how long do support tickets normally take

Question

I have an issue where my Directory, subscription and MFA are not aligned anymore. I opened a Ticket on Jan14th (today is Feb 9th). I have yet to receive any assistance. Is this normal procedure?

Answer 1

Hello @Jay Carney,

I see you have mentioned affected email address as ******@xxxxxxil.com. When I checked on my end, I see there are multiple global administrator user accounts are there in the tenant. As you are not able to login into your work or school account due to incomplete of MFA. In this situation, you need to contact your other Global administrator to reset your MFA registration.

I have shared more details private message regarding the admins. Please check.

Please share these steps with your IT team or admin team to reset your MFA.

To manage user settings, complete the following steps:

1.Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

2.Browse to Identity > Users > All users.

3.Choose the user you wish to perform an action on and select Authentication methods. At the top of the window, then choose “Require re-register MFA” options for the user.

Then you can login back to any office application and register with new MFA auth method.

https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options

Please let me know if your issue is related to a different tenant other than the one mentioned above.