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I have a client who just swapped to a new mobile phone and as we tried to load her email there and her password fails and we cant get MS support to help us reset the Exchange online 2 admin accounts. both of which are failing to allow login. Her email account on her PC still works but we cant transfer it to the new phone nor reset her Password as neither admin account is accessible. She unknowingly deleted a old Gmail account which was one of the verification items to confirm her exchange admin. I did in the many phone calls get a human once and she gave me a ticket # and told me they would call back in an hour.... it has been 2 days now and no callback and i have called but can't get past getting hung up on by the AI Bot answering service. Any advice?
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
Thank you so much!!! I really appreciate your assistance!!
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Hi @William Moore,
Thank you so much! I really appreciate your kind words.
Please check your private messages for the detailed information I’ve shared. If you have any questions, feel free to let me know. I’ll be happy to help further.
Thank you for your understanding.
Warm regards.
Hi @William Moore,
I hope you’re doing well.
Just checking in on the support thread to see if my previous response helped resolve your issue. If you’re still having trouble or have any questions, feel free to reach out - I’m happy to assist anytime. Thanks again for your collaboration, and I look forward to hearing from you soon.
Warm regards.
The Security department Ticket number I Received from the phone Contact on Microsoft support is # [Moderator note: personal info removed] or [Moderator note: personal info removed] I couldn't be sure of the handwritten number, by the owner at the time of the call. Only the second digit was in question either a 6 or a 0 . I really appreciate your response!!
[Moderator note: personal info removed]
Hi @William Moore,
Thank you for sharing the ticket information and for the clarification.
I will check the status of this case early next week and will get back to you as soon as I have an update.
I truly appreciate your patience and your detailed explanation. Please rest assured that I’ll follow up promptly once I receive the results.
Warm regards.
Hi @William Moore,
Thank you for getting in touch. I understand how challenging and stressful this situation can be - especially with both admin accounts locked out and no access to support channels. Losing verification methods after switching devices can make account recovery significantly more difficult, and I’m sorry to hear about the delay and trouble you’ve experienced with previous support attempts.
To help you move forward, could you please send me your ticket ID via private message? This will allow me to review the case and assist you more effectively.
I look forward to your response and am here to support you further.
Warm regards.