by our dedicated technical team. And if you receive any updates or insights, please feel free to reply here.               

Looking forward to hearing from you!

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Answer 2

To contact Microsoft support over the phone for assistance with your business account, you can follow these steps:

1. Find the Right Phone Number: Visit the Microsoft support page to locate the customer service phone numbers specific to your country or region. You can find the most current support phone number by checking the global phone numbers list.
2. Prepare Your Information: Have your account details ready when you call, as this will help the support representative assist you more efficiently.
3. Follow the Automated Prompts: When you call, you may encounter an automated system. You can typically press options to indicate that you are a business user and need technical support. Be prepared to answer questions about your account type and whether you are an administrator.
4. PIN-Based Verification: If you are calling from a number that isn't registered with your organization profile, you may need to provide a verification code sent to your registered email or phone number.

If you are still unable to reach a support agent, consider creating a trial Microsoft 365 tenant to access the Admin Center and raise a support ticket directly from there.

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References:

• Get support for Microsoft 365 for business
• How do I get a live person at Microsoft?