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Why is my personal info not enough to overide 2-step verification

Joshua Griffin 20 Reputation points
2023-03-27T05:40:12.4433333+00:00

I need to reset my password but i have lost my phone, i can not login to the 2-step authenticator on my new phone to reset my password because it requires a code from the 2-step verification app that i am trying to login into? i tried the reset form but they said they have ignored it due to the 2-step. the form had me match my account name to credit card and other personal info only the account owner/creator would know. yet they have completely dismissed all that info. So what, i have to forfeit my account because i lost my phone, or it was stolen or i accidently logged out? How can i get microsoft to match my personal info to my account so that they can disable the 2-step so i can reset my password.

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  1. JimmySalian-2011 42,171 Reputation points
    2023-03-27T07:35:30.4233333+00:00

    Hi Joshua,

    Unfortunately in this case you will have to call up support desk and get the account reset, https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

    Hope this helps.

    JS

    ==

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