How can I re-open a closed service request that was unfinished?

Aaron Treiber 0 Reputation points
2026-10-02T03:17:22.36+00:00

I had a service request related to the Microsoft Defender windows application's inability to log in with my Microsoft Account (I am subscribed to Microsoft 365 Family, I am able to log into https://mydefender.microsoft.com/ successfully, and the browser version recognizes that my computer is protected).

The service troubleshooting led to a repair installation. Upon the successful completion of that repair installation, the Microsoft Defender windows application continued to present the 'Can't log into Microsoft Defender' pop-up.

The transcript included a link provided by the support contact, to https://support.microsoft.com/contactus with the claim that following that link would quickly connect me to a live agent. Instead, this link directs us back to the endless cycle of troubleshooting guides, with no path to present my case # to either the AI guide or a live agent. How do I present my case # to either a live agent or email account?

Microsoft 365 and Office | Microsoft 365 Defender | For home | Windows
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  1. Alexandr S 106.7K Reputation points Independent Advisor
    2026-10-02T07:23:43.1133333+00:00

    Hello, Aaron Treiber.

    You can contact the support agent now only through the GetHelp app.:

    GetHelp

    Launch this application. In the search bar, type (without quotes) "agent support" and press Enter or click on Get Help. Ignore the search results, and click on the "Contact Support" button at the bottom. On the next page, select "Microsoft 365 and Office" and "Technical Support" from the drop-down lists, and then click on "Confirm". Next, select the chat "Chat with a support agent in your web browser" and on the next page enter your email address and click on "Confirm". A chat window will open in a new browser tab (if necessary, log in to your MS profile). Wait for the operator to respond.

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  2. Aaron Treiber 0 Reputation points
    2026-10-02T03:54:11.22+00:00

    The issue is with Microsoft Defender specifically. All other applications have successfully allowed me to log on with my microsoft account. How do I reach the 'Get Help in Windows' option? Every description I provide to the 'We're here to help

    Tell us your problem so we can get you the right help and support' prompt leads me to the 'sign-in helper' path. I do not believe I should have to reset my password for this log-in issue, as the Microsoft Defender application does not allow me to enter a password for my microsoft account in the first place.

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  3. AI answer

    2026-10-02T03:17:38.4066667+00:00

    A closed service request cannot be reopened through this forum flow. The supported path is to contact Microsoft Support again and provide the previous service request number to the support agent.

    For a Microsoft account or Microsoft 365 Family scenario, use one of these paths:

    1. Start with the Microsoft account sign-in helper if the issue is related to account sign-in.
      • Use Start sign-in helper.
      • The tool checks the account details entered and guides the next steps.
    2. If the issue is with the Defender app or Microsoft 365 support, use Get Help on the web or Get Help in Windows.
      • Describe the issue.
      • If self-help does not resolve it, select Contact Support when offered.
      • Choose the product/service and support category, then confirm.
      • Select either:
        • Chat with a support agent in your web browser, or
        • Provide your phone number and a support agent will call you
    3. When connected to the agent, provide the existing case number and explain that the prior troubleshooting ended before resolution.
      • Similar support guidance indicates that reconnecting to a previous request is done by contacting support again and quoting the previous service request number.

    For Microsoft Defender support in the Defender portal, opening a support request requires an organizational admin role and Defender for Endpoint licensing. That path does not match a Microsoft 365 Family consumer scenario.

    Availability of chat or callback options depends on hours of operation, product, scenario, and subscription.

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

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