URGENT HELP NEEDED - We have been locked out by old provider - we need to renew urgently

Question

Our Microsoft Office was part of a service provided by Cyberprotect+

The owner of the company [Moderator note: Personally Identifiable Information removed] no longer is providing services, but advised they would send a transition package.

We have attempted with no luck over 3 months to get this information.

We arrived to our offices today to see that we cannot use our email at all and our website is not working as well.

From what I understand I need to get a Microsoft License to keep our domain**[Moderator note: Personally Identifiable Information removed]** and our email ending in @secureoptions.com How do we do this - we are unable to get through on technical support as it refers us to website support. I need to speak with a real person.

[Moderator note: Personally Identifiable Information removed]

Answer 1

Hello Joanna Valeriani,

Thank you for explaining the situation. I understand that the interruption to your business email and website is urgent.

Since the Microsoft 365 subscription was supplied and managed through a third-party Cloud Solution Provider, I strongly recommend continuing your efforts to contact that provider. The provider is responsible for the subscription relationship and is best positioned to supply the transition information, confirm the subscription status, or assist with restoring and renewing the service. Please check any previous invoices, contracts, or payment records for additional contact information and clearly explain that the business services are currently unavailable.

If you would like to speak directly with Microsoft, you can find the customer service number for your country or region here: Customer service phone numbers - Microsoft Support   

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.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

Please also understand that this is a user-to-user Community forum. Community users do not have access to Microsoft’s backend systems, your tenant, subscription, domain configuration, or billing records, so no one here can restore the services or make account-level changes on your behalf.

I hope you are able to reach the provider or Microsoft Support and restore access as soon as possible.

Kind regards,

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