I've recently started working with a new client who set up their Office 365 Business account through TechSoup. Unfortunately, they didn't jot down their onmicrosoft.com credentials and now they've forgotten how to log into their account. They reached out to me for help, and when I visited their office, it was clear they couldn't access their account. What's the most effective approach to contact Microsoft 365 support to help them regain access? I've heard about a special support number from friends at an MSP that could potentially expedite assistance, but I haven't gotten that number. This situation is pretty urgent since they need to make user account changes but are completely locked out. Any advice would be appreciated!
3 Answers
Wait, so they really forgot the password for the .onmicrosoft.com email, not the domain itself? That makes things a bit trickier. If all the passwords they've tried aren’t working, they might have to go through the recovery options. Definitely a frustrating situation, though!
There isn't a secret support number for regular customers unless you’ve paid for premium support. They will ask you to verify that you’re eligible for that service if you try to use it. Just a heads up!
Yeah, getting quick help is usually just a dream unless you're on a special plan.
Have they set up their own domain with the tenant? If they did, the .onmicrosoft.com address should be easy to find through another user account or by checking the custom domain attached to their account. They might not need to contact support if it’s just about recovering the email.
Exactly! It's just that login access that’s the problem here. They’re really stuck.