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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Unable to access Dynamics
Service | Customer Service, Contact Center, Fie...
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Unable to access Dynamics

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Posted on by NR-10020327-0 8
I am unable to access my organisation's CRM dynamics website. It times out and we have all our data inaccessible. 
The service partner has clocked out which used to service our org is no longer servicing and has not added any of our admins as tenants. 
Any support that will enable us to access our data is highly welcome. thx
Categories:
Dynamics 365 Remote Assist
I have the same question (0)
  • Holly Huffman Profile Picture
    Holly Huffman 6,530 Super User 2025 Season 2 on at
    It sounds like the issue you're experiencing could be caused by a variety of factors, which makes it a bit challenging to pinpoint the exact problem.
    Were you able to get things back on track?
     
    Any additional details you can provide would be really helpful in understanding the situation better.
  • NR-10020327-0 Profile Picture
    NR-10020327-0 8 on at
    Hi
    Not really, I don't have further information. I am trying to contact the previous service provider and request to be added as an admin so I could get access to our back-end. 
    It seems impossible at present and I wonder whether there are any other avenues to seek support other than my previous service provider. 
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello NR-10020327-0,
     

    This is a critical situation, and regaining access to your Dynamics 365 data is paramount. Since your previous service partner is no longer available and hasn't granted you tenant admin access, you'll need to work directly with Microsoft. Here's a breakdown of the steps you should take:

    1. Contact Microsoft Support Immediately:

    • Find the Right Contact: Go to the Microsoft Support website and look for Dynamics 365 support. There should be contact options (phone, email, or online chat). Explain the urgency of the situation.

    • Be Prepared: Have as much information as possible about your Dynamics 365 instance:

      • Your organization's name

      • The Dynamics 365 URL (even if it's timing out)

      • Any contact information you have for the previous service partner (even if they're unresponsive)

      • Any documentation related to your Dynamics 365 subscription

      • The approximate date when you last had access  

    2. Explain the Situation Clearly and Calmly:

    • Emphasize the Urgency: Make it clear that this is a business-critical issue and your data is inaccessible.

    • Explain the Service Partner Situation: Clearly explain that your previous partner is no longer servicing your organization and has not provided you with tenant admin access.

    • Provide Proof of Ownership: Microsoft will likely ask for proof that you own or have the right to access the Dynamics 365 instance. This might include:

      • Invoices or receipts related to your Dynamics 365 subscription

      • Contractual agreements

      • Any communication from Microsoft regarding your subscription  

    3. Tenant Admin Access is Key:

    • Focus on Gaining Admin Access: The primary goal is to get tenant admin access to your Dynamics 365 environment. This will allow you to manage users, reset passwords, and regain control.

    • Microsoft's Process: Microsoft has a process for handling situations where a partner is no longer involved. They will likely need to verify your identity and ownership before granting you admin access.

    4. Data Recovery (If Necessary):

    • Discuss Data Recovery Options: If there are concerns about data loss or corruption, discuss data recovery options with Microsoft Support. They might have tools or processes to help restore your data.

    5. Legal Considerations (If Necessary):


    • Consult Legal Counsel: If you have any legal agreements with the previous service partner, consult with legal counsel to understand your rights and options.

    6. Documentation:

    • Keep Detailed Records: Keep detailed records of all communication with Microsoft Support, including case numbers, names of support representatives, and any instructions they provide.

    7. Alternative Contact Methods (If Initial Contact Fails):

    • Escalation: If you don't get a timely response from initial support channels, try escalating the issue. Look for contact information for higher-level support or management.

    • Social Media: In some cases, reaching out through social media (e.g., Twitter) to Microsoft Support can be effective, but this should be used as a last resort.

    Key Takeaways:

    • Act Immediately: The faster you contact Microsoft, the faster they can help you regain access.

    • Be Prepared: Gather all relevant information about your Dynamics 365 instance and your organization.

    • Focus on Admin Access: Getting tenant admin access is the most crucial step.

    • Document Everything: Keep detailed records of all communication.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Best Regards,
    Daivat Vartak

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