Cannot log in with authenticator to Windows365 (W investment Partners)

Question

I have had launched windows365 last week.

I encountered I cannot log-in to the account both via App and Web. I recently had a message that the virtual machine got unsubscribed.

Because I cannot log-in to the account, I can't leave message or directly contact MS engineers.

I hope I can log-in to terminate the subscription program and further erase the small business account.

Please make sure that the subscription won't be charged.

Account Info

Name: ***PII removed***

Profile: ***PII removed***

Subscription name: ***PII removed***

Tenant ID: ***PII removed***

I hope to hear from you soon.

Answer 1

Dear 재열 우,

We hope you're okay. We just wanted to follow up and see if the solution we provided helped solve the problem you were facing.

We haven't heard from you yet, and we want to make sure everything runs smoothly on your end. If you are still struggling or have any questions, please do not hesitate to contact us, we are here to help.

If my answer is helpful, please mark it as YES, which will definitely help others in the community who have similar queries find solutions to their problems faster.https://learn-attachment.microsoft.com/api/attachments/c116aba8-a823-4179-a01d-2b1d7ffca494?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/2a4d6b2b-4b32-40e6-b301-ab3460aa9318?platform=QnA" title="filestore.community.support.microsoft.com" rel="ugc nofollow">

Thank you and Kind Regards,

Huy-K - MSFT | Microsoft Community Support Specialist

Answer 2

Dear 재열 우,

Good day! Thank you for sharing your concern with us here in the Microsoft Community.

We apologize for any inconvenience you may encounter when using our services/products.

If you are now under a tenant lock-out issue, the only solution is to contact to our support line on the phone, a support request will be created and assigned to our Data protection Team, the team will reset your authentication method and help you regaining your access.

Customer service phone numbers - Microsoft Support

To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes
These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues.

We appreciate your patience and understanding while this issue is being resolved due to a high volume of inquiries and the need to carefully verify tenant ownership and data protection credentials, the processing time for your case may take longer than usual.

Kind Regards,  

Huy-K - MSFT | Microsoft Community Support Specialist