The worse Support Experience I've ever had

Question

So, more than a week ago I started a trial for Microsoft 365. As this was for my business, I registered a business account ending in onmicrosoft.com

Previously I had a Family account installed in my computer. The FIRST problem is that I couldn't add a business license in my family account (or at least I couldn't find how to do this, as all the documentation here is really low quality).

After setting up the trial I was asked to set up Authenticator app which I did. After that I tried to log into my business account, but both on my PC and my mobile I keep getting the message you see in the attachment below.

I repeat (so that you don't ask me again): This message appears both on my PC and my mobile, so there is no way to enter any code. When I try to log in through the Authenticator I am asked to log in and I see again this same message!!!!!!

I contacted email support, and they kept saying that I should log in, WHICH I REPEATEDLY TELL THEM THAT I CAN'T, because their process is not working, but they can't understand this. One of their agents, told me to contact phone support in Greece. I did that and got to a digital agent of the lowest quality, that couldn't even understand what I was talking about, therefore it forwarded me to: aka.ms/prosupport where OF COURSE I WAS ASKED TO LOG IN TO MY ACCOUNT, WHICH IS THE PROBLEM I'M FACING.

BY FAR THIS IS THE WORSE SUPPORT EXPERIENCE I'VE EVER HAD. IT'S MORE THAN 7 DAYS AND I STILL CAN'T ACCESS THE PRODUCT I WILL SOON BE CHARGED FOR!!!!

Answer 1

Hello ÂKlaire Vatsika, 

Thank you for posting your question in the Microsoft Q&A forum. 

First, I’m really sorry for the time you have lost and for the run‑around you’ve experienced. Getting stuck in an MFA loop with no way to sign in is incredibly frustrating, especially when billing is about to start.

For your issue about the family account, unfortunately, you can’t add a business (work/school) license into a Family subscription, and the identities are separate by design, which often confuses the setup.

On the other hand, regarding to the issue about MFA loop, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Customer service phone numbers 

When calling the support number, the experience may vary depending on your country or region: 

• In some regions, you may hear an automated message for approximately 30 seconds. You can ignore this message and wait for the prompt, then select “1” for Business email user and “1” again for technical support. 
• In other regions, you may be guided through an automated conversation similar to the following:  
  • The system asks what issue you are experiencing → Authenticator 
  • Product in use → Office 365 for Business 
  • Account type → Company account 
  • Administrator status → Yes 
  • Are there other administrators in the organization? → No 
  • Proceed to create a service request → Yes 

Alternatively, if you are unable to reach support by phone, you may create a temporary trial tenant to submit a support request for the block access tenant through the Microsoft 365 admin center. You can start with a trial license here: Microsoft 365 Business Plans and Pricing | Microsoft 365 

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges.

Note: Please understand that as a forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend/account issues, I truly appreciate your understanding of these limitations.

Thank you for choosing Microsoft, and I am looking forward to your response. If anything is unclear, please don’t hesitate to reach out to me.

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