I cannot access the email

Question

Hello, I cannot access the email. When I click on password recovery, I enter my phone number and this message appears. Please help.![](https://learn-attachment.microsoft.com/api/attachments/c0e9cbc4-0c00-4636-b01b-c12ca9d27920?platform=QnA

Answer 1

Thank you for feedback,

I understand this must have been frustrating, I will advise you follow the above steps to add another verification method to your account or reach Microsoft support for more help with this.

To speak to someone from the Microsoft Accounts team that has the tools to check your account, please follow the link and steps;

https://support.microsoft.com/home/contact

1. Click on the link and in the search you could put in account issues
2. Scroll down and you should see the option contact support or sign in to contact support
3. you can sign in with any email
4. for product select microsoft 365 and office and category select manage profile information
5. you should see the option Chat with a support agent in your web browser

Yours sincerely,

Jackson E.

Answer 2

Thank you Jackson for reply

Thank you for trying to help me, but I have lost hope of recovering my account.

my regards

Answer 3

Hello Salem ,

My name is Jackson and thank you for your question.

I sincerely apologize for the issue with recovering your account, I am a user myself and I understand how frustrating this is.

When it comes to account recovery/identity verification, the process is a bit rigid on purpose for security reasons and there's little anyone at support could do to help.

Sometimes the block may be tied to the verification method you are using. Try using another verification method connected to your account. For example, if you are using SMS to verify yourself and are hitting a block, try using an alternate email that is connected to the account to receive your authorization code;

https://support.microsoft.com/account-billing/409090c4-92b5-42b9-8ae6-bcc97e62fc48

If you do not get code or no longer have access to your account security information (phone/email) to verify for a password change/recovery, unfortunately your only option is to fill out the account recovery form; https://account.live.com/acsr

You will have to provide enough information to prove account ownership. see tip to help complete recovery; https://support.microsoft.com/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42

With the current account password, we have the option to update the security info (phone/email) to another with the remove info steps below, however the new info will be updated in 30days;

1. On the Security basics page https://account.microsoft.com/security, select the Update info button. If you're not already signed in to your Microsoft account, you'll be prompted to sign in.
2. You may be asked to enter a verification code to continue. If you don't have access to your alternate email or phone number, choose I don't have any of these and follow the instructions to replace your security info.
3. You'll see your security info under Security settings. Choose Remove for any you want to remove. You may be asked to add new security info before you can remove the old info.

https://support.microsoft.com/account-billing/bf2505ca-cae5-c5b4-77d1-69d3343a5452

To speak to someone from the Microsoft Accounts team that has the tools to check your account, please follow the link and steps;

https://support.microsoft.com/home/contact

1. Click on the link and in the search you could put in account issues
2. Scroll down and you should see the option contact support or sign in to contact support
3. you can sign in with any email
4. for product select microsoft 365 and office and category select manage profile information
5. you should see the option Chat with a support agent in your web browser

Yours sincerely,

Jackson E.