Change password when serial id was not accepted

Question

Trying to change password but serial id wasn’t accepted

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Moved from Microsoft 365 Insider | Install, activate, and update | Other

Answer 1

Hi Maria Walsh,

Thanks for posting your question on Microsoft Q&A.

When your account recovery process rejects your ID, it usually means Microsoft can’t verify your identity through your current security information

To provide you with the correct steps for troubleshoot, it's crucial that we first identify the type of account that has been unaccepted. The process for a personal account is very different from that of a work or school account. 

Could you please help me with the following questions? 

1. Account Type**:** Is the affected email address for a personal Microsoft account (e.g., ending in @outlook.com, @hotmail.com, @gmail.com that you created for services like Skype or Xbox) or a work/school account provided by an organization (e.g., ******@company.com)?
2. Do you still have access to any options for the account, such as a backup email or phone number? 
3. Could you share a screenshot of the sign-in alert (with any personal information removed), so we can better understand where it's coming from? 

Please let me know the details above so I can guide you more precisely. Your account security is very important, and I’ll do my best to help you resolve this. 

Answer 2

This is a personal account with outlook.com

my grandson has autism and confused about passwords and has changed his mobile 3 times since opening his account.

im his grandmother and hopeless with this situation

could you please call us from 2 very distraught people. [Moderators note: PII removed]

I bought him a new Xbox and can’t transfer all the games that I have bought him over the years.

[Moderators note: PII removed]

it’s no use sending us tutorials or chat. I need a real person

"Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data."