acesso a conta

Question

Deixei de conseguir ter acesso à minha conta institucional, diqz que o utilizador é inexistente. O administrador da nossa conta também perdeu o acesso, todos na empresa perderam o acesso quando tentamos recuperar acesso diz que as contas são inexistentes...o que é? o que podemos fazer para reverter a situação?

Answer 1

Hi, Raquel Tavares3

Good day!

Thank you for posting to Microsoft Community. We are glad to assist you!

According to your description, I'm sorry to hear about the trouble you're facing with your institutional accounts.

Since the given issue has been affected your whole organization, at this moment, please ask your administrator contact Microsoft Data Protection team the sooner the better.

Contacting Microsoft Data Protection team by phone support - Números de telefone do suporte ao cliente - Suporte da Microsoft.

Microsoft Data Protection team has only required permissionto reset your account on the backend. They are the only responsible and privileged support team for account questions.

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

Customer: Lost account.

IVR: What kind of product do you use?

Customer: Office 365 for business.

IVR confirmation: education or company account?

Customer: For companies

IVR: Are you an administrator?

Customer: Yes.

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

Customer: No.

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

Customer: Yes

Thank you for your precious time and your kind understanding.

I hope this information helps you to reach data protection team to open ticket.
Hope you everything is going well for you.

Thank you for your precious time and your understanding would be highly appreciated.

Sincerely,

Alex | Microsoft Community Moderator.