Can I speak to a human? Chat is going to be challenging to solve issue

Question

I think I have 2 accounts. I am confused which is which. I don't want to erase data by canceling one. Likely I would like to speak to someone verbally about this.

Answer 1

Sign in to the first Microsoft account. Check your email in Outlook, check the contents of your OneDrive, check your saved passwords in Microsoft Edge, check your subscriptions, and anything else in your Microsoft account that you want to check.

Now sign in to the second Microsoft account and do the same thing.

Decide which Microsoft account you want to keep, and which one you want to delete.

Before you delete one of your accounts, be sure to move whatever you have in that account that you want to keep to the other Microsoft account.

Answer 2

To review the two accounts and avoid losing data, direct contact with Microsoft Support is appropriate, and phone support is available in addition to chat.

Use one of these options:

1. Use the Get Help app on a Windows PC (for personal Microsoft accounts)
   • On the PC where a Microsoft personal account is used to sign in, open Start and search for Get Help.
   • In Get Help, describe the account problem (for example, “I have two Microsoft accounts and need help sorting them out”).
   • When prompted, select Contact support.
   • Choose the affected product/service (for example, Microsoft account / Microsoft 365).
   • Proceed until the contact options appear, then choose either:
     • Provide your phone number and a support agent will call you, or
     • Chat with a support agent in your web browser (if phone is not available at that time).
2. Use Microsoft’s general support entry points (web)
   • For account and subscription issues, go to Account & Billing Help: https://go.microsoft.com/fwlink/?linkid=2189071
   • For other Microsoft products and services, use: https://go.microsoft.com/fwlink/?linkid=2189072
     From there, follow the prompts to reach support and select a phone callback if offered.
3. If Outlook.com / email sign-in is part of the confusion
   • If Outlook.com is used and sign-in is possible, select Help in the Outlook.com menu bar, enter the issue, then scroll to Still need help? and choose Yes to reach support.
   • If sign-in is not possible, use the dedicated link for Outlook.com sign-in issues: https://go.microsoft.com/fwlink/?linkid=2194326 and follow the guidance to reach support.

When speaking with support, clearly explain that there appear to be both a personal Microsoft account and a work or school account using the same email address, and that the goal is to identify which account holds which data and subscriptions before changing or closing anything.

---

References:

• Get Help for Microsoft personal account users
• Outlook prompts for phone number for Outlook.com accounts
• Why did I get a message saying my files will be erased?
• Which account do you want to use?
• I need to talk to a customer support agent
• I can't sign in to my Microsoft account
• Get help with your Microsoft account
• Need to speak to a agent I am getting pop up draft scam emails - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A