Cannot chat with support or request call back

MailableSumo5 · Oct 4, 2016

Hi, I am trying to Chat with Microsoft, however the name boxes are greyed out and I cannot type my name in, however without doing this you cant chat or arrange a call back. I have updated my information in the billing section of the account and it still
doesnt work. Anyone managed to get round this issue?

:)

fuzzy13dunlop · Oct 4, 2016

Cannot chat with support or request call back

And I wanted to add, this is after having an Xbox for a week, controller started smoking, I ship everything in for service to include the console for some reason, I get the console and controller back about 10 days later but they did not return my AC adapter/
power cord. And now I cannot log into chat to tell them that I need the cord for the thing to work. Ugh.

xX--Jonathan--Xx · Oct 4, 2016

Cannot chat with support or request call back

This still has not been fixed. Can't enter my first or last name even though it's on my Microsoft account. Really bad I can't get to chat with you because I can't enter my name. Yet it automatically has entered my email...

Mistress Sara · Oct 4, 2016

Hi there,

While I don't know a way around your specific issue, have you tried going to this page (support.xbox.com/contact-us) to get the number for support in your area so
you can call them?

Tormaz · Oct 6, 2016

I've heard of a few people mentioning the same issue with their name being grayed out. If they try it in different browsers it does the same thing. No ideas why it is, but I would suggest contacting Microsoft/Xbox support directly at 1-800-469-9269 or
1-800-4MY-XBOX (if you're in the US). If you're outside of the US you would need the direct call in number for that country.

WPAK · Oct 7, 2016

Hi there,

regarding the fields being greyed out, this is like intended. The fields gather the data from the account profile, which can be edited at
account.microsoft.com/.../name

It will take a couple of hours, but after that you should be able to use the Chat option.

Be sure to check if other information at
https://account.microsoft.com/ is valid too.

Tormaz · Oct 31, 2018

The strange thing is I've had people mention that it's greyed out for them, but when they go to their Microsoft account all of the information is filled out and correct. I'm curious if simply modifying any of the fields and saving it will cause something
to update and make it start working.

Nathan Roberts (Sunk

Hey there, LibertyNoir

I have just tried to request a call back from Xbox Support, and it allowed me to punch in a case number. Where you able to fill in the second part of the online form?

If you was, and the Submit graphic icon was green, then you should have been able to submit the request for a call back.

Sometimes, I have noticed that the site displays the email address, and personal identifiable information. I believe it gathers this information from your Microsoft account, and anything you place on your Microsoft account at:
https://account.live.com

You can try again today to see if it works for you. If it does not let you submit a request for support, please try my method below.

Method 1 - Clearing your browsers cache

You can try clearing your browsers cache and cookies, and clear all of the meta date that is stored onto your computer/device over the time when using your web browser and accessing the Internet. For different browsers, the steps are different, which
is why I have gathered some instructions for you.

Internet Explorer

Open the Internet Explorer app
Please press alt + X
Navigate to Internet options
Under browsing history, please click onto the delete icon to delete your browsing history
Select cookies, download history, temp internet files and folders and any other items you wish to clear from your browser
Then click apply
Restart your Internet Explorer app, and try again

Microsoft Edge

Open Microsoft Edge
Click onto the settings icon (Three dots in a line under the close app icon)
Click onto settings
Scroll down until you get to a setting called "Clear browsing data"
Select the data you wish to clear
Restart Microsoft Edge, and try the support page.

Google Chrome - please use this support article found on their website:
Google Chrome :
Delete Your Cache and Other Browser Data

Firefox - Please use this support article found on the Firefox support community:

How to clear the Firefox cache |
Firefox Help

Hope this helps,

Regards,

TheHunterKills2

Has anyone figured out a work around for this stupidity from Microsoft??. Its been months now I've been trying to claims my free fallout 3 not only doesn't the redeem work correctly. you cannot even #$%#$% contact anyone. Tried all the above with adding
name to billing details. Agree with Teobobby, someone should be fired. No avail from my end. Ludicrous......

fuzzy13dunlop

I've done all of the above and I still cannot get it to chat. Any more suggestions? This is driving me nuts.

Mister Maka

Hey all!

Sorry to hear about the trouble you're having with setting up a call back. To clear this up you'll need to head on over to
account.microsoft.com and make sure all of your personal information is filled out correctly there. Once that's all set up you should be able to access chat and request a call back.

Let us know how it goes

LibertyNoir

Thanks SunkNath, I tried with both Edge and Firefox browsers after having cleared all browser data. I can't attach a screenshot but basically the problem lies at Step 1.

I get:

'Invalid data. Please check your information'.

Step 1. Thank you for signing in

First name*

Greyed out box

Please enter a valid first name

Last name*

Greyed out box

Please enter a valid first name

email address

greyed out box with correct details.

The green box under Step 2 never goes dark green.

All my Microsoft account information is displaying as normal.

Cannot chat with support or request call back