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ongoing issue with account recovery

Ken Nolan 0 Reputation points
2025-09-05T15:13:29.9266667+00:00

Hello,

I have been experiencing a lot of difficulty recovering my Microsoft account and I’m hoping for some guidance. Here’s the situation:

  • My account is very important as it contains all my Xbox progress, emails, banking information, and is linked to my Apple ID.
  • I urgently need to secure my account, but I no longer have access to the old phone number that is currently linked to it.
  • I’ve been advised to add another security method to my account, but when I attempt to do this, it only redirects me back to the recovery form.
  • I’ve filled out the recovery form at aka.ms/acsr multiple times, but it keeps getting rejected.
  • My biggest issue with the recovery form is that I don’t know which address to use, as I have had multiple linked to the account over time. The same goes for bank card numbers — I have more than one linked to the account, so it’s unclear which one to enter.
  • To provide further proof, I’ve also included the device network ID for my Xbox in the recovery attempts.
  • I’ve spoken to Microsoft Support, and my case was escalated, but I’m still without access to my account.
  • In addition, I have multiple bank cards linked, past gamer tags, and previous postcodes I can provide as proof of ownership.

At this point, I am very confused and concerned. I understand security is important, but I’ve provided as much information as possible and still cannot get back into my account.

Could someone from Microsoft please advise me on the next steps to properly reinstate my account, or confirm if there’s another route I should take to prove ownership?

Thank you in advance for your help.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Darhyl Amizola 41,990 Reputation points Independent Advisor
    2025-09-05T15:51:11.9133333+00:00

    Hey there! Nice to meet you!

    Unfortunately, the only way to recover the account is through the Account Recovery Form: https://account.live.com/acsr

    Detailed steps on how to use the Account Recovery Form can be found here: https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42

    Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

    The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time-consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

    Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

    It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

    If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

    Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

    Best regards,

    Darhyl

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