Support Required

Hello @Sheila Dodds

To better assist you, may I please confirm the issue you are facing that needs to be raised with Microsoft Support for further assistance?

I see that you have already tried some steps without success, but I would like to share a detailed workflow that many users have successfully used to reach the Microsoft Support team for business/educational account.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes  

Please try 2 or 3 times until you can reach out to an agent.

If you still need my assistance, please come back with screenshots or any additional details so I can review it again and see if there’s anything more I can help you with.  

Have a nice day!  

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

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It is not helpful to direct me to the chat option. The chat option directed me to call!

Support wait times are not fixed and are not published as a guaranteed duration, so the total time on hold cannot be predicted. For Microsoft 365 and Windows support, how long it takes to reach an agent depends on:

• Product and subscription (for example, Microsoft 365 home vs. business)
• Country/region and local support hours
• Current call and chat volume at the time of contact

For home Microsoft 365 subscriptions (Basic, Personal, Family, Premium), support is provided via chat or callback. When starting a request from the Microsoft 365 customer service and support page, the system shows the expected wait time for chat or call back before the request is confirmed.

For Microsoft 365 for business, when an admin opens a request in the Microsoft 365 admin center (Help & support → Contact Support), the Contact support pane displays an estimated wait time for the chosen contact method (phone or email).

Because wait times are driven by real-time volume, there is no documented maximum queue time; agents respond as soon as one becomes available. If hold times are very long, using the online Get Help or Contact Support flows and choosing a callback (where available) can reduce the time spent actively waiting on the line.

References:

• Microsoft 365 Customer Service and Support
• Get support for Microsoft 365 for business
• Get help from Microsoft Support Services
• Use a screen reader to navigate Windows support tools