Unable to sign into technical support chat

Question

I was getting help for an unrelated issue earlier in the afternoon, and got disconnected from chat when my laptop needed to be reset. Now I can't sign in to the technical support chat - when I try the window just refreshes. I'm able to sign in everywhere else. This issue is occurring across chrome & edge on multiple devices. How else can I contact Microsoft support?

I tried calling the business support line, but when I told it I was having an account issue the bot responded that that can only be resolved online and hung up, and now I can't even access the phone tree to try again - the bot just hangs up on me after telling me my issue needs to be resolved online.

Answer 1

Dear Kellar, 

Thank you for your question and for sharing the details into Microsoft Q&A Forum. 

I understand how blocking this can be, especially since you were already in a support chat earlier and then got disconnected due to a restart. To help narrow down, could you please share the details below? 

• Are you having problem with a Personal Microsoft account (Outlook.com/Hotmail) or a Work/School (business) account?  
• Which type of account are you using to contact support? 
• Do you see any message at all (e.g., “Try again later”), or is it only a continuous refresh/redirect? 
• Are you on a corporate network/device with security policies (proxy, SSL inspection, conditional access), or is this on a personal/home network? 

In the meantime, here are a few basic steps you can try: 

1. Clear site cookies/cache for Microsoft support & login domains 

Please clear site data/cookies (not necessarily full browser reset) for these domains, then close and reopen the browser and try again: 

• support.microsoft.com 
• microsoft.com 
• login.live.com 
• login.microsoftonline.com 

2. Disable VPN / Proxy and ad-blocking/privacy extensions temporarily 

• Turn off VPN/Proxy (if enabled) and retry. 
• Temporarily disable Ad-blockers / privacy extensions and retry. 

3. Try InPrivate/Incognito (no extensions) 

• Please try again in InPrivate window or Incognito window. 

4. Create a fresh browser profile and test again 

• Create a new browser profile and try signing into support chat from that clean profile. 

5. If using a Personal Microsoft account: sign in first on login.live.com, then open support 

• Microsoft suggests signing in at: https://login.live.com/ first, then opening support.microsoft.com in a new tab.  

If you’re a personal account user, once you’re able to contact Support again, you can share the ticket/case number from your previous chat so the agent can reduce the time needed to review the details. 

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

I hope the troubleshooting steps above help restore access to the technical support chat and prevent the sign-in page from refreshing repeatedly. Wishing you a smooth and efficient support experience as you reconnect and continue resolving your issue. 

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