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The problems that actually recur, written out properly — what it looks like, what to check, and whether it is yours to fix, ours, or Microsoft's. 12 articles, and none of them end with “contact your administrator” without telling you what the administrator is going to do.
If you think someone else is in a mailbox or your files are being encrypted, phone us on +1 (314) 339-4936. A ticket in a queue is the wrong tool for something still in progress.
Mail flow, mailboxes, and deliverability.
Someone is expecting a message that never landed. Work out whether it was never sent, was filtered, or was rejected before you assume the mailbox is broken.
Mail you send is being filtered by the people you send it to. That is almost always authentication: the three DNS records that prove a message really came from your domain.
A shared mailbox lets several people read and reply from one address without paying for another licence or sharing a password.
Sign-in, multi-factor, joiners and leavers, and security incidents.
If you believe someone else is in a mailbox, treat it as in progress rather than finished. Phone us; do not wait on a ticket queue.
The password is right but the second factor is unavailable — a lost phone, a wiped authenticator app, or a number that no longer works.
Change a password you know, or recover one you do not. Where self-service reset is enabled you can do it yourself in a couple of minutes.
When somebody leaves, the goal is to keep everything they created and remove everything they can reach — in that order, and on the day they go.
Personal file sync and file recovery.
The sync icon never reaches a finished state and a file you saved is not showing up elsewhere. Most cases are one bad file, not a broken installation.
Deleted files and previous versions are recoverable for a limited window in both OneDrive and SharePoint — including recovery from ransomware or a bad bulk edit.
Team sites, permissions, and shared document libraries.
Meetings, channels, and access for people outside your organisation.
Open a ticket and describe what happened in your own words. You do not have to diagnose it first — that is our job.
Open a ticketYou still only talk to us. We reproduce it, capture the correlation IDs, raise the case with Microsoft, and report back.
How escalation works