TRY ANOTHER VERIFICATION METHOD

Question

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I have always changed my password after 72 days but this time I forgot my current password and tried couple of times to change then my account locked.

I have 2 factor Authentication, I have 2 phone numbers and the authenticator

I am not able to to send code on the two numbers

I use this email for important correspondence but I have not been to login since Tuesday

First I left it for 24 hours to see whether it will clear but it didn't

Then I have left for 3 days without trying still no luck

Surely with 2 numbers on the account I should be able to receive a code on one of them if one was not able to receive

I am paying for the services I have not been able to use for over five days, please I need help to access my files and emails

Answer 1

Hello Dee K, 

Good day! Thank you for reaching out and welcome to the Microsoft Q&A. 

I understand how frustrating this situation must be, that your Microsoft account is locked, and despite having two-factor authentication (2FA) with two phone numbers and an authenticator app, you're unable to receive verification codes from any method. 

Here’s what I recommend you to try:

1. Submit the Microsoft Account Recovery Form

• In private/incognito mode, go to https://account.live.com/acsr
• Enter your locked email and a different working email for Microsoft’s reply. 
• Provide as much accurate detail as possible, such as: 
  • Previous passwords you remember 
  • Folder names you created 
  • Email subjects and contacts you frequently wrote to 
  • Recovery phone number or backup email you may have used 
  • Previous billing/card info 
• Submit and wait 48-72 hours for a response. You may refine and resubmit up to twice per day. 

Tips: 

• Double-check the inbox (and spam/junk folder) of the alternate email address you provided in the form. 
• Make sure you used the correct contact email each time you submitted the form. 
• Submit from a trusted device/location: If possible, submit the form from a computer or network location you frequently used in the past to access your account. 
• Wait at least 24 hours between attempts. Multiple failed logins can extend the lockout period. 
• You can also refer to this official guide to help you fill out the form more accurately Help with the Microsoft account recovery form - Microsoft Support 

2. Contact Microsoft Support team via a different Microsoft account. 

• Visit Contact - Microsoft Support   
• Search for "Account Recovery" in the search box. 
• Click "Get Help" and press Enter. 
• Navigate through the support options to find "Contact Support." 
• Choose a relevant option like “Password Reset/Recovery” or “Manage Account Security.” 
• For product/service, select "Other Products." 
• For category, choose "Manage Account Security." 
• Look for and select "Chat with a support agent in your web browser" or a similar callback option. 
• Explain your situation clearly 
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance. 

Besides, you can contact Global Customer Service phone via Customer service phone numbers - Microsoft Support   

For reference, you can also refer to Microsoft’s official article: Account has been locked - Microsoft Support 

Thanks for your precious time and understanding. Please feel free to let me know how it goes. I’m here to help as much as I can. 

Warm regards,

Winnie – MSFT | Microsoft Q&A Support Specialist 

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