Account Recovery Is Broken. Locked Out After “Successful” Recovery. What do I do??

Question

This has been the worst account support experience.

I was recently kicked out of my Microsoft account (A separate one from this account) and discovered that the listed security email is not mine, but rather an address I have never seen before. This account was created years ago, long before passkeys, authenticators, or recovery codes were used, and I had no reason to revisit security settings since I've never had issues before.

I would not send a verification code to an unfamiliar email address, I attempted to sign in and eventually hit the attempt limit. Microsoft locked the account. Fine.

What followed was a week-long loop of filling out the account recovery form twice a day, every day, with no meaningful feedback. The AI help system repeatedly told me to fill out the same form. Emails from Microsoft told me to fill out the same form. Every attempt to access Microsoft Help directed me to sign in first, which was the issue.

Finally, this past Friday, I received an email stating my information was sufficient and I could reset my password. Great. I immediately did so and attempted to replace the compromised security email with my phone number, only to be told this would take 30 days. Stupid but whatever. During this period, Microsoft was not allowing me to implement the authenticator app, or passkey, or find the recovery code until the security info was changed.

Less than 24 hours later, I was kicked out again.

The security email had changed to another address I have never seen, my password was altered, and I am back to square one.

If security info changes take 30 days, how did it change overnight?

How does an account get “recovered” only to be immediately re-compromised?

Why is there no escalation path for an active security breach?

• Why is the entire recovery process handled by automated loops?
• Why is there no help for any of this!

At this point, I have no access to my account, no authenticator, no recovery code, no support channel, and no confidence that any Microsoft protection even works. After repeating the same thing Microsoft instructed, I am worse off than when I started.

This is a complete lack of support.

If this forum is actively monitored by Microsoft, it should be clear that this system is fundamentally broken. While researching this issue, I have seen multiple others with a similar issue, where they also complain about the lack of help received.

What do I do now? Give up and lose everything?

Answer 1

It sounds like you're experiencing a frustrating situation with your Microsoft account recovery process. Here are some steps you can take to address the issues you're facing:

1. Verify Account Ownership: Since your account has been compromised, it's crucial to ensure that you can verify your ownership. This might involve providing information that only you would know.
2. Contact Microsoft Support: If you haven't already, try reaching out to Microsoft Support directly through their official support channels. Explain your situation in detail, and they may be able to provide assistance beyond the automated systems.
3. Escalation Request: When contacting support, request to escalate your case. Sometimes, speaking with a higher-level support representative can lead to more effective solutions.
4. Monitor for Unauthorized Changes: Keep an eye on any unauthorized changes to your account. If you notice any suspicious activity, report it immediately to Microsoft.
5. Consider Security Measures: Once you regain access, consider implementing additional security measures such as enabling two-factor authentication (2FA) and regularly updating your security information to prevent future issues.
6. Document Everything: Keep a record of all your communications with Microsoft, including dates, times, and the content of your messages. This documentation can be helpful if you need to escalate your case further.

While the recovery process can be automated and frustrating, persistence in contacting support and clearly communicating your issues can sometimes lead to a resolution.

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References:

• Overview of Microsoft Entra ID Account Recovery
• How end users can perform account recovery in Microsoft Entra ID