telepone support for people who are marginalised and digitla exclued with dyslexia

Here’s a clear solution you could send to Microsoft.

Suggested solution for Microsoft

Microsoft needs to stop treating disability support as another online maze. For people with dyslexia, dyspraxia, memory-processing difficulties or other cognitive differences, the solution is not more links, more pages, and more instructions.

The solution is simple:

Put a clear “Speak to a person” option at the very start of the support process.

That option should be easy to find, not hidden behind multiple pages, menus, forms, or troubleshooting guides.

Staff on that line should be properly trained in conditions such as dyslexia, dyspraxia, ADHD, autism and memory-processing difficulties. They need to understand that some customers cannot manage long written instructions, multiple steps, repeated codes, timed processes, or pages of technical guidance.

This is not about being unwilling to try. It is about the support system being designed in a way that excludes people before they can even get help.

What Microsoft should do

Provide disability-awareness training

Train support staff properly on dyslexia, dyspraxia and other neurodiverse conditions, especially around working memory, processing speed, sequencing difficulties and information overload.

Put human help at the front

Add a clear button saying: “Need help because of a disability? Speak to a person.”

Stop forcing people through long online routes first

Do not require disabled customers to read pages of guidance before they can request a call.

Offer a simple telephone support route

Customers with accessibility needs should be able to request a call without navigating a digital obstacle course.

Use plain English

Avoid long technical explanations, jargon, dense paragraphs and unnecessary links.

Break instructions into small steps

Use short numbered steps, with one action per line.

Offer a “read this aloud” option

Pages should have easy text-to-speech support, not just written information.

Avoid too many links

A page full of links is overwhelming. Give one clear next step, not ten possible routes.

Make pages visually calmer

Use larger text, more spacing, clear headings, and avoid cluttered layouts.

1. Allow extra time

Do not rely on short timed codes or rushed verification processes where possible. These are difficult for people who process information more slowly.

1. Provide a summary box

At the top of each page, include: “What this page is for” and “What to do next.”

1. Let customers choose their support method

Options should include phone, email, live chat, and assisted call-back — not just self-service articles.

Short version

**Microsoft should train its staff properly on dyslexia, dyspraxia and other disabilities, and put a clear route to human support at the very start of the process. The website should be designed for people who struggle with long written information, not built like a reading endurance test. Accessibility should mean getting help more easily, not being sent through more links before you are allowed to speak to someone.**Thought for a second

Suggested solution for Microsoft

Microsoft needs to stop treating disability support as another online maze. For people with dyslexia, dyspraxia, memory-processing difficulties or other cognitive differences, the solution is not more links, more pages, and more instructions.

The solution is simple:

Put a clear “Speak to a person” option at the very start of the support process.

That option should be easy to find, not hidden behind multiple pages, menus, forms, or troubleshooting guides.

Staff on that line should be properly trained in conditions such as dyslexia, dyspraxia, ADHD, autism and memory-processing difficulties. They need to understand that some customers cannot manage long written instructions, multiple steps, repeated codes, timed processes, or pages of technical guidance.

This is not about being unwilling to try. It is about the support system being designed in a way that excludes people before they can even get help.

Hi, fiona savage

I’m sorry you’re having to deal with this. If the account still works on the Surface Go but not on the new laptop, it sounds less like the account is gone and more like the new device is failing during sign-in, OneDrive setup, verification, or account linking.

Here are some suggestions you can try:

Use the Surface Go, since that device still works, and go to Contact Support page. Choose Microsoft 365 or OneDrive, describe the issue as “cannot sign in to Microsoft 365 or OneDrive on new laptop,” then choose Contact Support or request a call back if offered. Callback may be available after using Get Help.

Because you mentioned dyslexia and difficulty using written online support, it is recommended that you also contact Microsoft’s Disability Answer Desk. They are specifically intended for customers with disabilities or accessibility-related support needs, and they can help route you more appropriately.

On the new laptop, also check that you are signing in with the exact same Microsoft account used on the Surface Go. If possible, test signing in at OneDrive.com first. If the website works but the app does not, reinstall or update OneDrive and then sign in again.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.   

Thank you for your patience in reading, I hope this information has been helpful to you. 

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