I am really having a difficult time getting help with this issue. I'm hoping someone else in the community has had a simiar experience or any insight/suggestions. We are desperate.
We have been unable to access our dynamics account since September 28th, this is gravely impacting our business operations as it contains our entire database of sales customers, leads and prospects. We have used the same URL for the past 5+ years and all of a sudden it now says "our account is disabled" for all of our users. We've tried clearing our cache, temp internet files and using different browsers - nothing is working.
I have been through countless rounds of discussions with partner support, partner billing team, partner technical team and Dynamics CRM support over the last three weeks and I'm getting nowhere.
- Partner Support says it’s a CRM Support issue because all they can do it validated that our Partner account is active/enabled (which it is)
- CRM Support says it’s a Partner Support issue because they can not enable/disable accounts.
I already have an escalated point of contact on the Dynamics CRM Support side (v-9sadix@microsoft.com) who understands the issue very well. He has been fantastic to work with but is unable to help me because our account is disabled. He cannot provide support to a disabled account. He said only Partner Support can get it enabled again
One of the first steps that Partner Support did to attempt to fix this problem was to issue us tokens. This was not the correct action and did not solve our problem. Instead, it only gave us a brand new dynamics account (linked to 365) that is empty it does not have any of our existing data. We don't need, or want, this new dynamics account unless it can be populated with the information from our old dynamics account. CRM Support cannot put our old data in this new account until our old account is enabled.
I cannot keep spending hours on the phone for partner support reps to bounce me around in the same circles. We have been a Microsoft partner for many years. It is not logical that our account cannot be located. Our data should have been being backed up each night, but no one can find our backups either. Someone should be able to run a report showing all customers who have been disabled in the last 3 months, and see us on the list, but apparently they can't.
The most recent action I took was to post a similar thread in the Partner Support Forum. The response that I received was to try posting this message in the Dynamics Forum.
Any advice you might have would be appreciated.