SOLVED

Not receiving SMS to reset account, 2 tickets raised, no response.

Occasional Contributor

I cannot reset my password as I'm not receiving SMS messages to my mobile *only* for this service.  I have other Microsoft 365 accounts that happily send me authentication SMS messages.  I have 2 tickets raised (24593952 and 24390028) , but it's been over 2 weeks since I've had any reply.  This is my own Work Account; we're also in the middle of planning to move out datacentres to the cloud and weighing up whether to Azure or AWS - tbh this sort of shoddy support makes me much more likely to go AWS..  Is it too much to expect someone to take responsibility for a ticket?

9 Replies
You are the Admin of that Tenant? Did you try just to disable 2FA temporarily, reset your password, be sure your connection works and re-enable 2FA?

@StevenRPF 

 

I'm the global admin, so can't get in to change any settings.

Hello, this is not Microsoft support so no use sending your ticket numbers here :)

As you're an global admin I don't understand why you cannot sort this out? Why don't you just require a re-registration of MFA for that work account? https://docs.microsoft.com/en-us/azure/active-directory/authentication/howto-mfa-userdevicesettings#...

Or use PowerShell https://docs.microsoft.com/en-us/powershell/module/msonline/reset-msolstrongauthenticationmethodbyup...

I might be missing something obvious in your scenario.
It's my global admin account I'm locked out of... I can't reset the password, and the 2FA isn't being delivered.
Ok. Must be other admins in your org? If not I would call support as you haven’t set up any alternate contact info for password reset.

https://docs.microsoft.com/en-us/microsoft-365/admin/contact-support-for-business-products?tabs=phon...
I'm the only admin. There are alternate contacts (email), but sending SMS to the mobile number I have stored doesn't work (although they work fine for my other MS tenants). I have raised support calls, hence the 2 ticket numbers, but I'm getting no response, catch 22...
best response confirmed by _Matt_ (Occasional Contributor)
Solution
Doesn’t sound right with your tickets. Something must be wrong. Call them and push for action. Good luck!
Kept calling, and have finally had a response from someone who could actually help. Phew - only took a month...
Glad it got sorted! Can't believe it took that long for you to get proper assistance from the official support.