How do I get support to fix my MS 365 account

Question

I have bought a MS365 business account last week. But now when I want to start working with it, I see in MS 365 administration center errors like "something went wrong" and no information about my account is visible. Adding a domain is not possible, because I get the message to refresh the page, which does not do anything. Opening the get support page, does not work because of an authentication issue, despite the fact I am already logged on. The phone number provided in that support section does not exist and is not available. Calling another MS phone number only gives you access to a bod, that can't help. Leaving a call me back message is not possible, because of the account issues. 

How do I get in touch with a real Microsoft person that can check my account. It looks as if something on the account is corrupted in the system, which keeps me from doing anything with the account.  Any help that can help me forward is highly appreciated, because I am really feeling like the lonely man screaming in the dessert.

Answer 1

thanks or the input. Starting the trial worked and getting support as well. Once I was there support called me, ran diagnostics on my original account, which fixed the problem. I am now up and running with my original account and can close the trial. Thanks again for the great help

Answer 2

Hi @PaulJanssen-0038, 

Please try to set up a new trial tenant or use your existing tenant and submit your support request:    

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.    
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.    
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.    
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."    
6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:     
   • Your administrator account email address for the locked tenant.    
   • The domain name of your locked tenant     
   • Any error messages you are receiving.    
   • Details about the authentication issues you are experiencing.    
   • Confirmation that you are the administrator of the locked tenant.    
7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.    

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel. 

Several customers have reported issues when the Support Assistant is turned on  the system sometimes fails to display the “Contact Support” option.   

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description.  Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly. 

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.    
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.    
• 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. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."    

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.      

Answer 3

Hi @Paul Janssen, 

Thank you for posting your question in the Microsoft Q&A forum. 

I’m sorry to hear about the frustrating experience I understand how difficult it can be when you’re unable to access basic admin functions. Let me ask a few questions to better narrow down the issue and guide you more effectively:  

1/ Could you share the exact error message (or a screenshot, if possible) for the “something went wrong” prompt?   

2/ Have you tried accessing the Admin Center in a different browser (e.g., Edge, Chrome) or using an InPrivate/Incognito session?   

3/ Are you able to access other Microsoft portals (like https://portal.office.com) successfully with the same account?   

4/ When you try to open the support page, what authentication error do you see? 

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.               

I really appreciate your patience, and I’m here to help. Looking forward to your response!                         

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