I need support from Microsoft

Question

I am a small business owner. Used to have services from [Moderator note: personal info removed]- they dropped me due to cash flow issues. I am a multi-licensing user. When I attempt to put in a support ticket via the administrator page it will not allow me to do so and directs me back to [Moderator note: personal info removed]. [Moderator note: personal info removed] sent me confirmation that my Granular admin relationship ended effective 4/2- I shared that with Microsoft support- they suggested that I open a new admin account for $1 and I did so. When I attempt to log into to that new account to request a support ticket it ALWAYS takes me back to the original account. I have been in tears out of frustration. Is there any reason I am not able to get support now??? Please help-

Answer 1

Hi @Patti Dudek,

Good day, and I hope you’re doing well.

To ensure we resolve this securely, I have initiated a private message for your convenience and left a note there. At your earliest availability, please review that message so I can assist you more affectively.

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Thank you for your attention to this matter. I look forward to your response.

Answer 2

There are two parallel paths to regain access to Microsoft support in this situation:

1. Confirm who currently has admin/support control of the original tenant
   Because the original subscriptions were purchased through a partner (Miles IT), the admin center is still treating that tenant as partner-managed and is redirecting support back to the partner. When all subscriptions are bought through a partner, Microsoft support for that tenant must normally be initiated by the partner. Since Miles IT has confirmed the granular admin relationship ended, the tenant now needs either:
   • An internal admin who can open support directly with Microsoft, and
   • At least one active subscription bought directly from Microsoft on that tenant, or
   • A partner who is still listed as the Cloud Solution Provider and can open support on the tenant’s behalf.
   If the original tenant has no subscriptions purchased directly from Microsoft, the admin center will not allow direct Microsoft support and will continue to route to the partner.
2. Use a separate path to reach Microsoft support (bypassing the redirect) Since the new $1 admin account keeps redirecting to the original tenant, use one of these supported methods that do not depend on the partner relationship: A. Use the generic business support entry point
   Go through the business support portal instead of the tenant’s admin center:
   • Go to the business support page and select Get Started under Create a support request.
     This path is designed for organizations that already have a Microsoft support plan and lets a business customer create a support request without going through the partner redirect.
   • When prompted, clearly state that:
     • The original Microsoft 365 tenant is currently redirecting support to a former partner (Miles IT).
     • The partner relationship has ended (provide the end date and any written confirmation you have).
     • You are the small business owner and need Microsoft to restore direct support access or help reassign admin/support control.
   B. Use Microsoft 365 admin center support from a tenant with a direct subscription
   If any tenant under your control has at least one subscription purchased directly from Microsoft (not via partner):
   1. Sign in to that tenant’s admin center at https://admin.microsoft.com.
   2. In the bottom-right corner, select Help & support.
   3. Type a clear description such as: “Need Microsoft to remove or correct partner support routing on a different Microsoft 365 tenant; current partner relationship ended and I cannot open tickets from that tenant.”
   4. If the suggested solutions do not help, select Contact Support (headset icon).
   5. Choose phone or email, provide contact details, and submit.
      In the case description, include:
      • The tenant domain of the original account that keeps redirecting to Miles IT.
      • Confirmation that Miles IT’s granular admin relationship ended and you now need direct support.
3. If you are the only admin and are locked into a broken configuration If the original tenant effectively has only one admin (you) and that admin cannot open a Microsoft ticket because of the forced partner redirect, Microsoft’s support and data protection processes are the correct escalation path. The context shows that when an organization has only one admin and that admin cannot access normal support channels, Microsoft support can intervene after verifying identity. To trigger that process when the admin center path is blocked:
   • Use the Support for business entry point to create a support request as a business customer: explain that you are the only admin, the partner relationship has ended, and the admin center still routes you back to the former partner.
   • Alternatively, if you have any other Microsoft 365 tenant (including a trial) where you can reach Help & support, open a ticket from there and clearly state that the issue is with a different tenant that is stuck redirecting to a former partner.
4. If all else fails: phone support for business If online ticket creation continues to loop, use phone support for business:
   • From the Get support for Microsoft 365 for business documentation, use the listed support-contact-info phone numbers for your country/region.
   • When connected, state that:
     • You are a small business Microsoft 365 customer.
     • Your tenant’s support is incorrectly redirecting to a former partner (Miles IT) whose granular admin relationship has ended.
     • You need Microsoft to restore direct support access and/or help move support away from the former partner.

Once a Microsoft support engineer is engaged (via business support portal, another tenant’s admin center, or phone), they can:

• Verify your identity and ownership of the original tenant.
• Correct the partner/support routing so that you can open tickets directly from that tenant going forward.

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References:

• Support resources
• Support for business
• Get support for Microsoft 365 for business