Cannot log into Microsoft account. I no longer have access to phone number relating to security.

Question

I have had many Microsoft products through the past few years. Xbox one, series S, and several computers and laptops. Recently my previous phone provider lost my phone number and I had to get a new one. I cannot change the phone number on the account and I am locked out of my PC with no way around it due to “something happened to your pin.” I don’t know what to do but I am really frustrated because this is a brand new PC I just built and am trying to set up for daily use.

Answer 1

Dear @Cheryl A Rodriguez,

Thank you for posting your question in the Microsoft Q&A forum.

We apologize for any inconvenience you may encounter when using our services/ products. Based on your description, kindly try these following steps: Sign in with your password (skip the PIN)

• On the Windows sign‑in screen, click Sign‑in options under the PIN box.
• Choose the key/password icon and enter your Microsoft account password.
• If you do not remember the password, reset it from another device using the official Reset password page and your email code: Reset a forgotten Microsoft account password.
• That flow will prompt you to pick email as the verification channel and then set a new password.

If you still stuck at the PIN screen

• Use Startup Repair / Safe Mode, then remove and re‑add the PIN after booting normally:
  • From the sign‑in screen, hold Shift and click Restart > Troubleshoot > Advanced options > Startup Repair. After repair, sign in with password and re‑set the PIN as above.
• If Windows Hello (face/fingerprint) is involved, follow Microsoft’s Windows Hello troubleshooting steps, then revert to PIN/password and re‑enroll biometrics.

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