phone number for MS customer service

Question

phone number for MS customer service

Sherri Moser 0

I bought a new computer and already have a Microsoft 365 account that I pay for monthly. The computer came with a pre-loaded MS 365 and I cannot access any of my apps. I want to talk to a customer service rep - I tried and they wanted me to pay a $5 refundable fee. Why do I have to pay? I need to speak to a representative.

John Jefferson Doyon 86,980 Reputation points Independent Advisor

2026-08-18T19:01:15.19+00:00
Hi, @Sherri Moser

To help narrow down the issue:

Please sign in to your Microsoft account under https://account.microsoft.com/services Does your Microsoft 365 subscription show as Active?

On the new computer, open Word or Excel and go to File > Account. What does it show under Product Information?

Where exactly did you get the phone number or page that asked for the $5 fee? Was it from an official Microsoft website?

Click "Add comment" to let me know.

Thanks!
Sherri Moser 0 Reputation points

2026-08-18T19:13:27.51+00:00

My MS 365 Basic account is active. Where is product information on Word?
Sherri Moser 0 Reputation points

2026-08-18T19:21:08.3033333+00:00

I’m in. Thanks.

1 answer

Your answer

John Jefferson Doyon 86,980 Reputation points Independent Advisor

2026-08-18T19:01:15.19+00:00

Hi, @Sherri Moser

To help narrow down the issue:

Please sign in to your Microsoft account under https://account.microsoft.com/services Does your Microsoft 365 subscription show as Active?

On the new computer, open Word or Excel and go to File > Account. What does it show under Product Information?

Where exactly did you get the phone number or page that asked for the $5 fee? Was it from an official Microsoft website?

Click "Add comment" to let me know.

Thanks!
Sherri Moser 0 Reputation points

2026-08-18T19:13:27.51+00:00

My MS 365 Basic account is active. Where is product information on Word?
Sherri Moser 0 Reputation points

2026-08-18T19:21:08.3033333+00:00

I’m in. Thanks.

Answer 1

For Microsoft 365 Personal or Family, Microsoft does not provide a single direct consumer phone number in the context provided. The supported path is to contact support through Microsoft Support and request chat or a callback when available.

Use this path:

Open Contact Microsoft Support.
Select Get Help.
Enter the issue.
Select Contact Support or Sign in to contact support.
Under Products and services, choose Microsoft 365 and Office.
Under Category, choose Manage account subscription or Manage My Subscription.
Select Confirm.
Choose Chat with a support agent in your web browser or request a callback if that option is offered.

If the support flow asks for a payment to reach support, that is not described in the support guidance in the context. Microsoft’s support pages instead direct Microsoft 365 subscribers to Get Help or Contact Support for technical, account, and billing issues.

If the issue is sign-in related, use the Start sign-in helper tool first. Microsoft states that support agents cannot send password reset links or change account details.