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Important
Microsoft Teams is designed for all kinds of groups. Get started for free or get Teams as part of Microsoft 365. Description Office 365 allows you to access Microsoft Word, Excel, PowerPoint, OneNote, OneDrive, Teams and Outlook from any device, anywhere. UCSF's Office 365 tenant is HIPAA-compliant and all files containing PHI are encrypted.
You must be an admin for a business subscription to use these support methods. If you're not a business admin, please use this support page.
Start by checking the current health of your services. You can view detailed information about current and past issues on the Service health dashboard. If you're experiencing an issue that isn't listed, you can get support in one of the following ways:
Online support
Save time by starting your service request online. We'll help you find a solution or connect you to technical support.
Go to the admin center at https://admin.microsoft.com. If you get a message that says you don't have permission to access this page or perform this action, then you aren't an admin. Who has admin permissions in my business?
Select the Need help? button.
In the Need help? pane, tell us what you need help with, and then press Enter.
If the results don't help, select Contact support.
Enter a description of your issue, confirm your contact number and email address, select your preferred contact method, and then select Contact me. The expected wait time is indicated in the Need help? pane.
Phone support
Billing support is provided in English from 9 AM-5 PM (9 AM-6 PM in Australia), Monday-Friday.
Technical support is provided in English 24 hours a day, 7 days a week.
Admins, have your account details ready when you call.
Note
To better protect your organization, we added a PIN-based verification step to our existing phone-based verification process. If you contact us from a number that isn't registered with your organization profile, the Microsoft support representative sends a verification code to the registered email or phone number in your Microsoft 365 admin center profile. You must provide this code to the support representative to grant them access to your organization’s account.
In the United States, call 1 800 865 9408.
In Australia, call 1 800 197 503.
In Canada, call 1 800 865 9408.
In the United Kingdom, call 0800 032 6417.
If your support phone number isn't listed above, use the drop-down menu below to find the number for your country or region.
- Select your country or region
With every subscription of Office 365 operated by 21Vianet, 21Vianet support provides technical, pre-sales, billing and subscription support. Support is available both online through the Office 365 operated by 21Vianet portal, and by telephone for both paid and trial subscriptions.
Authorized administrators can use the Office 365 operated by 21Vianet portal to submit service requests online and access support telephone numbers. For instructions, see Contact support.
The Office 365 operated by 21Vianet technical support team troubleshoots only those issues that are related to Office 365 operated by 21Vianet. Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must work with their networking team for assistance.
Community and self-service support options
Self-service support is available for all Office 365 operated by 21Vianet users, and includes troubleshooting tools and videos, help articles and videos, as well as forums and wikis in the Office 365 community. For more self-help resources, see Learn about Office 365 operated by 21Vianet.
Pre-sales support
Pre-sales support for Office 365 operated by 21Vianet provides assistance on subscription features and benefits, plan comparisons, pricing and licensing, and helps to identify the right solution to meet your business needs. In addition, pre-sales support can help you find a Partner, and purchase and sign up for a trial. You can call during local business hours, Monday through Friday. Pre-sales support can be accessed using the same phone number as with technical support. For instructions, see Contact support.
Billing and subscription management support
Assistance for billing and subscription management issues is available online or by telephone during China business hours (Beijing Time), Monday through Friday. Billing and subscription management support can be accessed using the same phone number and online service request process as with technical support. The support telephone number can be found on the Office 365 operated by 21Vianet portal. For instructions, see Contact support.
Here are some examples of billing and subscription management issues:
Signing up for a trial or purchasing a subscription
Converting from a trial subscription to a paid subscription
Understanding the bill
Renewing a subscription
Adding or removing licenses
Canceling a paid subscription
Technical support
Technical support for Office 365 operated by 21Vianet subscriptions provides assistance with basic installation, setup, and general technical usage. Some examples of these issues are listed in the following table.
| Support category | Examples |
|---|---|
| Installation and setup | Exchange Online
|
| Configuration | Service configuration issues
|
Note
You can learn how to contact technical support here: Contact support.Technical support does not include troubleshooting third-party services or add-ins. Learn about finding answers from other customers in the Community.
Office 365 Teams Calendar
Technical support case handling
21Vianet assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.
Office 356 Teams Login
| Severity level | Operations and support description | Examples |
|---|---|---|
| Sev A (Critical) | One or more services aren't accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. |
|
| Sev B (High) | The service is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected. |
|
| Sev C (Non-critical) | The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists. |
|
Technical support initial response times
Initial response time is based on the severity levels described above. 21Vianet customer service team follow up with investigation and customer communication in reasonable rhythm according to severity levels. 21Vianet also expect customer to collaborate at reasonable level accordingly.
| Security level 1 | 21Vianet customer support team Initial response | Customer responsibility |
|---|---|---|
| Sev A 2 (Critical) | Initial Response: 1 hour or less; Follow up: continues effort until problem resolution. | Provide solid business impact statement (see the severity A description and examples above); Allocate resource to ensure continues collaboration with 21Vianet customer support agent for the joint investigation and necessary communication; Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev B (High) | Initial Response: 1 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
| Sev C (Medium) | Initial Response: 3 business day or less. | Provide accurate contact information and ensure reliable communication throughout the service request lifecycle. |
1 If the customer cannot provide required resource or make response for collaboration with 21Vianet customer support agent investigation in reasonable time, 21Vianet support team may lower down the severity level of a service request.
2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Severity A is available only for technical support. For billing and subscription management support, the highest severity level is B.
Technical support working hours
Severity A: 24*7 continuous service
Severity B/C: 9:00 ~24:00 (Beijing Time) a day, 365 days.
Contact support
Note
Assisted support options are for admins of Office 365 subscribed organizations only. If you use Office 365 but you're not an admin, you can still get support in the community forums, or by contacting your admin.
Open an online request
Save time by starting your service request online. In the Microsoft 365 admin center, choose Support > New service request.
Call support
Call support. If you encounter any problem with online request, phone support is available at (86) 400-089-0365.
Shared support responsibilities
21Vianet understands that receiving timely technical support from qualified professionals is a key aspect of cloud services. Equally important is the critical role that the customer's IT department plays in the support of its users.
Administrator roles and responsibilities
People with administrator roles are the only ones in the customer's organization authorized to access the Admin section of the Office 365 operated by 21Vianet portal and to communicate directly with 21Vianet about Office 365 service requests.
With Office 365 you can designate several types of administrators who serve different functions. This service description uses the generic title administrator to refer to all categories of administrators. For more information about the types of administrator roles, see Assign admin roles in Microsoft 365 for business.
The administrator is:
Responsible for service administration and account maintenance.
The primary contact that sets up and supports each service user.
Authorized to submit service requests to 21Vianet.
The administrator's role is to:
Provide user account setup and configuration to allow users access to the services.
Address client connectivity, client software, and mobility installation issues.
Address service availability issues within the customer's organizational span of control.
Use self-service support resources to resolve support issues.
The administrator is expected to provide initial assistance for the customer's users. However, if the administrator is unable to resolve issues with the help of self-service support resources, he or she should Contact support.
21Vianet support role
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21Vianet's support role is to:
Troubleshoot and provide technical guidance for customer issues and escalations.
Gather and validate information related to specific service requests.
Provide issue coordination and resolution management.
Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis.
Provide assistance with licensing, invoicing, and subscription inquiries.
Provide assistance with purchasing and trial inquiries.
Continually gather customer feedback on how to improve the service through surveys.
Office 365 Teams Training
Feature availability
To view feature availability across Office 365 plans, see Office 365 Service Description
Follow us on WeChat
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This article applies to customers of Office 365 Germany, which has domains ending onmicrosoft.de. For more information, see Learn about Office 365 Germany.
As an admin for Office 365 Germany, you get free access to our knowledgeable support agents for help resolving technical issues, as well as for pre-sales, account, and billing support. You can also contact us on behalf of Office 365 Germany users in your organization.
Note
All of the support options below are for Microsoft Cloud Germany. For more information about how Microsoft uses the data that you provide when you contact Microsoft support, please see the privacy statement.
Get assisted support
Assisted support options are for admins of Office 365 Germany subscribed organizations only. If you use Office 365 Germany at work or school, but you're not an admin, you can still get support in the community forums, or by contacting your admin or IT department.
Open an online request. Save time by starting your service request online. In the admin center, choose Support > New service request. We'll help you find a solution or connect you to an expert who will contact you by email or phone.
Call support. We're here to talk. Admins, have your account details ready when you call support.
| Region | Phone number | Hours |
|---|---|---|
| Germany | 0800 589 2330 | Billing Support:
|
| All other markets within the European Economic Area | +49 69 380 789 305 | Billing Support:
|
Let our community help
You can also search the Microsoft 365 for business community forums to find known issues and trending topics, or to post a new question. The community forums are monitored by trained Microsoft support agents who can help resolve your issue.
-->In the past, Microsoft Teams was a separate installation from Microsoft 365 Apps. But starting with Version 1902, Teams is included as part of new installations of Microsoft 365 Apps. If Teams is already installed on the device, no changes are made to that installation of Teams.
Teams is also being added to existing installations of Microsoft 365 Apps on devices running Windows. For more information about when that occurs, see What about existing installations of Microsoft 365 Apps?.
Note
To complete the installation of Teams on new or existing installations of Microsoft 365 Apps, either restart the device or have the user log off and log back on.
If Skype for Business is already installed on the device, Skype for Business won't be removed and will continue to function as before. Skype for Business will continue to be installed with new installations of Microsoft 365 Apps, unless you configure your installation to exclude it.
You don't have to wait if you're ready now to deploy Teams to the users in your organization. You can deploy Teams for your users by following these instructions or you can have your users install Teams for themselves from https://teams.microsoft.com/downloads.
We also have the steps you can take to exclude Teams from new or existing installations of Microsoft 365 Apps if your organization isn't ready to deploy Teams.
Office 356 Teams Login
Important
If you're in a GCC High or DoD environment, currently you need to exclude Teams from being installed with Microsoft 365 Apps. Instead, you need to install Teams by using the separate MSI-based installer. For links to the correct version of the MSI-based installer for your environment, see Install Microsoft Teams using Microsoft Endpoint Configuration Manager. In the future, you'll be able to install Teams along with Microsoft 365 Apps in GCC High or DoD environments without needing to use the separate MSI-based installer.
If you're using Office for Mac, see Microsoft Teams installations on a Mac.
If you're using shared computers or Virtual Desktop Infrastructure (VDI), see Shared computer and VDI environments with Microsoft Teams.
When will Microsoft Teams start being included with new installations of Microsoft 365 Apps?
The date when Teams starts being installed with new installations of Microsoft 365 Apps depends on which update channel you're using. The following table shows the schedule.
| Update channel | Version | Date |
|---|---|---|
| Current Channel | Version 1902 | March 4, 2019 |
| Monthly Enterprise Channel | Version 2003 | May 12, 2020 |
| Semi-Annual Enterprise Channel (Preview) | Version 1902 | March 12, 2019 |
| Semi-Annual Enterprise Channel | Version 1902 | July 9, 2019 |
Note
Teams is also included with the following new installations:
Office 356 Teams Anmelden
- Microsoft 365 Apps for business, starting with Version 1901, which was released on January 31, 2019. Microsoft 365 Apps for business is the version of Office that is included with some Microsoft 365 business plans, such as Microsoft 365 Business Premium.
- Office for Mac, starting with Version 16.21, which was released on January 16, 2019. Office for Mac comes with any plan that includes Microsoft 365 Apps. For more information, see Microsoft Teams installations on a Mac.
How to exclude Microsoft Teams from new installations of Microsoft 365 Apps
If you don't want Teams included when you install Microsoft 365 Apps on devices running Windows, you can use Group Policy or the Office Deployment Tool. Or, as an alternative, you can let Teams be installed, but use Group Policy to prevent Teams from automatically starting when the user signs in to the device.
If you want to use the Office Deployment Tool, you can use the ExcludeApp element in your configuration.xml file, as shown in the following example.
Tip
Instead of using a text editor to create your configuration.xml, we recommend that you use the Office Customization Tool (OCT). The OCT provides a web-based interface for making your selections and creating your configuration.xml file to be used with the Office Deployment Tool. For more information, see Overview of the Office Customization Tool.
If you're deploying Microsoft 365 Apps by using the Office 365 Client Installation wizard in Microsoft Endpoint Configuration Manager (current branch), you can set Teams to the Off position in the configuration UI.
If you're deploying Microsoft 365 Apps by using Microsoft Intune, there is a checkbox to exclude Teams on the Configure App Suite pane.
If you're letting your users install Microsoft 365 Apps for themselves from the Office 365 portal, you can't exclude Teams from being included as part of the installation, unless you use Group Policy.
To remove Teams after it's been installed, go to Control Panel > Uninstall a program and uninstall Microsoft Teams and any instances of Teams Machine-Wide Installer. If you previously installed Teams separately from installing Microsoft 365 Apps, you might see multiple instances of Teams Machine-Wide Installer. You can also use PowerShell to remove Teams as shown in this script sample.
What about existing installations of Microsoft 365 Apps?
Teams is also being added to existing installations of Microsoft 365 Apps on devices running Windows as part of the normal update process. There is no change to existing installations of Mac.
Whether Teams gets added to an existing installation of Microsoft 365 Apps is determined by what version is installed, what version you're updating to, and some other factors. Version 1906 that was released in Current Channel in July is the first version that started including Teams as part of the update process. But not all devices updating to Version 1906 or later have received Teams as part of the update process because the rollout has been a gradual process over several months. So if you've updated a device to the latest version of Microsoft 365 Apps, but Teams hasn't been installed, that is probably expected and not necessarily an error. It's likely a future update will install Teams. If you want Teams on that device now, you can install it manually from https://teams.microsoft.com/downloads.
Important
If you're updating your existing installation of Microsoft 365 Apps to Version 1908 (Build 11929.20300) or later, Teams will be added. To complete the installation of Teams after the update, either restart the device or have the user log off and log back on.
The date when Teams can start being added to existing installations of Microsoft 365 Apps depends on which update channel you're using. The following table shows the schedule.
| Update channel | Version | Date |
|---|---|---|
| Current Channel | Version 1906 | July 9, 2019 |
| Monthly Enterprise Channel | Version 2003 | May 12, 2020 |
| Semi-Annual Enterprise Channel (Preview) | Version 1908 | September 10, 2019 |
| Semi-Annual Enterprise Channel | Version 1908 | January 14, 2020 |
If you don't want Teams to be added to existing installations of Microsoft 365 Apps when you update to a newer version, you can use Group Policy or the Office Deployment Tool. Or, as an alternative, you can let Teams be added, but use Group Policy to prevent Teams from automatically starting when the user signs in to the device.
If you want to use the Office Deployment Tool, you need to run the Office Deployment Tool in /configure mode on each device before you update to the new version of Microsoft 365 Apps. The following is a configuration.xml file you can use with the Office Deployment Tool to exclude Teams from being added to your existing installation of Microsoft 365 Apps for enterprise.
Note
- Be sure you're using the most current version of the Office Deployment Tool available on the Microsoft Download Center.
- If your existing installation of Microsoft 365 Apps has excluded other apps, such as Access, you need to include a line in your configuration.xmi file for each of those excluded apps. Otherwise, those apps will be installed on the device.
- If you have Microsoft 365 Apps for business installed, use O365BusinessRetail for the Product ID in your configuration.xml file.
Also, in some situations, doing an Online Repair results in Teams being installed. For example, if Microsoft 365 Apps is configured to get updates from the Office Content Delivery Network (CDN) and the update channel or version you're using includes Teams as part of the installation.
Use Group Policy to control the installation of Microsoft Teams
If your organization isn't ready to deploy Teams and you use Group Policy, you can enable the Don't install Microsoft Teams with new installations or updates of Office policy setting. You can find this policy setting under Computer ConfigurationPoliciesAdministrative TemplatesMicrosoft Office 2016 (Machine)Updates.
Note
- This policy setting only applies if you are installing or updating to Version 1905 or later of Microsoft 365 Apps.
- To use this policy setting, download at least version 4882.1000 of the Administrative Template files (ADMX/ADML), which were released on July 9, 2019.
If you enable this policy setting, Teams won't be installed in the following scenarios for Version 1905 or later:
- New installations of Microsoft 365 Apps
- Updates to existing installations of Microsoft 365 Apps
- Users installing Microsoft 365 Apps for themselves from the Office 365 portal
- An Online Repair of an existing installation of Microsoft 365 Apps
If you have Microsoft 365 Apps for business or can't use Group Policy for some other reason, you can add the preventteamsinstall value to the HKEY_LOCAL_MACHINESOFTWAREPoliciesMicrosoftOffice16.0commonofficeupdate key in the registry. The type for preventteamsinstall is REG_DWORD and the value should be set to 1 if you don't want Teams installed.
Use Group Policy to prevent Microsoft Teams from starting automatically after installation
If you want Teams to be installed, but don't want Teams to start automatically for the user after it's installed, you can use Group Policy and enable the Prevent Microsoft Teams from starting automatically after installation policy setting. You can find this policy setting under User ConfigurationPoliciesAdministrative TemplatesMicrosoft Teams.
By enabling this policy setting before Teams is installed, Teams won't start automatically when the user logs in to the device. Once a user signs in to Teams for the first time, Teams is configured to start automatically the next time the user logs into the device. The user can configure Teams to not start automatically by configuring user settings within Teams or by clearing the Open Teams on startup check box on the sign in screen for Teams.
Microsoft Team 365 Sign In
Tip
If you've already installed Teams but you want to use this policy setting to prevent Teams from starting automatically, enable this policy setting and then run this script on a per-user basis to reset the autostart setting for Teams.
But even if you enable this policy setting so that Teams doesn't start automatically, an icon for Microsoft Teams will appear on the user's desktop.
Important
- This policy setting only applies if you are installing or updating to the following versions of Microsoft 365 Apps:
- Version 1906 or later of Current Channel
- Version 1902 (Build 11328.20368) or later of Semi-Annual Enterprise Channel or Semi-Annual Enterprise Channel (Preview)
- Version 2003 or later of Monthly Enterprise Channel
- To use this policy setting, download at least version 4882.1000 of the Administrative Template files (ADMX/ADML), which were released on July 9, 2019.
If you have Microsoft 365 Apps for business or can't use Group Policy for some other reason, you can add the PreventFirstLaunchAfterInstall value to the HKEY_CURRENT_USERSOFTWAREPoliciesMicrosoftOffice16.0Teams key in the registry. The type for PreventFirstLaunchAfterInstall is REG_DWORD and the value should be set to 1 if you don't want Teams to automatically start after installation.
Shared computer and VDI environments with Microsoft Teams
If devices in your organization are shared by multiple users, be aware that Teams is installed separately for each user that signs into that device. Installations of Teams average about 500 mb, so hard disk space, as well network bandwidth for updates, might become an issue for these shared devices installed with Teams. In cases where shared devices are used by a significant number of users, you might want to consider not installing Teams on those shared devices.
If you plan to use Teams in a Virtual Desktop Infrastructure (VDI) environment, see Teams for Virtualized Desktop Infrastructure. Teams installed with Microsoft 365 Apps as described in this article is NOT currently supported in VDI environments.
Feature and quality updates for Microsoft Teams
After Teams is installed, it's automatically updated approximately every two weeks with new features and quality updates. This update process for Teams is different than the update process for the other Office apps, such as Word and Excel. For more information, see Teams update process.
Microsoft Teams installations on a Mac
If you're using Version 16.21, or later, of the Office suite install package to deploy on a Mac, Teams will be included as part of the installation.
If you don't want Teams included as part of the installation, there is an Office suite install package available that doesn't include Teams. You can also use the install packages for individual applications, such as Word or Excel. For links to the most current install packages, see Update history for Office for Mac.
If you're letting your users install Office for themselves on a Mac, such as from https://teams.microsoft.com/downloads, you can't exclude Teams from being included as part of the installation.
To uninstall Teams on a Mac, quit Teams by right-clicking the Teams app in the dock, then hold down Option and choose Force Quit. Open the Application Folder, select Microsoft Teams, and move it to the Trash.
What about Office 365 plans that don't include Microsoft Teams?
Some Office 365 plans include Microsoft 365 Apps, but don't include the Teams service. Even if a plan doesn't include the Teams service, Teams will still be installed with Microsoft 365 Apps, as described earlier in this article. To prevent Teams from being installed, follow the steps outlined earlier in this article.
For Office 365 plans that don't include the Teams service, a free trial version of Teams that's valid for 1 year is available. Your users can start using it when they sign in to Teams. For more information about this free trial version and providing your users access to it, see Manage the Microsoft Teams Commercial Cloud Trial offer.
Additional information about installing Microsoft Teams
- There is no change to new or existing installations of Office 2019, such as Office Professional Plus 2019.
- Teams is installed with Microsoft 365 Apps in the same way that Teams is installed if you use the MSI-based installer for Teams. For each new user that signs into the device, the Teams installer runs and the Teams application is installed in the user's AppData folder.
- The architecture (sometimes referred to as the bitness) of Teams and Microsoft 365 Apps installed on the device don't have to match. For example, you can install the 32-bit version of Teams on a device running the 64-bit versions of Microsoft 365 Apps. To change the architecture of Teams, for example from 32-bit to 64-bit, you need to uninstall the 32-bit version of Teams and then install the 64-bit version of Teams.
- For more information for IT Pros about Microsoft Teams, see Microsoft Teams documentation.