Help Unblocking Email

Question

I have a .msn account that has been blocked and I can't get back in.

I tried resetting my password and Microsoft is telling me that I need to use both email verification and an authenticator app. However, I have never set up that account with an authenticator app. So... I don't know how I'm supposed to provide 2 verifications.

I've tried online contact support and it keeps taking me back to websites that don't work or just tell me the same thing about 2-step verification.

I've tried calling support and it keeps taking me back to the websites that don't work.

Can someone please help with this?

Answer 1

Hello amkrauss27,

Thank you for reaching out to Microsoft Q&A Forum!

From your description, I understand that you’re unable to access your msn account because it’s asking for two-step verification with an authenticator app that you never set up, and I know how frustrating this can be. Please try the following steps:

1. Double-check all available verification options

• On the verification screen, click “I don’t have any of these” or “Try another way” (if shown).
• Check carefully if SMS, backup email or backup recovery codes are listed.

2. If you can still access one verification method > reset security info

• Visit https://account.live.com/proofs/manage
• When prompted for verification, choose “I don’t have any of these”.
• Follow prompts to replace your security info and enter a reachable contact (phone or email).

Note: Microsoft will hold changes for ~30 days and this cannot be expedited. After 30 days, you can add new security methods and reset the password.

3. If no working method is available > use the Account Recovery Form

• Go to the Microsoft Account Recovery Form
• Enter your blocked 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 line and frequent contacts
  • Previous billing/card info if any
• Submit from a device and location you used often with this account.
• Wait for Microsoft’s email response (usually within 24–72 hours). You may refine and resubmit up to twice per day.   
• Please refer to this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support
• If your Microsoft account recovery request was not granted or was unsuccessful, please check Account recovery unsuccessful - Microsoft Support for more information.

4. If the account says it’s locked due to suspicious activity

If you receive a message saying your account has been locked due to suspicious activity, please submit the Account Reinstatement form, which is specifically for accounts locked due to suspicious activity and different from the Account Recovery (ACSR) form.

You can also check the steps at Account has been locked - Microsoft Support

Thanks for your patience and understanding. Please feel free to reach back if you need further assistance. I’m here to help as much as I can. Take care!

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Answer 2

Hello:

Thank you for your response.

None of these options are working. I've tried several times.

There is a problem with step 2. I can't do this because I can't log into my locked account. I am logged into a different account to ask this question.

I can get to the part where I can submit a request to recover my account and it keeps telling me here is a temporary problem. It has been telling me this for several days and I've seen other people say it's been doing that for longer.