I’m locked out of my main Microsoft account. How do I unlock myself since I can’t access the authenticator app for the two step requirement?

Juan 25 Reputation points
2023-09-10T15:15:11.0033333+00:00

I’m locked out of my main Microsoft account. How do I unlock myself since I can’t access the authenticator app for the two step requirement? I spend thousands of dollars on Xbox using my Microsoft account and now I am no longer able to access any of the digital games or movies I have purchased please help.

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  1. Dave Patrick 426.1K Reputation points MVP
    2023-09-10T20:43:59.0266667+00:00

    You can try here but in my experience they will not be able to help when MFA is involved.

    Use the Get Help app here to chat online with someone by clicking link

    then "Windows", then underneath "home support" click on Get support in the Get Help Windows app

    Also don't forget the contact options here as well.

    https://support.xbox.com/en-US/help/account-profile/manage-account/lost-password-solution

    --please don't forget to close up the thread here by marking answer if the reply is helpful--


4 additional answers

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  1. Dave Patrick 426.1K Reputation points MVP
    2023-09-10T15:28:24.89+00:00

    Try contacting them here.

    https://support.xbox.com/en-US/help/account-profile/manage-account/lost-password-solution

    --please don't forget to close up the thread here by marking answer if the reply is helpful--


  2. Dave Patrick 426.1K Reputation points MVP
    2023-09-10T18:23:17.4066667+00:00

    You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

    You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake. https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

    As far as I know a microsoft personal account cannot be recovered another way.

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  3. Dave Patrick 426.1K Reputation points MVP
    2023-09-10T19:36:06.8166667+00:00

    The recovery account is another personal microsoft account. Yes, if you know it then use it.

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  4. Dave Patrick 426.1K Reputation points MVP
    2023-09-10T20:06:22.21+00:00

    To restore from backup you'll sign on with the recovery account which is a different account from your main account. Make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

    You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.

    https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

    --please don't forget to close up the thread here by marking answer if the reply is helpful--