Microsoft - Tech Support Customer Service Issues

Archive 46

The following are issues that customers reported to GetHuman about Microsoft - Tech Support customer service, archive #46. It includes a selection of 20 issue(s) reported April 8, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Yesterday evening, I encountered a ransomware attack while trying to pay my car installment online. A message on my computer warned of a security lockout due to malicious activity and instructed me to contact Microsoft support. After calling, a person named David Mercer claiming to be Microsoft # [redacted] answered. He mentioned a foreign IP address using mine and asked for remote access to resolve the issue. Following his failed attempt, he redirected me to Adtrimmer, a company he referred to as a Microsoft contractor. Adtrimmer then charged me $[redacted].99 for fixing the supposed internet security problem, stating regular Microsoft defenses were insufficient. I'm unsure if this was a legitimate interaction considering the bypass of Microsoft Security and Defender. Any guidance would be appreciated. Thank you, Paul Blackmon.
Reported by GetHuman5936479 on jueves, 8 de abril de 2021 12:13
I am trying to download an app from the Microsoft app store. When I click "get," I am directed to a Windows Security window asking me to verify my identity with the correct email address. Despite entering my pin number, I am then prompted to log in to my Microsoft account to access sensitive information. The issue arises because the email address associated with the account is outdated. When I attempt to reset the password using the correct email, the system does not recognize it. I have attempted to update the email address by clearing the cache, checking for updates, and restarting the system, but the problem persists each time I try to download the app.
Reported by GetHuman-hurttae on jueves, 8 de abril de 2021 22:16
My computer crashed while I was accessing online banking yesterday, and I received a message from Microsoft instructing me to call [redacted] due to an online threat. I want to confirm whether the person I spoke to was a genuine Microsoft employee. He was able to resolve the issue, but given that he accessed my banking information, I want to make sure he was legitimate. His name is John Battam with certification #[redacted], and his phone number is [redacted]. Some friends are saying I may have been scammed. Can anyone confirm if he is a legitimate Microsoft tech employee?
Reported by GetHuman5942190 on viernes, 9 de abril de 2021 19:18
I have noticed unauthorized charges on my debit and credit cards from your company. I did not authorize these transactions and have not given you permission to use my financial information. Despite canceling and replacing two of my cards, the unauthorized charges have continued. I have not provided my card details to Microsoft, yet my new card is being used without my consent. I did not give Microsoft permission to access my bank accounts or charge my cards. I request that you delete my card information from your records. If I decide to make Microsoft purchases, I will use gift cards that I can control.
Reported by GetHuman-brnewman on viernes, 9 de abril de 2021 20:35
When I was younger, I created an email address as "[redacted]" but I have forgotten the password. I have been trying to recover the account for over 6 years but have not been successful. I have attempted the account recovery process multiple times, but I cannot remember details about past emails, previous passwords, or even my correct age since I used to input false ages on my accounts. I am concerned because my YouTube account is linked to this email, and I fear it may be shut down. There is also important information in this email that I would like to retrieve, such as access to other accounts. I vaguely recall that the password might have been something like "Prettybird" or "pretty butterfly" followed by a random number. The account could be associated with either [redacted] or [redacted], which belong to my parents and are inaccessible to me. I can provide proof that the account belongs to me through old pictures if necessary.
Reported by GetHuman-oldmanho on domingo, 11 de abril de 2021 9:04
After using Total PC Cleaner from Microsoft, I encountered several issues with my PC. Firstly, when I type, the cursor keeps jumping back to the beginning of the sentence. Additionally, my Personal Vault on OneDrive was removed, and though I can access it on the website, the files are now "Read Only" and I can't edit them. The visual format of OneDrive has also changed. Furthermore, when I open My PC on the Desktop, I see duplicate folders, one with files and the other empty, but both showing as having content when checking the properties. How can I resolve these issues caused by using the cleaner?
Reported by GetHuman-jpwohnha on lunes, 12 de abril de 2021 16:46
Hello, I am reaching out regarding my experience with the Xbox app and subscriptions to Xbox Game Pass and EA Play. Recently, I encountered difficulties launching the EA Desktop app to access my games, prompting me to uninstall it. Despite numerous attempts to reinstall, I continue to receive an error stating the app is already installed. Despite extensive efforts to remove all traces of the EA app from my computer, including deleting files, clearing caches, and removing registry entries, I have been unable to resolve the issue. Both Xbox and EA support have been unable to provide a solution, with EA support mistakenly referring to the unrelated Origin app. Numerous users facing similar challenges have expressed frustration on EA forums without resolution. It appears that remnants of the EA app persist on the system, hindering reinstallation and gameplay. Urgent intervention is needed to address this issue and facilitate a successful installation process. I am hopeful for a resolution or guidance on thoroughly removing all relevant files to enable a clean reinstall. Your assistance in escalating this matter to EA for prompt resolution would be greatly appreciated. Thank you for your attention and support. Best, Jonathan
Reported by GetHuman5951857 on lunes, 12 de abril de 2021 18:10
I have been using my Outlook account for many years. Around a month ago, there was an issue with the server, and I couldn't receive emails for a few days. I decided to download the app, and since then, I have been able to receive new emails. However, I've noticed that my old emails are now separate, and when I try to open them, they appear empty with a message stating they haven't been downloaded from the server. This is troubling as some of these emails have important family pictures and patterns I need access to. I have around [redacted] emails that I can no longer view. I would appreciate any assistance to resolve this matter effectively.
Reported by GetHuman1971858 on lunes, 12 de abril de 2021 22:05
I urgently need to report that there are individuals sending emails using my name without my consent. These emails are related to UPS deliveries, and I have never sent such emails before. I suspect my email has been compromised as I keep finding these emails in my "sent" folder resulting in Outlook Team blocking my account frequently due to exceeding daily sending limits. This situation is making me feel very unsafe. I kindly request an investigation to block these unauthorized users from using my email address ([redacted]). I am seeking advice on how to enhance the security of my Outlook account. Thank you. - Judy, cell [redacted]
Reported by GetHuman5956559 on martes, 13 de abril de 2021 18:46
I am currently subscribed to Microsoft Office [redacted] Personal and have a query regarding the 1TB cloud storage in OneDrive. Initially, I only had 5GB storage and recently upgraded to 1TB through a trial that will cost $8 per month ($96 annually) after. However, I have learned that the Office [redacted] Personal subscription includes 1TB cloud storage and costs $79 per year. I am looking for guidance on what to do next. If I cancel the trial, will I revert to my standard $79 yearly billing with 1TB cloud storage? I bought the subscription on October 9, [redacted], with a new computer. I would appreciate immediate assistance on this matter. Thank you.
Reported by GetHuman5956654 on martes, 13 de abril de 2021 18:57
Subject: Request for Update Regarding Phone Number on File Hello Microsoft Support Team, I recently discovered that my previous phone number [redacted] is still associated with my OneNote on my laptop. It seems that OneNote is not syncing properly with Word or Excel. I remember setting up an Outlook account when I purchased my computer back in [redacted], but I am unsure if it is linked to OneNote. I have attempted to verify my account twice but have been unsuccessful. I am encountering difficulties due to the various spellings of my last name O'Brien, which may be causing confusion in the system. Additionally, I am being prompted with questions about Outlook, a service I have never used. To avoid further confusion, I kindly request that my old phone number be removed from my account. My current contact number is now [redacted]. I appreciate your assistance in resolving this matter promptly. Best regards, Katherine O'Brien
Reported by GetHuman5967796 on viernes, 16 de abril de 2021 15:53
I recently installed Microsoft Office 16 on my new HP 17 laptop from COSTCO, running Windows 10. Although all the Office applications are working fine, I am having trouble with OUTLOOK [redacted]. During the account setup, I am prompted to enter a password for "Personal Folder 1 or (1)," which I have never accessed before and have not set a password for. I initially had Office [redacted] OUTLOOK installed, but due to stability issues, I uninstalled it and installed Office [redacted], which I obtained through my workplace as an allowed employee purchase. My Microsoft ID is [redacted], and I have tried various passwords, including leaving it blank, to open OUTLOOK [redacted], but it keeps asking for a password. Any suggestions on how to resolve this issue would be greatly appreciated.
Reported by GetHuman5969520 on viernes, 16 de abril de 2021 22:17
I am attempting to sync iCloud with Outlook. Despite following all the steps outlined in the guide provided by Microsoft, I am encountering issues related to PowerShell commands. Despite my attempts to fix Outlook by repairing, reinstalling, and ensuring iCloud settings are selected correctly, I keep receiving error messages "Your setup couldn't be started because of an unexpected error. (0x800706ba)" and "Setup can't continue because Outlook isn't configured to have a default profile." I am unsure how to proceed further.
Reported by GetHuman5969888 on sábado, 17 de abril de 2021 0:46
I need to report a scam. I received an email from "Microsoft" about a $[redacted].99 purchase I didn't make. The email was addressed to my husband but came to my email. Neither of us ordered any Microsoft product recently. --- Subject: Windows Defender Order From: [redacted] To: GARY P BOGOSIAN Fri, Apr 16 at 4:35 PM Microsoft Account Order Confirmation Invoice Number: WIN[redacted]4-[redacted] Customer Id: [redacted]60 Email: [redacted] Phone: +1 XXX-XXX-XXXX Invoice Date: April 16, [redacted] Item Quantity Total Windows Defender Advanced Threat Protection Firewall & Network Protection (One Year Subscription) 1 $[redacted].99 Total $[redacted].99 Dear Customer, If you didn't make this purchase or suspect unauthorized access to your Microsoft account, call our customer care at +1 [redacted] (Toll Free). This email confirms payment for Microsoft Defender. Charges occur until cancellation by downloading the plan. You can request a full refund within 48 hours for a monthly upgrade or 72 hours after a yearly payment. Partial refunds comply with regulations. Regards, Microsoft Team Phone: [redacted]1
Reported by GetHuman5971481 on sábado, 17 de abril de 2021 16:17
I recently downloaded Total PC Cleaner from Microsoft and opted for the basic subscription. Unfortunately, the software caused several issues on my PC: the cursor jumps back when typing, my Personal Vault on OneDrive was removed and the remaining files became "Read Only," the OneDrive layout changed, there are duplicate folders with different content, some desktop shortcuts are broken, and others lead to blank web pages. The situation worsened, prompting me to reset my PC to prevent potential data loss. As a result, I am seeking a refund for the subscription due to the performance problems caused by the Total PC Cleaner.
Reported by GetHuman-jpwohnha on lunes, 19 de abril de 2021 13:14
Today, when trying to access sensitive content on my Microsoft account, I was prompted to provide a security code. Unfortunately, the code was being sent to my landline, which doesn't receive text messages. Despite multiple attempts, I couldn't find an alternative to receive the code. I then tried to change my security info to update my phone number to my cellphone for text message reception. However, I was unaware of the 30-day waiting period for changes. Stuck without the ability to cancel the request or add my cellphone number due to needing the security code, I'm facing a dilemma. Waiting 30 days isn't an option because vital parts of my account are inaccessible, and I can no longer receive emails on my phone.
Reported by GetHuman-kaylemaj on martes, 20 de abril de 2021 7:29
I deleted Yahoo years ago and switched to AOL. Recently, when setting up my new laptop, Microsoft keeps detecting password change attempts on my inactive Yahoo account, which I no longer use. I am currently locked out and unable to access my AOL email account, [redacted] I also have the emails [redacted] and [redacted], but do not use them. Each time I try to create a new password, it gets rejected, leading Microsoft to think my account is at risk. Microsoft informed me recently that my Yahoo account is no longer active, but I am still experiencing issues. Please help me remove the Yahoo account association.
Reported by GetHuman5981765 on martes, 20 de abril de 2021 16:29
I recently created an Outlook.com email account, and shortly after, I received a notice about potentially violating terms. When prompted, I provided my phone number and entered a 4-digit code. However, I continued to experience issues. I suspect a possible hacking incident as I could only receive emails and not send any. I changed my password on Outlook.com, but could not find a way to update it on my devices. This has left me worried about my account's security, especially after sharing my phone number and possibly my previous password. My Outlook email is [redacted], and I had emails forwarded from CableOne, which is being discontinued. Any guidance on how to address this would be greatly appreciated as I am unsure of the next steps to take.
Reported by GetHuman5987389 on jueves, 22 de abril de 2021 0:07
I recently restarted my Lenovo Microsoft 10 touchscreen laptop and now I am unable to sign in without resetting my PIN to use my fingerprint. I believe I may have mistyped my password during the initial account setup due to my long nails, making it impossible to proofread properly. Unfortunately, I am also experiencing difficulties resetting my password via email and adding my phone number for verification. This is my first time owning a Microsoft computer, so I am unfamiliar with the process. I have attempted to recover my account multiple times and contacted customer support without success. Since I only recently acquired the computer and set up my account, I am unable to verify my identity as I can't personalize my account without accessing my laptop. Can anyone advise me on what to do in this situation?
Reported by GetHuman-oxyannab on domingo, 25 de abril de 2021 19:52
On Friday, April 23rd, my iPhone mobile number was hijacked. The perpetrator called T-Mobile customer service, pretending to be an agent from a T-Mobile store. As a result, my phone was deactivated because my number got assigned to their device. After obtaining my phone number, they accessed my Outlook and Gmail accounts. They used the 2-step verification to change the email and phone number linked to my accounts. I tried to recover them, but both Microsoft and Gmail denied my requests, claiming I didn't provide enough information. Even though I shared my phone number, I haven't received a callback. Instead, I got a request for information from Gmail and Outlook, which I had already given them. Now, my financial data on OneDrive is compromised.
Reported by GetHuman-cheezyma on lunes, 26 de abril de 2021 16:19

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