Restart a live chat session under case #[Moderator Note: Personal Info Removed]

Hi @John Scott

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I understand how frustrating this situation must be, especially after spending over an hour being redirected through the support pages without being able to reconnect with a support agent.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

To start a new chat and request assistance with the existing case, please follow these steps:

• Go to https://support.microsoft.com/contactus.
• Select Show expanded list of products.
• Choose Office > Get Home support.
• Type live chat in the search box, then select Get Help > Contact Support.
• If you cannot sign in to the affected account, you may use a different Microsoft account to access the available support options.
• Ask our Support Assistant > Type "Talk to live chat agent" > Contact Support
• Under Products & Services, select Microsoft 365 and Office > Billing and Account Profile Question.
• Choose Chat with a support agent via web browser.

Once connected, provide the existing case number privately to the support agent and explain that the previous live chat session was interrupted. The agent can then check the case history and advise whether the previous conversation can be continued.

Thank you for your understanding.