My Microsoft 365 account comes up with Error Code 500; I have spent hours on hold for Microsoft, but noone picks up. How can I get the 'lock" undone? Anyone have a contact or phone number?

Question

My Microsoft 365 account comes up with Error Code 500; I have spent hours on hold for Microsoft, but noone picks up. How can I get the 'lock" undone? Anyone have a contact or phone number?

AdamZ 0

Yesterday morning, suddenly access to my Microsoft 365 account stopped working. The error code comes up with Error 500. I have had two different computer guys try to get me back on line, without success. I use this account for business. I have spent a total of 5.5 hrs on the phone (on hold) for Microsoft, without anyone picking up. Does anyone have a work around the error code to be able to sign in? Or a direct number that someone from Microsoft will actually pick up on?

Thanks,

AZ

Stefan Blom 324K Reputation points MVP Volunteer Moderator

2025-10-12T18:18:23.9833333+00:00

Is this a business subscription? For business support, you should be able to get in touch with Microsoft by telephone. See https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 .
Chris Duong 5,245 Reputation points Microsoft External Staff Moderator

2025-10-13T17:34:15.5166667+00:00

Hi @AdamZ,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.
Chris Duong 5,245 Reputation points Microsoft External Staff Moderator

2025-10-15T17:43:31.71+00:00

Hi @AdamZ,

I hope you're having a good day so far.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.

1 answer

Your answer

Stefan Blom 324K Reputation points MVP Volunteer Moderator

2025-10-12T18:18:23.9833333+00:00

Is this a business subscription? For business support, you should be able to get in touch with Microsoft by telephone. See https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 .
Chris Duong 5,245 Reputation points Microsoft External Staff Moderator

2025-10-13T17:34:15.5166667+00:00

Hi @AdamZ,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.
Chris Duong 5,245 Reputation points Microsoft External Staff Moderator

2025-10-15T17:43:31.71+00:00

Hi @AdamZ,

I hope you're having a good day so far.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.

Answer 1

Hi @AdamZ,

Welcome to Microsoft Q&A forum.

I sincerely apologize for the inconvenience caused by the Error 500 and the extended wait times you've encountered while trying to reach support. This is certainly not the experience we want for our customers.

To understand the situation and be able to offer you relevant suggestions, we would need a little more information from you. Kindly help us in providing the following information.

1/ Check your subscription

May I double confirm that you checked with Admin if yours account still has License?

To check this kindly sing into https://admin.microsoft.com/ with Admin credentials

Choose Active User under Users
Click on your username
Choose Licenses and apps
Expand Apps

Make sure that Exchange Online (Plan1 or 2) is selected. If your account has License kindly uncheck it and reapply it then wait the sync period to see if it will make any difference.

If you don't have Admin privilege, kindly contact your organization Admin to check above for you.

You may also refer to Getting a mailbox not found error in Outlook on the web - Microsoft 365 admin | Microsoft Learn.

2/ Clear cookies and cache

After performing license checks or role adjustments, it’s also important to clear your browser cache, as outdated session data may interfere with updates.

User's image

3/ Manage roles of users

If your user account is assigned too many admin roles, it may cause unexpected behavior. To check this:

In the Admin Center, go to Users > Active users.
Click your username > scroll to Roles > click Manage roles.
Remove all roles except Global Administrator, if applicable.
Click Save changes and try accessing again after clearing your browser cache.

4/ Recreate Outlook Profile (if using desktop app)
If the issue persists across browsers and devices, try recreating the Outlook profile.

Open Control Panel > Mail > Show Profiles
Create a new profile and set it as default
This can help bypass corrupted profile settings

5/ Use InPrivate/Incognito mode to rule out any browser extensions interfering with the login process.

6/ Contact Microsoft Support

If the issue still present, you may also (use admin account to) go to Office 365 Admin Center-> Support-> New Service Request. The support engineers there have the correct escalation channel, and this is the most efficient way to report such issue. You can refer to this article to check the way how to raise a ticket: Ways to contact support for business products - Admin help. The engineers in related team have higher permission and resources than us to help check the root cause from background directly.

We look forward to your response. Kindly note that the above requested information is required for further analysis and troubleshooting of your situation. Your patience and cooperation are much appreciated. Have a nice day.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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My Microsoft 365 account comes up with Error Code 500; I have spent hours on hold for Microsoft, but noone picks up. How can I get the 'lock" undone? Anyone have a contact or phone number?

1 answer

Your answer