M365 Changelog: (Updated) Pin based verification process for support callers

MC680788 – Updated November 21, 2023: Microsoft has updated this message to reflect that the change impacts administrators only and not end users. Thank you for your feedback.

In 2020, Microsoft added a PIN-based verification step to our existing phone-based verification process, to better protect your organization. If you call support, the Microsoft support representative will send a verification code to your registered email or phone in your Admin Center profile. Provide this code to the support representative to grant them access to your organization’s account.

How this will affect your organization:

This change will be enforced as of November 1, 2023

How this affects your organization:

Starting November 1, 2023, this enhanced verification will be required to open and manage a phone-initiated case with Support. 

What you need to do to prepare:

To help ensure an expedited Support experience, admins with appropriate permissions can update their profile contact information in Admin center->Users->Active users->Admin Name->Manage contact information.

Additional information