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Question

My old microsoft account got locked and I cannot get it reset. Have tried for days. the old email was [PII removed]. They refuse to send codes or anything, I have lost access to all of my emails. Created a new account for now. Would be very helpful to speak to a live human being to fix this issue. Is there a number to call?

Answer 1

I have been in a similar situation for over a week. I have tried every option (the recovery form - multiple times, the Q&A forum, calling the phone number I found online that is nothing more than an automated system that tells you to look at the help information online). I'm very frustrated and disheartened. This is many, many years of emails I can't access and an email address that is connected to many other accounts that I can no longer support because messages from those accounts (e.g. multi-factor authentications) go to that email address that I'm locked out of.

I need help and a resolution, but can't find anything online anywhere that will resolve this issue. Microsoft, please be human and provide support. Other large companies and Amazon, Apple, etc. have real people you can talk to for tech support to resolve issues. Why can Microsoft do the same?

Answer 2

Hi @Ellie Brown 

Thanks for reaching out to the Microsoft Q&A forum.  

It looks like you're trying to access to all of your emails, I’d be happy to guide you through some solutions: 

1/ Fill Out the Recovery Form  

(You can fill out this form without signing in, and you can do it directly on your phone) 

-Go to: https://account.live.com/acsr >Fill out the Email address you’re trying to recover and alternate contact email (this email should be a working email where Microsoft can send recovery updates) 

-If your request is approved, you'll get instructions to recover your account. Once you're back in, be sure to add recovery options like a backup email, phone number, or authenticator app. 

-If your request is denied, you can try again up to twice a day. If you can't provide enough info, you'll need to create a new account. For privacy reasons, support agents can't view or unlock your account. 

Microsoft typically responds within 24 hours after you submit the recovery form. Be sure to check your spam, junk, and any email filters that might have redirected the message. 

2/ Contact Microsoft Support Directly: If the recovery form fails repeatedly, try contacting Microsoft support:  

-You may be able to chat with a support agent or request a callback: Contact - Microsoft Support 

(You can sign in with a different Microsoft account - not the locked one) 

-You may be able to get support directly by phone: Customer service phone numbers - Microsoft Support) to receive direct advice. 

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