I need to schedule a call with Microsoft support.

Question

I need to schedule a call with Microsoft support. I do not use the $5/mo service often, but realize you had my old credit card and this hasn't been paid for maybe six months. Now I need a session. I have updated the CC in my billing profile.

Issues:

1. I need to clarify and streamline my login for Microsoft and Office 365. I get stuck in an Authenticator loop which forces a choice between a business and personal account with the same name, IdeaBuilder LLC. If keeping a personal account is necessary, I'd like to rename it for clarity. My old, personal account used [Moderator note: personal info removed]. as an email, but for licensing I now use my business account, which is [Moderator note: personal info removed].
2. I have a screen protector on my phone which adds a layer between me and the fingerprint reader. My fingerprints are six decades old, so they aren't as readable. I'd like to make authentication easier, and document my process for the rare times I have to contact you.
3. When I start Outlook, it searches an old business address for logging in. I have to cancel this, and logging in to Outlook still takes about 15 minutes before the application finds my Microsoft or Office ID, and releases the app for me to use it. Before that, it says "not responding".
4. I can manipulate the folder column and mail items as they come in, within the Outlook window, but when I click on the task ribbon or the line above that, Outlook does not let me click those 'management' links. I assume this will require a re-installation of Outlook. Will you guide me through this?

Answer 1

Hi @Thomas Jackson,  

Welcome to the Microsoft Q&A forum. 

It sounds like you’ve been navigating a disruptive series of technical hurdles. Dealing with login loops and waiting 15 minutes for an application to respond is a major drain on your productivity, and I completely understand why you're looking for a more streamlined experience. 

To get your system running smoothly, I’ve outlined a few clarifications regarding these points. 

1) Scheduling the call 

To get a representative on the phone, the most direct way is through the Microsoft 365 Admin Center (since you have a business account) or the Microsoft support portal website. 

• For business support: Log in to admin.microsoft.com. Click the Help & Support headset icon in the bottom right. For guidance on how to request support in the admin center, please refer to: Get support - Microsoft 365 admin. 
  • In case you cannot access Admin Center, you also reach out to support by calling. Kindly refer to article to get the appropriate phone number: Customer service phone numbers - Microsoft Support  
• For Personal/Billing: To get started, head over to the Microsoft Support contact page, type a brief description of your issue into the search box, and select "Get Help" to see available contact options for a live agent. 

2) Untangling your accounts 

The "loop" you're experiencing usually happens because Microsoft sees two separate accounts one personal and one business trying to use the same "ID" 

Tip: I recommend rename your personal account by adding a new "alias" (for example: username 1 instead of username) and making it the primary username. This doesn't delete any of your data, but it gives the personal account its own identity. This should stop the system from asking you to choose between the two every time you log in. 

3)  Regarding streamlining your login 

Since your screen protector is making fingerprint reading a bit difficult, I have a way to make this easier like switching to a PIN: A 6-digit PIN is often much more reliable than a fingerprint reader and is still a very secure way to authenticate. 

4) Refreshing Outlook

To address the "Not Responding" messages and frozen ribbon, we need to clear out legacy data that may be causing conflicts: 

• Clear saved credentials: Remove the old business address from your system settings. This prevents Outlook from attempting to sync with an account that no longer exists. 
• Run an online repair: Instead of a full reinstallation, perform an "Online Repair." This refreshes the Office suite and typically resolves unresponsive ribbons or broken management links. 

I’m happy to guide you through any of these steps in more detail. Please let me know which area you'd like to tackle first. 

I am looking forward to your response.

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Answer 2

I thought you had 24 hour support for business administrators. Yet I haven't been offered a proposed time to conference with your technician... It appears I have to wait until Monday (at least 8 hours from this writing.)

On Monday, I have appointments between 6:30AM until about 12:30PM. I am in the Central time zone, in the US. (~Chicago time) That is -6:00 GMT. Please advise.

I would like to resolve this tomorrow afternoon, that is, Monday here, after 12:30PM CST.

Answer 3

Yes. And just to let you know, I had a support rep named [Moderator note: personal info removed] write back to me, asking my work hours. I told them that I would be available to work on this for the next five hours, well into the evening here. If this doesn't work, I would hope they call tomorrow. I am in the Central time zone, in the US. (~Chicago time)