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JaxPlanet's avatar
JaxPlanet
Brass Contributor
Jun 22, 2023

Help! I cannot access my Microsoft 365 business account

PSA: Sign into all your Microsoft accounts now and enable all authentication methods, app, text, phone, and alternate email.  Don't let this happen to you:

 

I am the only administrator and I cannot sign into office.com.

 

When I sign in, it asks me to enter a number in my Microsoft Authenticator but I do not have Microsoft Authenticator.  When I select "sign in another way" it asks me again to use my Authenticator.

 

I contacted Microsoft and they told me I could restore access at aka.ms/prosupport.  However, I cannot use the website because it requires me to sign in.

 

I opened a ticket using another tenant and they told me to call 800-642-7676.  I have been on hold for 3.5 hours now and I do not expect they will take my call or provide any useful support.  If they do, I will post back to share what happened.

 

Does anyone here know another way to restore access to 365 that doesn't require access to 365?

 

Thank you in advance!

 

Update: After 5.25 hours on hold, a voice told me, "All support agents are busy.  Please try your call at another time.  Goodbye." and hung up.  The phone number was a dead end.  Later, I called other Microsoft numbers and they all led to the same queue, voice prompts, and hold music.  I waited at least 1-hour on each attempt for someone to help me and no one did.

    • JaxPlanet's avatar
      JaxPlanet
      Brass Contributor

      Thanks for the suggestion but, as I just added above, calling Microsoft is a dead end. I've tried more numbers and they all lead to the same queue with the same prompts, hold music. I must have heard "For faster support please sign into your admin console..." a thousand times now. It's like a knife turning in my gut.

      • M365Specialist's avatar
        M365Specialist
        Brass Contributor
        Hi JaxPlanet,
        Have you resolved the log in issue yet?
        I would try using a different device and make sure to install and configure the authenticator app first.
        My two cents worth - hope it helps.

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