Fix Microsoft 365 Phishing Simulation Not Reporting Attachment Opens
Question details
The user needs to resolve an issue where a Microsoft Phishing Attack Simulation does not record a user as compromised after they open the simulated attachment.
- Product
- Microsoft 365
- Device & OS
- not provided
- Scenario
- Conducting a phishing attack simulation to test user security awareness.
- Observed behavior
- The simulation report fails to mark the user as compromised despite the user actually opening the attachment.
Ensure you have Global Administrator or Security Administrator privileges in your Microsoft 365 tenant to access the necessary simulation reports and support portals.
Open a Support Ticket in Microsoft 365 Admin Center
Since this issue requires backend service data review and diagnostic logs, contacting Microsoft Support is the most direct resolution.
Forum moderators and community members do not have the necessary access to backend tenant data to diagnose reporting failures. A direct service request allows Microsoft engineers to pull specific diagnostic logs for your Attack Simulation Training.
Navigate to the Microsoft 365 admin center and log in with your Global Administrator credentials.
Click on 'Support' and then select 'Help & support' from the left-hand navigation menu.
Describe your issue regarding the phishing simulation attachment not reporting, and follow the on-screen prompts to open a formal service request.
Contact Your Subscription Reseller for Support
Use this solution if your Microsoft 365 subscription was purchased through a syndicated partner or reseller, as they manage your support requests.
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Frequently Asked Questions
Why aren't my Microsoft 365 phishing simulation clicks being tracked?
This can happen due to latency in report generation, security policies stripping tracking pixels from emails, or a backend synchronization issue in Microsoft 365 that requires diagnostic logs to properly resolve.
Who has permission to open a support request for Microsoft 365?
Typically, only users assigned administrator roles, such as the Global Administrator or Billing Administrator, are authorized to open official support requests directly through the Microsoft 365 admin center.
Can community forums resolve Microsoft Defender simulation bugs?
No. Public forum moderators do not have access to your tenant's backend service data or diagnostic logs due to privacy and security restrictions. You must submit a formal service request for these types of backend issues.
