SOLVED

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

%3CLINGO-SUB%20id%3D%22lingo-sub-2216476%22%20slang%3D%22en-US%22%3ENot%20receiving%20SMS%20to%20reset%20account%2C%202%20tickets%20raised%2C%20no%20respone.%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2216476%22%20slang%3D%22en-US%22%3E%3CP%3EI%20cannot%20reset%20my%20password%20as%20I'm%20not%20receiving%20SMS%20messages%20to%20my%20mobile%20*only*%20for%20this%20service.%26nbsp%3B%20I%20have%20other%20Microsoft%20365%20accounts%20that%20happily%20send%20me%20authentication%20SMS%20messages.%26nbsp%3B%20I%20have%202%20tickets%20raised%20(24593952%20and%26nbsp%3B24390028)%20%2C%20but%20it's%20been%20over%202%20weeks%20since%20I've%20had%20any%20reply.%26nbsp%3B%20This%20is%20my%20own%20Work%20Account%3B%20we're%20also%20in%20the%20middle%20of%20planning%20to%20move%20out%20datacentres%20to%20the%20cloud%20and%20weighing%20up%20whether%20to%20Azure%20or%20AWS%20-%20tbh%20this%20sort%20of%20shoddy%20support%20makes%20me%20much%20more%20likely%20to%20go%20AWS..%26nbsp%3B%20Is%20it%20too%20much%20to%20expect%20someone%20to%20take%20responsibility%20for%20a%20ticket%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-2216476%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EAdmin%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EOffice%20365%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3ESecurity%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-2225684%22%20slang%3D%22en-US%22%3ERe%3A%20Not%20receiving%20SMS%20to%20reset%20account%2C%202%20tickets%20raised%2C%20no%20response.%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2225684%22%20slang%3D%22en-US%22%3EYou%20are%20the%20Admin%20of%20that%20Tenant%3F%20Did%20you%20try%20just%20to%20disable%202FA%20temporarily%2C%20reset%20your%20password%2C%20be%20sure%20your%20connection%20works%20and%20re-enable%202FA%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-2225772%22%20slang%3D%22en-US%22%3ERe%3A%20Not%20receiving%20SMS%20to%20reset%20account%2C%202%20tickets%20raised%2C%20no%20response.%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2225772%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F1001863%22%20target%3D%22_blank%22%3E%40StevenRPF%3C%2FA%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI'm%20the%20global%20admin%2C%20so%20can't%20get%20in%20to%20change%20any%20settings.%3C%2FP%3E%3C%2FLINGO-BODY%3E
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.