Entra support not responding

Hi Matt,

That does sound extremely frustrating, especially given the amount of time you’ve been waiting and the fact that this is a paid support scenario.

Microsoft Q&A itself can’t directly intervene in support cases, but when Microsoft Entra support tickets stall for weeks or months, there are a few escalation paths that usually work better than reopening generic tickets:

1.Check the support plan and severity

• If this is tied to an Azure subscription with a paid support plan (Standard / Professional / Unified), make sure the case severity matches the business impact.
• Updating the severity often triggers internal re-routing.

 2.Open or manage the case from the Azure Portal

•  Go to Azure Portal → Help + Support → Support Requests and open or update the case from there (not only via M365).
•  Entra ID issues are usually handled more effectively when the case is clearly associated with the Azure tenant.

 3.Explicitly request escalation

•  In the case comments, ask for an escalation or a support manager review due to prolonged inactivity.
•  Mention the original case number and how long it has been open.

 4. Provide tenant and impact context (without PII)

 Including details like tenant type, subscription type, and business impact (without sharing sensitive data publicly) helps routing internally.

In many similar cases, once escalation is requested through the Azure support workflow, a Microsoft support engineer or manager does re-engage.

Hopefully a Microsoft moderator can also help route this internally. Hope this helps, and I understand how frustrating this experience can be.

Thanks for confirming, that helps clarify the situation.

Since the case is already tied to a paid Azure subscription and severity changes haven’t helped, the next effective step is usually to explicitly request an escalation or support manager review directly within the existing Azure support case, referencing the prolonged inactivity.

At this point, this is less a technical issue and more a support engagement / routing problem, so a Microsoft moderator may be able to help route this internally if they see the case details.

Hopefully this gets picked up and re-engaged soon.

Thank you for your help today.

Hello Matt C,

Apologies for the delayed response and thank you for your patience. I completely understand how frustrating this situation is, especially after waiting so long for a reply from support.

Could you please share the previous case ID or a link to the original thread in Private messages tab? That will help us check the status and advise on the best way to get it escalated.

Is there a way for me to share this information privately? I dont feel comfortable posting it on a public forum.

Thanks.