My new account has been locked

Question

My new Microsoft account was locked and i don't know why. the only thing I've done was contact support to try to get my hacked account back and nothing else, and whenever i try to unlock it using a phone number it says the verification method isn't working.

---

Moved from: Microsoft Security | Microsoft Identity Manager

Answer 1

If your Microsoft account is locked and you're unable to unlock it using the verification method provided, there are a few steps you can take:

1. Contact Support: Since you mentioned that you contacted support regarding your hacked account, it may be beneficial to reach out to them again for assistance in unlocking your account. They can provide specific guidance based on your situation.
2. Check Mobile Number: Ensure that the mobile number associated with your account is correct. If the verification method isn't working, it might be due to an incorrect or outdated phone number. You may need another admin to help set or verify your mobile phone number if you have access to one.
3. Usage Location: If you are an admin and the UsageLocation parameter isn't set for your account, this can prevent self-service password resets. You may need to work with another admin to set your user location in the Microsoft 365 portal.
4. Alternative Verification Methods: If you have set up other options for security verification, try using those instead. You can select Other verification options during the unlock process.

If these steps do not resolve the issue, you may need to escalate the matter with Microsoft support for further assistance.

---

References:

• Solve account access problems
• We could not verify your account

Answer 2

Hey there! Nice to meet you!

Based on your description and the error message you provided, that is an indication that the account is temporarily blocked due to unusual activity.

Please perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to perform another password reset.

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours), as this may reset the lock cooldown.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl