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chat support,

sandra zakrzewski 0 Reputation points
2026-05-08T15:32:26.47+00:00

I was in a chat and the chat went away!!! We where so close to resolving issue I got emailed this case number

[Moderator note: PII removed]), how to get back to this chat? Thanks [Moderator note: PII removed])

Microsoft 365 and Office | Other
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  1. Katerina-N 9,080 Reputation points Microsoft External Staff Moderator
    2026-05-08T20:11:43.28+00:00

    Hello sandra zakrzewski,

    I understand that you're having issue with reconnecting to Microsoft support chat. I will assist you.

    Steps to reconnect to your case:

    1. Go to Microsoft Support contact page Open: https://support.microsoft.com/home/contact
    2. Type in your issue in the box > Get help
    3. Click “Contact Support” (bottom of page)
    4. Sign in with the SAME account you used earlier
    5. Enter a short description like: “Follow up on existing case [Removed PII] – chat got disconnected”
    6. Choose:
      • Product: Microsoft 365
      • Category: (same as before if possible)
    7. Select Chat with a support agent
    8. When the new agent joins, immediately say: “I already have a case number: xxx— can you reopen it?”

    I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

    Best Regards,

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