How do I get to talk to a real live person?

Question

I have an old account from 2015. I need to access it to download a program that I purchased in 2015. However I have forgotten my password and my phone number and email account have been changed a few years ago. I cannot get any help from Microsoft's web site. I just get the typical run-around and end back to the starting point.

I need to speak to a LIVE person. How can I get to a real person to help me? I am very frustrated now.

Answer 1

Hi Janice,

Sorry to be a bearer of bad news, but your account is likely closed.

https://support.microsoft.com/en-us/topic/microsoft-account-activity-policy-7c0a9fa7-0982-b7c6-fd72-df852b63699f

Microsoft account activity policy: Under the MSA, you must use your Microsoft account to keep it “active.” Microsoft reserves the right to close all “inactive” Microsoft accounts. 

Except as provided below, you must sign in to your Microsoft account at least once in a two-year period to keep your account active. If you don’t sign in during this time, Microsoft will consider your account to be inactive.

Any account that has been locked for more than two years will also be considered "inactive" and will be closed.

You can try the recovery form if the account is locked: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Under no circumstances, Microsoft support can assist you with recovering account as per Microsoft policy.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 2

To reach a real person for help with accessing an old Microsoft account and Office purchase, use one of these supported paths:

1. Use the Get Help app / web experience
   1. Go to the Microsoft Support entry point: Contact – Microsoft Support (the same entry used in the Q&A answers).
   2. In the search box, type something like recover account or Contact.
   3. Select Get Help and then Contact Support when it appears.
   4. When prompted for Products & Services, choose Microsoft 365 & Office.
   5. For the category, choose something like Manage Account Security or Manage my subscription (both are used in the referenced guidance).
   6. Continue until the options Chat with a support agent in your web browser or Call me back appear, then select the one preferred.
   This connects to a live Microsoft support agent who can guide through the account recovery and purchase access process, subject to identity verification.
2. Use customer service phone numbers (if phone support is available in the region)
   1. Open the Customer service phone numbers page: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
   2. Under Home Users, select the region and then the country/territory.
   3. Use the listed Microsoft Store or customer service number to call and speak with an agent.
3. If the issue is specifically about a Microsoft Store purchase
   1. Go to Help with Microsoft Store purchases: https://support.microsoft.com/account-billing/help-with-microsoft-store-purchases-4f615f2a-6bbd-fd69-6695-ae213d63eef0
   2. Select Get help.
   3. Describe the problem (for example, “Need to access old Office purchase; lost account password and old phone/email”).
   4. Follow prompts to be connected via chat or request a call.

If the original account recovery still fails online (because old phone/email are no longer available), support agents will still require proof of ownership, but these paths are the supported ways to reach a live person for further assistance.

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References:

• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• I need a phone number for Microsoft support - Microsoft Q&A
• Help with Microsoft Store purchases
• Customer service phone numbers
• Get help from Microsoft Support Services