I am trying to reinstate a Microsoft Support chat session

Question

Last night I had a chat session with one of your representatives, [RemovedPII], regarding a problem I am having with my Outlook Classic IMAP account. The session concluded by [RemovedPII] providing me with a hotlink to reinstate the session. I have attempted to use that, but it seems I have ended up in the general help section. How can I get back to last night's chat thread, which provides context for my query?

Answer 1

PII note: For security and privacy reasons, I have removed the support representative’s name from the original post.

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Hello Chris J,

The link provided may no longer connect directly to the previous chat, especially if the session has ended or the case was closed. Unfortunately, this user-to-user forum cannot access Microsoft Support records or restore that conversation.

I suggest trying the following:

Check your inbox and spam folder for an email from Microsoft Support. Search for a service request or case number. If the email contains a reply option or an active support link, use it to continue the case.

If you cannot find one, visit Contact Microsoft Support again sign in with the same Microsoft account used for the previous chat, and enter “Outlook Classic IMAP support.” Select Contact Support and choose the available chat option.

When connected, give the new support representative your previous case number and the approximate date of the session. They may be able to locate the existing case and review its notes.

Hope this helps. Thank you so much for your patience!

Answer 2

Can I get a response from a Microsoft Support representative?