How do I speak to an actual human?

Question

I have been locked out of my business email and authenticator app for 2 weeks now. I have called every number listed, it's all AI and will not connect me to a real person. It's completely useless because she just repeats the same question over and over and then hangs up. I have tried to contact support, but it's also AI and can't help. Can someone please help me?

Answer 1

Hi Alice,

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.     

To set up a new tenant, please follow these steps below:

Visit  Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.      

 

Follow the guided setup process to create a new account for a new tenant.  

 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues

 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:  

 

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out.  

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.  

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."  

 

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests    

 

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

 

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

Thank you for your kindness and contributions to the forum.  

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