Step 2 – Computer Support Assistance
Author: Kim Dallefeld, MVP, MCT, MCP
I’ve managed my own Microsoft 365 tenant for years, with just my email assigned — making me the sole Global Admin and only user. Everything worked flawlessly until the day, when I apparently changed my password. I must have mistyped a character, because I couldn’t sign in afterward. I tried so many times that I ended up locking the account.
And here’s the catch: when you’re the only admin and you’re locked out, how do you sign in to unlock the account? You can’t.
I reached out to colleagues for support numbers and found a few online, but none of them helped. I scoured the internet for solutions, but every answer pointed to a link that required me to sign in — which, of course, I couldn’t do.
Then I had the idea to try Copilot. It gave me solid answers — very similar to what I’d already found online — and I tried them all. Each time, I’d report back to Copilot that the instructions didn’t work or required sign-in. To Copilot’s credit, it kept adapting and suggesting new options. After three or four rounds, it finally gave me a phone number.
I called. The automated system took my information, created a case number… and again, after nearly an hour on two calls, both were disconnected right after the case ID was issued.
I asked Copilot, “Is there any way to talk to a support agent who isn’t a computer?” It gave me the same number. I explained that the number didn’t connect me to a person, so Copilot offered a web link to create a support request — but the instructions didn’t match the site.
Then came the breakthrough.
Copilot suggested a workaround: create a new Microsoft 365 tenant using a free trial, complete the setup, and access the Admin Center from there. Once inside, I could submit a support ticket. Within 10–15 minutes, a real support agent was assigned to my case.
Talk about feeling validated! As a consultant, I often guide Business Central clients through workarounds — clever steps that get the system to do what we need it to. Copilot gave me exactly that: a workaround that worked.