Miscrosoft Account Credentials Issue

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Miscrosoft Account Credentials Issue

ICRSS 0

I have a Small Business with several laptops using Microsoft Office 365. 1 of the laptops is restricting access to Excel and requires me to log in to verify, which is fine and good, but the last Password I used is not working and despite countless efforts TRYING to use the Password Recovery I am blocked from my work account. Is there any way at all to engage with a LIVE person from Microsoft who can reset my code, since that is blocked or assist me in anyway? I am paying an annual fee for Office365 and right now, not happy I can't get much needed support!

Moved from: Microsoft 365 and Office Other

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Ana Le 490 Independent Advisor

Hi @ICRSS,

Thanks for reaching out. I understand you're having trouble accessing Excel due to a sign-in issue, and that the password recovery process isn’t working as expected.

To better understand what’s happening, could you please help clarify a few details:

Are you using a personal Microsoft account or a work/business account (Microsoft 365)?
Are you able to sign in to your account on a web browser (for example, from another device)?
What is the exact error message you receive when attempting to sign in or recover your password?

This will help narrow down the scenario and determine the appropriate next steps.

ICRSS 0 Reputation points

2026-04-20T18:45:15.77+00:00

I am using a business account that is what I used when setting up the billing for the 365 annual payment.
When prompted to enter a password I am told what I have entered is incorrect and since I have attempted to many times, the option to receive a code is blocked. I had to use my personal email (hotmail.com) to create this question, because I could not sign in to ask the question ... if I could, I would not have needed to ask this question for help!
I have attempted the "Recovery" form - which is an absolute joke, because I entered the last passwords - 1 of which I just used a few months ago and yet I am told over and over "DECLINED"
I have been trying to resolve this for over 2 weeks!!!
Ana Le 490 Reputation points Independent Advisor

2026-04-21T08:54:07.48+00:00
Hi @ICRSS,

Thank you for the additional details. I completely understand how frustrating this must be, especially after trying multiple recovery options over the past couple of weeks.

Based on what you’ve described, this is a work/ business account (Microsoft 365), and the issue is now related to account lockout and failed identity verification. In this situation, the standard password recovery process (including the recovery form) may no longer be sufficient.

Please note that this is a user-to-user support forum, where members of the community can help guide you in the right direction based on experience. We don’t have access to accounts or the ability to verify or reset credentials.

For situations like yours, where access to a business account is blocked and recovery attempts are unsuccessful, assistance from Microsoft’s Data Protection team is required. They are the only team authorized to perform the necessary identity verification and help restore access to the account.

Here are the available paths you can take:

If your organization still has another Global Administrator in the tenant, you can reach out to them to help reset your MFA methods or require you to re-register authentication, so you can set up a new device.

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

The resolution time might be longer as you are contacting support from a different tenant.

Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.

I know this isn’t the quickest path, but at this stage, working with the official support team is the only way to securely recover access to your account. I hope this helps point you in the right direction so you can get this resolved as soon as possible.

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Miscrosoft Account Credentials Issue

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