On Hold for over 1 hour from a support callback

Question

Received a callback and now I am on hold for over an hour. Is this normal?

Answer 1

Being on hold for more than an hour for a Microsoft support callback is not normal, but it can happen during periods of very high demand or if there are technical or routing issues in the support system.

If the call has been on hold that long, the best action is to end the call and contact Microsoft Support again through the official support site, then use the “Get Help” → “Contact Support” flow to reach an agent by chat or request a new callback. If chat or callback options show as unavailable, try again later in the day or the next business day, as support availability is limited to specific working hours.

If the issue is billing- or subscription-related, use the Microsoft 365/Office product category and “Manage my subscription” so the case is routed correctly.

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References:

• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Who do I call for support? - Microsoft Q&A