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Yolandi Neuhoff 0 Reputation points
2025-12-04T12:55:36.2033333+00:00

Good day,

I need support and its so hard to find it with Microsoft, my previous phone was lost and it had the authenticator app non it that I use to log into my emails/onedrive/teams , now I cannot access my emails or anything, the app requires a code that they send to the phone, there is no additional sign in options besides getting the code send to the phone or email, but I cannot access any of this, I tried a 1000 times to phone the support lines but there is 0 support its so shocking, is there anything I can do or where I can get the correct support from Microsoft?

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Nam-D 485 Reputation points Microsoft External Staff Moderator
    2025-12-04T14:25:47.6266667+00:00

    Hello @Yolandi Neuhoff,

    Thank you for posting your question in the Microsoft Q&A forum.    

    Regarding your inability to access your account, since the case is tagged as Microsoft for Business, we’ll provide support for a business account. If you are using a personal account instead, please let us know so we can assist accordingly.

    To help us investigate further, could you please provide the phone number you used when trying to contact Microsoft Support but were unable to reach them? Also, kindly double-check whether this phone number is listed under Customer Service Phone Numbers. In addition, please confirm if you received any confirmation email that includes a ticket number or ID.

    If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

    Alternatively, you can try set up a new trial tenant and submit your support request:   

    1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.  
    2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.   
    3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.   
    4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.  
    5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."   
    6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:     
      • Your administrator account email address for the locked tenant.   
      • The domain name of your locked tenant    
      • Any error messages you are receiving.   
      • Details about the authentication issues you are experiencing.   
      • Confirmation that you are the administrator of the locked tenant.   
    7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.   

    Important notes:    

    • This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   
    • Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.   
    • The resolution time might be longer as you are contacting support from a different tenant.   
    • Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."   

    I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.        

    Thank you again for your time and understanding. 

    If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.     

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