Account recovery

Because the phone number has changed and the recovery form is being denied, only the official Microsoft account recovery and security-info replacement flows can restore access.

Follow these steps as closely as possible:

1. Try standard password reset and security code options
   1. Go to Recover your account: https://account.live.com/password/reset
   2. Enter the email/phone/Skype name for the account.
   3. Choose where to get a security code (any listed email, phone, or app) and complete the verification if possible.
   4. If successful, set a new password and then immediately add updated security info (new phone, backup email) under Advanced security options: https://account.microsoft.com/security
2. If the password is known but security info is outdated If sign-in still works but the phone is wrong:
   1. Sign in to Advanced security options: https://account.microsoft.com/security
   2. Select Add a new way to sign in or verify and add a new phone or email.
   3. Verify the new method with the code sent.
   4. Expand the old phone entry and select Remove.
   5. Do not remove all security methods at once, or the account may be restricted for 30 days.
3. If the password is forgotten and there is no access to any security info
   1. Start sign-in at https://account.microsoft.com.
   2. When prompted to verify identity, choose I don't have any of these.
   3. This will direct to the Microsoft account recovery form. Before filling it out:
      • Ensure access to a working contact email (can be a new Outlook.com address or a friend/relative’s address).
      • Use a device and location previously used to sign in (home PC, usual console, etc.).
   4. Read and follow the guidance in Help with the Microsoft account recovery form:
      • Collect as much detail as possible about the account: old passwords, exact email subject lines, frequent contacts, folders, Xbox console hardware ID, Skype contacts, etc.
      • Answer every question, using Add more wherever offered.
      • Guess if unsure; wrong answers do not count against the request.
   5. Submit the form via the official Account recovery form link in the article. A response is sent to the working contact email within 24 hours.
   6. If the request is denied, adjust answers with any additional details remembered and try again (up to two times per day).
4. If two-step verification is turned on and no methods are available
   • If two-step verification was enabled and there is no access to any of the verification methods (phone, email, authenticator), support cannot bypass it or reset the password. In that case, only successful completion of the recovery form can restore access; if the form cannot validate ownership, the account cannot be recovered.
5. If the account is locked or blocked
   • If sign-in shows that the account is locked or blocked, follow the on-screen link starting with aka.ms/ to submit the unlock/reinstatement form. A Microsoft Online Safety agent will review and respond by email. Do not submit multiple unlock forms at once, as that can slow the process.
6. Contacting Microsoft Support
   • For additional help with the process (not to bypass security), sign in with any working Microsoft account (or create a new one) and go to the Contact support flow described in the Q&A references. Choose a path such as Microsoft account & billing → Manage Account Security and use chat or callback if offered. Support can guide through the recovery steps but cannot override failed verification or two-step verification.

Once access is restored, immediately:

• Add multiple security methods (phone, alternate email, authenticator app).
• Review How to help keep your Microsoft account safe and secure from the recovery-form article to reduce the risk of future lockouts.

References:

• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• My username and password have stopped working
• Microsoft account has been locked
• I received a "This phone number has already been taken" message
• Can't sign in to my email - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A