Account locked and Microsoft Support team stuck in a cycle, next steps?

MSCollege3000 160 Reputation points
2023-11-24T07:38:03.45+00:00

Hi. Really need assistance on that matter. Microsoft Online Safety folks just repeat the same advice and the process stuck.

My account gets blocked all the time due to "unusual" activity although it is secure and no such activity at all. The system locked it and wants me to verify it. Now it rejects all verification attempts. It rejects all phone numbers I use, my numbers and numbers of others. It rejects Windows Hello with PIN, it rejects a backup email (see screenshot).

Untitled

I even filled a password recovery form successfully trying to get access to my account. But still cannot verify it. I contacted support. They tried to resolve it but weren't able and told me to write to the online safety team using this form https://www.microsoft.com/en-us/concern/AccountReinstatement

I wrote, selected the option "Account temporarily blocked" in the form. Waited for a couple of days. A guy responded with the message:

Hi,
Thank you for contacting Microsoft support regarding your account.  Microsoft automated systems restricted access to your account due to unusual behavior.
You should be able to reactivate your account by verifying you are the account owner.
    • log into the account via https://login.live.com
    • on the screen that says “Your account is temporarily blocked,” click “Continue” to proceed to the next screen
    • You will then be asked to send a verification code via text message.
        ○ In the field shown, you can enter any phone number you have access to that is able to receive text messages.
        ○ The phone number used in this case does not need to be one that is already on the account.
        ○ If you do not have a phone number that is able to receive texts, consider asking a trusted friend or family member to receive the text for you on their phone number.
        ○ The number used for this procedure will not be saved on the account.
    • If you receive a message that the usage limit for that phone has been exceeded, please try a different phone number or try the next day.
If you have any further problems, use this link for more troubleshooting http://windows.microsoft.com/en-us/windows-live/microsoft-account-help

Suggestion to try different phone numbers. I tried different phone numbers as before and still nothing.

I filled another form for the online safety team, now selected the option "Do not receive verification code", explaining the situation and that the previous their advice was not helpful:

Account gets blocked all the time, keeps detecting false unusual activity.
Reply from Online Safety did not resolve the issue. Recommended actions to verify the blocked account with different phone numbers are not applicable.
I described the problem very well in the first message. The system does not send SMS to any phone number. Red text appears and says it can't send code to those numbers. I use the same device as usually. Windows Hello is rejected as well. Backup email is rejected too. It only allows SMS verification but it does not send SMS due to probably regional limitations.
Two weeks of trying, none of the troubleshooting work. I not only need assistance in unblocking it, but also in preventing blocking it again. The automated system blocks it again and I won't verify it with SMS...

Another guy from the team replied almost the same as the previous guy:

Hi,
Thank you for contacting Microsoft support regarding your account.  Microsoft automated systems restricted access to your account due to unusual behavior. 
You should be able to reactivate your account by verifying you are the account owner.
log into the account via https://login.live.com 
on the screen that says “Your account is temporarily blocked,” click “Continue” to proceed to the next screen 
You will then be asked to send a verification code via text message. 
In the field shown, you can enter any phone number you have access to that is able to receive text messages. 
The phone number used in this case does not need to be one that is already on the account.
If you do not have a phone number that is able to receive texts, consider asking a trusted friend or family member to receive the text for you on their phone number. 
The number used for this procedure will not be saved on the account. 
If you receive a message that the usage limit for that phone has been exceeded, please try a different phone number or try the next day. 
If you have any further problems, use this link for more troubleshooting  http://windows.microsoft.com/en-us/windows-live/microsoft-account-help 

They do not even read the specifics of the issue and keep repeating the same instructions. Is there anybody in the support team who can actually assist in resolving the issue? What are next steps?

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