Trying to get through phone support, the AI bot tries to transfer me, nothing happens, call hangs up.

Question

Single global admin for a different business customer company, trying to reset MFA to access account.

I cannot reset my MFA with traditional methods, they aren't available on the screen. I am the only global admin, I've been referred to the customer service numbers.

Microsoft's phone system won't connect me no matter what I try. The bot agrees to do so, but it gets stuck or hangs up on me. How can I get a person on the phone? I just need an MFA reset, this shouldnt be this hard.

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Moderator: Moved to Microsoft 365 and Office | Access | For business | Other

Answer 1

Hi @Jessie Clark,

Thank you for reaching out to Microsoft Q&A forum.

I’m sorry to hear you’re having trouble accessing your work account because of issues with MFA method. Please know that you’re not alone, as many users encounter similar challenges. I am here to guide you through each step so you can regain access and return to work as quickly as possible.

As part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting.

If you're a sole administrator and you cannot reach to a live agent via phone support, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once sets up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant. Then you can share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.    

Just to clarify, moderators do not have the ability to view or change user account information, so I cannot directly help with login issues, password resets, or modifying access rights. Even though I cannot access the internal tools required for account‑specific fixes, I'm here to support you in every way I can within my scope.  

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.   

Thank you for your kindness and for contributing to the forum.

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