Lost Access to My Microsoft Account Due to Broken Phone with Authenticator App

Question

Hello Community, I'm facing a serious issue with my Microsoft account and I’m hoping someone here can help or escalate the issue.

The situation:

My Microsoft account is protected with two-factor authentication (2FA).

The Microsoft Authenticator App was installed on my old phone, but the device is completely broken (motherboard burned).

I no longer have access to the Authenticator App, and I also lost my recovery code.

When I try to sign in, it requires a second factor which I can’t provide anymore.

I still have access to the email verification option, and I do receive the code – but it’s not accepted as sufficient, likely because 2FA requires two active methods.

I’ve already submitted the account recovery form multiple times, but received no response or success.

The live chat support couldn’t help as the verification process is fully system-controlled and cannot be overridden manually.

What I’ve already tried:

Account recovery via https://account.live.com/acsr

Password reset via https://account.live.com/password/reset

Spoke with live chat support (see transcript)

Read all available support articles and FAQs

My question:

Is there any way my case can be manually reviewed or escalated? This account is very important to me and I don’t want to lose it.

Any help, advice, or direction would be truly appreciated.

Best regards, FaroukHello Community,

I'm facing a serious issue with my Microsoft account (******@hotmail.com) and I’m hoping someone here can help or escalate the issue.

The situation:

My Microsoft account is protected with two-factor authentication (2FA).

The Microsoft Authenticator App was installed on my old phone, but the device is completely broken (motherboard burned).

I no longer have access to the Authenticator App, and I also lost my recovery code.

When I try to sign in, it requires a second factor which I can’t provide anymore.

I still have access to the email verification option, and I do receive the code – but it’s not accepted as sufficient, likely because 2FA requires two active methods.

I’ve already submitted the account recovery form multiple times, but received no response or success.

The live chat support couldn’t help as the verification process is fully system-controlled and cannot be overridden manually.

What I’ve already tried:

Account recovery via https://account.live.com/acsr

Password reset via https://account.live.com/password/reset

Spoke with live chat support (see transcript)

Read all available support articles and FAQs

My question:

Is there any way my case can be manually reviewed or escalated?
This account is very important to me and I don’t want to lose it.

Any help, advice, or direction would be truly appreciated.

Best regards,
Farouk