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80 posts

Master Geek
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Topic # 127176 1-Aug-2013 15:29
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here is the problem
nearly 3 weeks ago we had a IT company organise a office 365 licence for us.
for some reason they will not tell us what the password for the office 365 website is.

So last week i contacted microsoft support about getting the password reset. I spoke to a microsoft support person that afternoon, which involved them sending us an email, which i replied to. I finished the conversation with the impression that it would be all sorted by the next day.
A week later i got this response for microsoft support.

I apologize for delay in response.As per our records, since you are not the global administrator in the organization we cannot reset the password for xxxx@xxxx.onmicrosoft.com due to security reasons . Hence I would request you to contact your global administrator for further assistance.

The only problem is, that no one in the office knows who the global administrator is, as we have never been on the website, as we do not know, what the password is.
So I asked microsoft who the global administrator was. there response

Unfortunately I cannot disclose you who is the global administrator in your organization due to certain policies.

as you can see microsoft no-support was no help at all.
we are now back to square one with no access to web site.
Does anybody know what we can do next ?

Greg

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xpd

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  Reply # 870068 1-Aug-2013 15:34
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The company who set it up for you obviously set themselves up as the Global Admin.

Think youre kinda stuck until the IT company gives you the details....




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  Reply # 870070 1-Aug-2013 15:37
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The support is not useless. They are doing the right thing. The IT company that you decided to contract with is the one you need to contact.




Do whatever you want to do man.

  

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  Reply # 870079 1-Aug-2013 15:45
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Why do you want the Admin password?  Each user can login to portal.microsoftonline.com with their own e-mail address and password to see their own mail etc.

The company who set it up probably don't want users fiddling around as Admin and farking things up.  I agree with that stance.

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  Reply # 870091 1-Aug-2013 15:56
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I'm not sure whether you are saying that you can't access email and other Office365 functionality on a per user basis, or whether there is some reason that you need to have access to the global administrator account.

I'm guessing that the company who set up Office365 for you may well be "reselling" the Office365 service to you, in which case yes they would want to retain control of the global administrator account and Microsoft are doing the right thing here in refusing to provide that information.

In either scenario, I think the answer is go and speak with the company who did the implementation for you.

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  Reply # 870092 1-Aug-2013 15:57
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It sounds like the IT firm haven't worked very well with you to setup and configure your Office 365 subscription. How many accounts do you have setup against your subscription?

Many IT firms are creating a global admin that they keep so as to administer the service in addition to the user accounts that you and other staff would use to access services such as email.

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  Reply # 870096 1-Aug-2013 16:02
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What would happens if the IT company went out of business or has disappeared. Surely Microsoft has something that the user can sign to get authorisation.

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  Reply # 870097 1-Aug-2013 16:04
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nzrock: here is the problem
nearly 3 weeks ago we had a IT company organise a office 365 licence for us.
for some reason they will not tell us what the password for the office 365 website is.

So last week i contacted microsoft support about getting the password reset.
...

Greg


This is a problem between your organisation and the IT company that you engaged.

So why diss Microsoft for doing what they say they will do to keep the account secure? You should be thankful that Microsoft aren't resetting passwords outside the contract terms. If they did then I would not be renewing my Office365 subscription.



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  Reply # 870102 1-Aug-2013 16:14
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Maybe you should contact the person who set it up for you ? (just a thought)

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  Reply # 870104 1-Aug-2013 16:16
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Hammerer:
nzrock: here is the problem
nearly 3 weeks ago we had a IT company organise a office 365 licence for us.
for some reason they will not tell us what the password for the office 365 website is.

So last week i contacted microsoft support about getting the password reset.
...

Greg


This is a problem between your organisation and the IT company that you engaged.

So why diss Microsoft for doing what they say they will do to keep the account secure? You should be thankful that Microsoft aren't resetting passwords outside the contract terms. If they did then I would not be renewing my Office365 subscription.




Wouldn't it depend on who the contract is with. It sounds like there is a direct contract between the organisation and microsoft, eg the organisation is paying microsoft for the service and the IT company only set it up for them. Or are the IT company a reseller of microsft, and billing the organisation directly, in which case I would agree with you. It sounds like the problem is more of a security one, rather than a contractual one.

It however doesn't sound like the best support for microsoft if it took them a week to get back to the organisation. But if the IT company was a reseller, you probably shouldn't be contacting microsoft at all, you should be contacting the IT company for support. Surely MS would forward your problems onto their reseller to solve?

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  Reply # 870125 1-Aug-2013 16:40
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mattwnz: What would happens if the IT company went out of business or has disappeared. Surely Microsoft has something that the user can sign to get authorisation.


I'm sure given the right evidence they would be able to assist, but in this scenario I think they have done the right thing.

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  Reply # 870142 1-Aug-2013 16:52
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mattwnz:
Hammerer:
nzrock: here is the problem
nearly 3 weeks ago we had a IT company organise a office 365 licence for us.
for some reason they will not tell us what the password for the office 365 website is.

So last week i contacted microsoft support about getting the password reset.
...

Greg


This is a problem between your organisation and the IT company that you engaged.

So why diss Microsoft for doing what they say they will do to keep the account secure? You should be thankful that Microsoft aren't resetting passwords outside the contract terms. If they did then I would not be renewing my Office365 subscription.




Wouldn't it depend on who the contract is with. It sounds like there is a direct contract between the organisation and microsoft, eg the organisation is paying microsoft for the service and the IT company only set it up for them. Or are the IT company a reseller of microsft, and billing the organisation directly, in which case I would agree with you. It sounds like the problem is more of a security one, rather than a contractual one.

It however doesn't sound like the best support for microsoft if it took them a week to get back to the organisation. But if the IT company was a reseller, you probably shouldn't be contacting microsoft at all, you should be contacting the IT company for support. Surely MS would forward your problems onto their reseller to solve?


In the context of the original post, I was talking about the contract with Microsoft which includes the Microsoft Office365 Terms and Conditions and related documents, of which there are many.




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  Reply # 871794 5-Aug-2013 06:58
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I would like to clarify a few things from the above posts.

Why do you want the Admin password?  Each user can login to portal.microsoftonline.com with their own e-mail address and password to see their own mail etc.The company who set it up probably don't want users fiddling around as Admin and farking things up.  I agree with that stance.

we only have one login, we have never been given the password for it. The IT company was only acting as an agent. to put it another way, would you buy a computer form noel lemmings, dick smiths or any other outlet, that was setup by the store with a password,  so that you could not install/uninstall any software without one of there service agents coming out to do it for you. ?

I'm not sure whether you are saying that you can't access email and other Office365 functionality on a per user basis, or whether there is some reason that you need to have access to the global administrator account. I'm guessing that the company who set upOffice365 for you may well be "reselling" the Office365 service to you,in which case yes they would want to retain control of the global administrator account and Microsoft are doing the right thing here in refusing to provide that information. In either scenario, I think the answer is go and speak with the company who did the implementation for you.

first off we do not have any access at all.
secondly we were the ones that are paying for the office 365 subscription, the IT company is only the go between.
thirdly, we have been trying for over 3 weeks to get the password, with the IT company mostly ignoring us, or saying we will email it to you & never doing so.

It sounds like the IT firm haven't worked very well with you to setup and configure your Office 365 subscription. How many accounts do you have setup against your subscription? ManyIT firms are creating a global admin that they keep so as to administerthe service in addition to the user accounts that you and other staff would use to access services such as email.

see above

What would happens if the IT company went out of business orhas disappeared. Surely Microsoft has something that the user can sign to get authorisation.

You would think so.
If we had gone to a shop & brought a boxed copy of office we would not be in the situation we are in now.


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  Reply # 871795 5-Aug-2013 07:29
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sounds like a scam from the IT company.
Legal action may be in order.
Is the IT company reputable??




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  Reply # 872257 5-Aug-2013 18:58
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nzrock: 

I'm not sure whether you are saying that you can't access email and other Office365 functionality on a per user basis, or whether there is some reason that you need to have access to the global administrator account. I'm guessing that the company who set upOffice365 for you may well be "reselling" the Office365 service to you,in which case yes they would want to retain control of the global administrator account and Microsoft are doing the right thing here in refusing to provide that information. In either scenario, I think the answer is go and speak with the company who did the implementation for you.

first off we do not have any access at all.
secondly we were the ones that are paying for the office 365 subscription, the IT company is only the go between.
thirdly, we have been trying for over 3 weeks to get the password, with the IT company mostly ignoring us, or saying we will email it to you & never doing so.



The reseller/partner arrangement for Office 365 is supposed to be you pay Microsoft, optionally you have a partner of record specified and they get a commission from Microsoft for doing the sales work.

You should have the admin user rights/access, seems like a dodgy setup imo.

3 weeks, probably time to threaten to get a lawyer involved...




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  Reply # 872368 5-Aug-2013 20:58
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I think you need to escalate it with Microsoft New Zealand. Surely they have a standard that their resellers must meet, and surely they could contact the reseller to help you sort it out. It appears that as you are paying MS directly, they really should be the ones who are helping you sort this, or at least they should be contacting their reseller to find out what is going on, or shift the admin to the bill payers own control. 
Otherwise, you always could ask to cancel it, and see what Microsoft do then. Whether they have a retentions team, who will then help you, as their number one priority you would think was to make money, and it doesn't look good for their cloud services for you to have these sorts of problems.

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