My Outlook account is locked. My phone number has changed. How can my Outlook account be unlocked and my password reset if I do not have the same phone number?

Question

My outlook account was locked. My phone number was compromised so I have a new phone number.

How do I unlock my outlook account and reset password?

Answer 1

To unlock your Outlook account and reset your password without access to your old phone number, you can follow these steps:

1. Contact Another Admin: If you have another admin in your organization, ask them to reset your password for you.
2. Contact Support: If there are no other admins available, you will need to contact Microsoft Support for assistance. You can find the appropriate support contact for your region at Support for Business Products.
3. Update Your Phone Number: Once you regain access, make sure to update your phone number in your account settings to avoid similar issues in the future.

If you encounter an error stating "We could not verify your account," it may be due to the UsageLocation parameter not being set for your user account. In this case, you will also need to work with another admin to set your mobile phone number or your user location.

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References:

• Solve account access problems
• "We could not verify your account" error when you try to reset your admin password in Microsoft 365, Intune, or Azure

Answer 2

Hi Joan,

Thank you for posting, I am here to help. I’m Sorry you are having this problem. Your Outlook.com account might be temporarily blocked because we noticed some unusual sign-in activity. We know that having your account blocked is frustrating, but we also want to protect you from fraud or abuse.

To unblock your account click this link to open the sign in helper:

https://aka.ms/sign-in-helper

The tool will ask you to enter the email address or mobile phone number you're trying to sign in with and check the details you provide. If we detect a problem with your account, Microsoft will tell you what you need to do to solve the problem.

For more information you can check this article: Unblock my Outlook.com account

https://support.microsoft.com/en-us/office/unblock-my-outlook-com-account-f4ad2701-d166-4d8b-8a6a-9af2a1f8a4c4

I hope you find this information helpful. Please let us know if you have any further questions If the answer is helpful, please click "Accept Answer".

Best regards,

Jansher