Need a callback on a ticket I submitted last week

Microsoft Q&A cannot view or update account-specific support cases, so follow up through the existing request in the Microsoft 365 admin center and request escalation plus a callback there.

Follow up on the existing ticket

1. Sign in to the Microsoft 365 admin center using a business administrator account.
2. Go to Support → View service requests.
3. Open the request submitted last week.
4. Add a note containing:
   • The service remains unusable.
   • The number of affected users and the business impact.
   • The dates and times when a callback is possible, including the time zone.
   • A confirmed telephone number and email address.
   • A request to escalate the existing case because no update or callback has been received.

The Support section is the documented location for viewing existing service requests, and a closely matching unresolved-callback case recommends updating and escalating the existing request rather than opening a duplicate.^1^^2^

Do not post the ticket number or tenant details publicly; provide them only inside the authenticated support channel.

Request another callback

If the existing case does not offer a way to update the contact method:

1. In the admin center, select Help & support at the lower-right.
2. Enter a message such as:
   “Existing Microsoft 365 support case has had no response since last week. Service use is affected. Request escalation and callback; do not create a duplicate case.”
3. Select Contact Support using the headset icon.
4. Choose Phone, verify the contact details, and select Contact me.

The Contact support pane displays the expected wait time for that contact request.^3^ Microsoft does not publish a case-specific resolution estimate there; the assigned support team must provide that after reviewing the case.

Access requirements and alternatives

• These Microsoft 365 business support methods require a business administrator account.^3^
• If the subscription was purchased entirely through a Microsoft partner, contact that partner for support instead.^3^
• If the admin center is inaccessible, use the current regional business-support number listed in Microsoft’s official support guidance. Have the organization’s account details available; phone verification may require a code sent to the email address or phone number registered in the admin center.^3^

References

1. Overview of the Microsoft 365 admin center
2. No access to business account, only user & admin - Microsoft Q&A
3. Get support for Microsoft 365 for business