Unable to contact Credential Support or open a credential support ticket because of a login issue

Submit the legal-name request through the Credentials Support entry point after signing in to the correct Engage Center tenant; the eight-digit Authenticator value is not the six-digit MFA code requested by that sign-in page.

Access Credentials Support

1. Open the official Credentials Support request.
2. If Engage Center displays a tenant or access page, use the branch matching your account: If you use a personal Microsoft account
   • Select Sign in to Microsoft’s tenant for Personal Users or Login to personal tenant.
   • On the second welcome screen, select Login Engage Center.
   • Open the Credentials Support request again. Microsoft documents this personal-account sign-in sequence, although native personal-account access is being retired, so the option may not remain available indefinitely.^1^
   If you use a work or school account
   • Sign in with that organizational identity.
   • If No Access appears or the wrong directory opens, select Switch tenants. Alternatively, select your profile at the upper right and then Switch directory.
   • Select the tenant associated with your support access.^2^
3. In the request form, select:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Types of Support: Professional No Charge
   • Preferred contact method: Email
4. Describe the legal-name correction, provide your Learn username, and attach screenshots of the legal-name review message and the sign-in problem. After submission, the case number should appear onscreen and arrive from [Email]; check the junk folder if necessary.^3^

Credentials Support is the documented route when Learn Settings says that a legal-name change requires further review.^3^

Handle the Authenticator prompt correctly

Do not shorten or otherwise modify the eight-digit value. A standard Authenticator MFA verification-code prompt expects a dynamically generated six-digit code.^4^

At the sign-in screen:

1. Select Sign in another way or the equivalent option, if shown.
2. Use another previously registered method, such as SMS or a security key.
3. If Authenticator was previously configured on another phone, check that device—the push request may still be sent to the device where Authenticator was last used.^5^

If there is no alternative method, try these non-destructive checks:

• Open Authenticator and refresh the relevant account.
• Enable Authenticator notifications in the phone settings.
• Set the phone’s date and time to automatic.
• Update Authenticator.
• Switch between Wi-Fi and mobile data and temporarily disconnect any VPN.^6^

Avoid removing the account from Authenticator unless another recovery method works or an administrator can reset MFA; otherwise, access could become more difficult.

If Engage Center still prevents ticket creation

While signed in to Engage Center:

1. Select the question-mark icon at the top.
2. Open Engage Center Help.
3. Under How can we help?, request assistance with the Engage Center sign-in/access failure.
4. Include screenshots and explain that the portal failure prevents creation of a Microsoft Credentials legal-name ticket.

This channel handles Engage Center platform and access problems by email.^7^

For a work or school account, contact the organization’s IT administrator if no usable MFA method remains; the administrator may need to clear or re-register the authentication methods. For a personal Microsoft account, use Microsoft account support because an organizational administrator cannot reset it.

References

1. Microsoft account (MSA) users in Microsoft Engage Center
2. Guest users in Microsoft Engage Center
3. Credentials support
4. What is: Multifactor Authentication | Microsoft Support
5. Microsoft Authenticator FAQs | Microsoft Support
6. Troubleshoot problems with Microsoft Authenticator | Microsoft Support
7. Microsoft Engage Center help