Admin access and Authenticator Helix of frustration

Question

How do I actually get to speak to someone in Microsoft when I have a problem? - Admin access and Authenticator.

How do I actually get to speak to someone in Microsoft when I have a problem that no BOT or FAQ or subsite of MS can help with? - Admin access and Authtenticator.

I have spent hours now trying to find a way to stop the HELIX of Microsoft nonsense! Main site, access, to subset, to regional. I cannot find a single way to talk to a human who might know how to resolve my problem.

I have a single Business MS365 paid monthly account. I recently bought a new phone. All was working fine. Until I noticed that my business Teams wasn't working and I had to resign in. Entered e mail address used for admin access, added password, only to be told I needed to re retrieve the code and reenter it from authenticator. Imagine my surprise when while in Authenticator it told me to go to the app to enter the number. Helix 1.

Then when entering in the admin e mail, it says not found. I somehow managed to update a strong password but again taken back to Authenticator but again no code given or the ability to type in. HELIX 2.

I think im on about HELIX 1000 now.... meaning that im just going round and round in circles.

I want to re log back into my 365 account. Im paying for it after all. Ive deleted the authenticator app and reinstalled. No help. Apparently there is a QR code somewhere but again the maze of detail is beyond me!

So the issue is, I can sign in, but it wants me to authenticate it. Which I cant. and when I say there is a problem it asks me to go back to the authenticator, which is no use. If it wasn't a public forum id use every bad word possible. I just want easy and access. And for a human ( let's face it Microsoft must have many employees globally..... yes im being facetious ). I tried to pretend I wanted to talk to sales.... but today apparently is a public holiday.... Jan 2nd 2025

can someone help? im using iPhone 16, and my 365 account was to add to my Mac, because as a small business user I couldn't afford to go and buy a 2nd laptop. Logged in on personal account to send this, as couldnt via the account I actually want to get into 🤮😭😭😭😭😭😭

Added info.

Thank you for your reply and pointing me in the right direction. It's great to hear that as a business user( if I could get into my account), I can speak to someone. The problem is the MS world to a 1 man band is so convoluted that it becomes possible to do that. I have found telephone numbers per country, yet the telephone tree redirects me to aka.ms/assist which loops me right back to website and support topics for a myriad of questions. Im not an IT expert, I just want to use the monthly subscription for MS365 which allows me to have Teams, One drive, Office suite etc

I always back up my phone, and did this as normal. Once everything had been backed up, I migrated it over to my new phone. I then completely wiped the old one and gave it to my 82 yo mother.

I purchased MS365 direct by the MS site, then using the Businesss sales bot, and did end up speaking to some people in Egypt to help me set it up.

Speaking to someone, like I said it's refreshing to know I have that support as a businesss user, but only if I can get through the tree 😭😭😭😭😭😭😭😭. I was calling 0800 026 0329, then get redirected to web as normal. Again im only using my personal account here to actually try to get through all the red tape.

I feel I have so many different MS profiles / passwords( here included now ) that im getting deeper and deeper into the frustration of the MAZE of **** without actually getting resolution. To get into my MS account, when I have the Strong password. The redirect to Authenticator does not work

Answer 1

Hi,

From the admin portal, you can open a ticket with support.

https://support.microsoft.com/fr-fr/topic/contacter-le-support-microsoft-office-fd6bb40e-75b7-6f43-d6f9-c13d10850e77

https://learn.microsoft.com/fr-fr/services-hub/unified/support/open-support-requests

Sincerely,

Answer 2

Dear all. After days of frustration I was able to get resolution.

I was not able to get into Admin due to the problem.

I went online to MS, where I chose the following path

Prompt - personal / work account - work

Product - MS 365

Other admins? - No

Are you the Global Admin - Yes

while I eventually got through to a human( he was brilliant, and understood the problem immediately, AI did not or the Bot did not, because he could hear my pain he raised a ticket. He said that someone would call me after about 8 hours. A lady then did call me one day later with a Redmond WA tel number, and advised the problem had been fixed, that I should try to get in to my account over the weekend. Which I have done and my account is now back up, visible and paired to the authenticator.

If you get the same problem ever, that even with your strong password, it asks for a code via authenticator, and this might be because you have updated your phone( even backed up) that you get a helix of f**ks, dont despair