**HELP** I cannot get into my microsoft account because my old phone number is attached to it

Question

Please help, I have submitted all the forms provided and keep getting DENIED. I set up this account years ago and have a new card and phone number. The only information I can provide to verify my identity is an email, maybe some old passwords and a device ID. They have not given me any other options and just keep denying me. At this point I am begging for help with this situation. I am signed in to my PC, the same one I have had this entire time with this same account. Every time I chat with them they cannot do anything. I do not understand why this is happening and how there is no other way that I can recover my account.

Answer 1

If you are unable to access your Microsoft account due to an old phone number being associated with it, there are a few steps you can take to try to recover your account:

1. Use the Account Recovery Form: Since you have already submitted forms but were denied, ensure that you are providing as much accurate information as possible. This includes any old passwords, email addresses associated with the account, and device IDs.
2. Contact Support: If you are signed in to your PC with the same account, you may have more options available. Try reaching out to Microsoft Support directly through the support channels available for your region. You may need to explain your situation in detail to get the necessary assistance.
3. Check for Other Recovery Options: If you have access to any other recovery options (like an alternate email), make sure to utilize them. Sometimes, Microsoft may allow recovery through different means if the primary method fails.
4. Admin Assistance: If this account is part of a corporate or educational organization, reach out to your IT department or the admin who manages accounts. They may have the ability to reset the account or provide additional recovery options.
5. Update Security Information: Once you regain access, consider updating your security information, including the phone number and recovery email, to prevent future issues.

If these steps do not resolve your issue, you may need to persist with Microsoft Support until you find a resolution.

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References:

• Customer Support Portal - Troubleshoot Microsoft Identity Platform login
• Troubleshoot sign-in issues and account access problems

Answer 2

Hey there! Nice to meet you!

Aside from your old recovery phone number, do you have other security information/verification methods, email, or phone number linked to the account that you can access?

Do you see any unfamiliar email addresses/phone numbers upon signing in to your account or when resetting the password?

Did you have two-factor authentication (2FA) active on the account? If yes, are you able to access the second factor of authentication?

Also, do you still have the 25-character recovery codes for 2FA?

Lastly, may I know when was the last time you successfully signed in to your Microsoft account?

Best regards,

Darhyl

Answer 3

Thank you for the information.

Since you do not have an active 2FA and no access to the recovery phone number, I'm afraid the only way to recover the account is through the account recovery web form: https://account.live.com/acsr

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to grant you access to your account.

Thank you for your understanding.

Best regards,

Darhyl