Microsoft 365 Help Help & common questions
Most problems can be narrowed down with these simple checks.
- Check your internet connection. Open a familiar website. If it does not load, reconnect to Wi-Fi or mobile data.
- Check the account. Select your picture or initials in the app. Confirm you are using your own Initech work account.
- Read the exact message. Note the wording, the app and the time it happened. “Access denied” usually needs permission; a password reset will not grant it.
- Try the official web link. Use Open your work apps to avoid an unavailable company shortcut.
- Close and reopen the app. Save your work first. If the menu differs from the guide, check for an app update or ask IT.
- Ask the office or your IT contact. Give the app, device, your work email address, the task and the error. Never send your password, QR registration code or approval number.
Common questions
I received an Authenticator request I did not start
Choose Deny. Do not approve it or share any displayed number. Tell the office or IT contact so they can check your account. You should only approve a request caused by your own sign-in.
I changed or lost my phone
Use another previously registered sign-in method if available. If you cannot sign in, ask IT to help register a replacement phone. Installing Authenticator alone does not reconnect an account. Do not remove your working method before the replacement is set up.
I cannot see a shared mailbox or folder
Confirm the owner has given your work account access. Sign out and back in after they confirm the permission. Shared mailbox access and permission to send from it are separate; tell IT which action fails.
I deleted a file by mistake
Stop making changes to that file's location. In OneDrive on the web, open Recycle bin, select the file and choose Restore if available. For a SharePoint or Teams channel file, use that site's recycle bin or ask the site owner. Work OneDrive items normally remain in the recycle bin for up to 93 days, unless IT changed the retention setting. Restore your OneDrive can roll back the whole drive to a point in the last 30 days, when available. For one item, use the recycle bin or version history.
I need an earlier version of a file
In OneDrive on the web, select the file, open … and choose Version history. Check the version and date before restoring. Coordinate with colleagues, because restoring changes the current shared file.
Can I call a normal telephone number in Teams?
Calls between Teams users use the internet. Calling a normal telephone number needs additional Teams Phone/PSTN services configured by the company. A missing dial pad does not stop you from joining a Teams meeting.
When asking for help, capture the error and menu where possible. Hide client details, passwords and sign-in QR codes.