I am locked out of an account with rejected support requests

Question

I am locked out of my account as I cannot remember the password (not this account that I am using). There is no possibility of me finding the password, I didn't save it anywhere. I have a phone number linked, but each time I try to use the phone number recovery feature it cancels on me and says that that form of authentication is not available. I have completed the form for recovery and been rejected despite providing my recent emails and subjects to the word. I am very frustrated, and angry that after hours of this I can't find so much as a helpline to call, it's been incredibly frustrating having to read unhelpful articles that do not cut to the chase and talk to robots in order to get nowhere. I have re-filled out the form but I am not hopeful as I have no more information that I am able to provide. I don't understand why my phone number recovery doesn't work. I need access to this account as my gaming profiles and PC are connected and currently not accessible, as well as it being the email I use for job applications.

Answer 1

Hello Scarlet Bryan,

Thank you for reaching out here in Microsoft Q&A Forum!

I am sorry to hear about this incredibly frustrating and stressful experience. Being locked out of an account with such critical information tied to it, and then being sent in circles by automated systems, is a terrible situation. I completely understand why you're angry.

The behavior you're seeing, where your phone number recovery is unavailable and your recovery form is being rejected, is a direct result of Microsoft's automated security systems. These systems are designed to protect against hackers, but they can be incredibly difficult to navigate when you're a legitimate user.

Here's what I recommend you should do next:

1. Resubmit the Microsoft Account Recovery Form – Carefully and in details  

• Go to the Account Recovery Form via https://account.live.com/acsr   
• Enter your locked out email and a different working email for Microsoft’s reply   
• Provide as much accurate detail as possible, such as:    
  • Previous passwords you remember   
  • Folder names you created   
  • Email subjects and contacts you frequently wrote to   
  • Recovery phone number or backup email you may have used   
  • Previous billing/card info   
• Submit and wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• You can refer to this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form   

Tips:   

• Double-check the inbox (and spam/junk folder) of the alternate email address you provided in the form.   
• Make sure you used the correct contact email each time you submitted the form.   
• Submit from a trusted device/location: If possible, submit the form from a computer or network location you frequently used in the past to access your account. 
• Wait at least 24 hours between attempts. Multiple failed logins can extend the lockout period.   

2. Contact Microsoft Support team via a different Microsoft account. 

If the recovery form fails, contact Microsoft directly:

• Visit Contact - Microsoft Support     
• Search for "Account Recovery" in the search box.   
• Click "Get Help" and press Enter.   
• Navigate through the support options to find "Contact Support."   
• Choose a relevant option like “Password Reset/Recovery” or “Manage Account Security.”   
• For product/service, select "Other Products."   
• For category, choose "Manage Account Security."   
• Look for and select "Chat with a support agent in your web browser" or a similar callback option.   
• Explain your situation clearly   
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.    
• Please note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further  

Besides, you can contact Global Customer Service phone via Customer service phone numbers - Microsoft Support

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: Account recovery unsuccessful - Microsoft Support

3. Submit the Account Reinstatement Form (Last resort)

If you receive a message saying your account has been locked due to suspicious activity, Microsoft does not offer manual verification, all recovery is handled by automated systems, and support agents cannot bypass these checks.

You should follow the steps at Account has been locked - Microsoft Support. If the block persists, submit the Account Reinstatement form at https://www.microsoft.com/en-us/concern/AccountReinstatement, which is specifically for accounts locked due to suspicious activity and different from the Account Recovery (ACSR) form.

Thanks for your precious time and understanding. Please feel free to let me know how it goes. I’m here to help as much as I can. Take care!  

Warm regards, 

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