Reseting Password Without Authenticator Access

Question

My parents have recently been unable to remember the password to their account. They do not have access to the Authenticator app so when we go to reset we are prompted to select a second authentication method. The problem comes after as the phone number connected to their account is a landline that does not receive texts and they do not have a Microsoft login saved to their phones otherwise.

We have opened multiple tickets with support and were told we should expect a callback, additionally we have submitted a request through the Authenticator app. We have not heard back from either in over 48 hours.

Is there some other avenue we can explore to change the phone number connected to the account or otherwise regain access?

Answer 1

Thanks for posting your question in the Microsoft Q&A forum.

I 'd call the global number for support and reset the access. 

Global Customer Service Phone Numbers

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