Authenticator App Issue

Question

Hi, I recently changed devices so tried to log into the authenticator app to pull through my backup but I have forgotten my password for the live.co.uk account I used. The password was always saved on my last device. I've tried to reset the password but it won't accept anything other than a code from the authenticator which leads me back into the vicious circle I find myself in! I've tried to recover the account using the form you provide but I got an email to the account I asked you to contact me on for updates and to quote:

"It looks like you just used the Microsoft account recovery form (https://account.live.com/acsr?mkt=en-US) to request a password reset for ****@live.co.uk. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know."

So I'm stuck with an account I can't access and authenticator app with several website log ins tied to it that's locked!

***Moved from Windows / Windows 11 / Recovery and backup***

Answer 1

Hi, sorry for the very late response!

I’m still logged in on the outlook IOS app which carried over from when I transferred my old iPhone to this one.

The issue I have is that I cannot log in anywhere else where I need a password because when I try to recover, I’m told I have 2FA activated and require the code from my Authenticator app.

When I transferred my old iPhone, the Authenticator app asked for my password which I don’t know as it is set up under the email address I’m trying to access! So I’m stuck in a loop as the account recover form won’t work either due to having an Authenticator activated on the account.

I’m really lost at what to do now.

Answer 2

Dear Billy Adams2

I'm sorry you're experiencing this issue. I understand how important it is for you to recover your account.

When was the last time you successfully signed in to your Microsoft account? If you haven't signed in to your account in more than two years and the account has been closed due to inactivity, you will not be able to use the Account Recovery form to restore your account. References   https://support.microsoft.com/office/7c0a9fa7-0982-b7c6-fd72-df852b63699f

Have you activated two-factor authentication (2FA) on your account? If you do have 2FA activated, do you have access to the second factor of authentication? If so, try resetting your password. For detailed steps on resetting your password, see the following support articles

https://support.microsoft.com/office/eff4f067-5042-c1a3-fe72-b04d60556c37

To Tip: You can only use the Account Recovery Form if two-step verification is not turned on.

If you do not have 2FA activated on your account and the account has not been deleted due to inactivity, you will need to try the Account Recovery Form: https://account.live.com/acsr

For detailed steps on how to use the Account Recovery Table, see: https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42

Microsoft takes account security very seriously, which is why account recovery is an automated process with no human influence. If you do not have the correct information, you may not be able to verify your account using the recovery form.

The account recovery form requires enough information to prove that you are the owner of the account. The account recovery process can be a time-consuming process, but providing as much information as possible from the beginning of the process will increase the likelihood that the automated process will verify. You will need to keep trying until you are verified by Microsoft.

Remember to use a familiar device from which you regularly access your Microsoft account, as well as a familiar location.Microsoft will review your response and respond within 24 hours. If you are verified, you will be sent instructions on how to log back into your account, or if you are not verified, you will need to submit the account recovery form again. You can do this up to 2 times per 24 hours.

Please note that Microsoft Support will not be able to grant you access to your account and you will be sent back to the Account Recovery page linked above.

If your Microsoft Account Recovery request is not approved or is unsuccessful, please click on the attached link for more information: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

While this may not be the result you are looking for, if you are unable to successfully recover your account, you will need to create a new Microsoft account. You can do this by clicking this link: https://signup.live.com/

Please send us a response if there is any confusion or clarification in our description. Hope I helped!

Thank you for your understanding and cooperation.

Best Regards

Kokutou-MSFT |Microsoft Community Technical Support Expert