It is impossible to contact microsoft customer services

Paul S 30 Reputation points
2026-05-18T15:08:07.04+00:00

For a few weeks now i have been trying to phone and/or use the chat system. The chat system has been down for some weeks according to my account, and the phone number gives information but just hangs up. This is so frustrating, i pay £100 a year for storage space and use of software and wish to talk to microsoft but it appears to ne impossible now. Can somebody please advise me on how to contact them.

Microsoft 365 and Office | Other
Answer accepted by question author
Alexandr S 106.6K Reputation points Independent Advisor
2026-05-18T17:05:00.1666667+00:00

Check the steps:

  1. Log in to your personal Microsoft account on the page: https://support.microsoft.com/en-US/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=www.microsoft.com
  2. In the search bar, enter "agent support" (without quotation marks) and press Enter or click on Get Help. Ignore the search results and click on the "Contact Support" button at the bottom.
  3. On the next page, select "Microsoft 365 and Office" and "Technical Support" from the drop-down lists, then click on "Confirm":

User's image

  1. Next, select the chat "Chat with a support agent in your web browser" and on the next page (if requested), enter your (the one that is not blocked) email address and click on "Confirm":

User's image

A chat window should open in a new tab. If it doesn't, please specify which step is causing the issue.

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  1. AI answer

    2026-05-18T15:08:41.2066667+00:00

    To contact Microsoft support for Microsoft 365 and Office when normal options seem unavailable, use these official paths:

    1. Use the Get Help / Contact Support flow
      • Go to the Microsoft support entry point: Contact – Microsoft Support (from the guidance in the Q&A threads) or the general Office support home page such as Microsoft Office Support.
      • In the search box, type a short description (for example, “billing issue” or “contact support”).
      • Scroll down and choose Get Help or Contact Us.
      • When prompted for product, choose Microsoft 365 & Office and then a category such as Manage my subscription or Billing.
      • Continue until the options Chat with a support agent or Request a call / Call me back appear, then select the preferred option.
    2. If using Microsoft 365 for business (admin account)
      • Sign in to the Microsoft 365 admin center.
      • Select Support > Help and support.
      • Enter the issue description and select Contact support.
      • Choose the available contact method (phone or chat) offered for the tenant.
    3. If using a personal (home) subscription
      • Use the Get Help app on Windows or the browser-based Get Help experience: Get Help.
      • Describe the problem; the system will offer self-help and then options to connect to support (chat or request a call) when available.
    4. Phone-based options
    5. If the issue is specifically about Microsoft Store billing/charges
      • Use the Microsoft Store purchase help page: Help with Microsoft Store purchases.
      • Select Get help, describe the billing problem, and then choose chat or request a call.
      • If still unresolved, use the regional phone number list linked from that page or the general Customer service phone numbers page.

    If chat appears unavailable at certain times, try again during local business hours and from a different browser or device. When offered a “Call me back” option, provide a reachable phone number so support can contact directly instead of waiting on hold.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Paul S 30 Reputation points
    2026-06-05T12:42:07.0166667+00:00

    okay, ive tried some of the above but its ony a repeat of what ive done before, the chhat line is none existent its permanently telling me 'its not available at the moment 'seems even on this forum there is no support. I have been trying since March to join chat or talk to someone and its obvious MS has no intention of giving us ability to contact them. I am paying over £100 month for 365 family, i think we deserve some form of support. I still have windows 10 on my laptop, is this why i cant get to use chat lines ? this service is absolutely outrageous, i would cancel tomorrow if it wasnt for use of the storage which many of my family members us. Im paying for this i want to be able to talk to MS, please if anyone has any ideas to help let me know.

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  3. Stefan Blom 353.6K Reputation points MVP Volunteer Moderator
    2026-06-05T13:11:32.4533333+00:00

    okay, ive tried some of the above but its ony a repeat of what ive done before, the chhat line is none existent its permanently telling me 'its not available at the moment 'seems even on this forum there is no support. I have been trying since March to join chat or talk to someone and its obvious MS has no intention of giving us ability to contact them.

    As others have stated, phone support is very limited, almost nonexistent. Char support should work, but getting the correct help may be time-consuming, according to users who have posted their experiences here in Q&A.

    Note that Microsoft developers do not read the forums. They won't see any feedback you leave here. You can send feedback via the portal at https://feedbackportal.microsoft.com/feedback .

    You could ask your question here in the forum. Maybe the issue you have encountered is something your fellow users can assist you with.

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