Account access

Question

Account access

H G Morgan 20

I have a problem with my passkey and/or password and the automated help support is not able to solve it. I tried account reset and while I was resetting my password in that process it hung up and gave a MS error message. I retried account reset and now it wants more information than provided the first time and more about history than I can provide. I have had chats and they have given me different links which involves providing information and then waiting 24 hours to be told there is nothing wrong or more information (that I don’t have) is needed about prior emails. I am 8 days into this process that seems to be a loop with no easy exit. Is there any path that leads to a human with the authority to solve this?

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Answer 1

Harold Milan 17,525 Independent Advisor

Hi,

To help you better, could you let me know what account are you using is it work/school or personal account? Once I have that info, I’ll be happy to share some steps that might help resolve the issue.

If your account is work/school account our organization’s IT admin can reset it.

then if your account is personal there is no human at Microsoft who can override or reset your password/passkey, no matter who you talk to. The only recovery path is the automated form:

https://account.live.com/acsr

Sometimes the form hangs because of throttling, cooldowns, or a partial reset state. Here’s a short, realistic checklist that gives you the best chance of success:

Wait a full 24 hours without any attempts (no sign-in, no recovery tries).

Try again from:

The same device & network you last used successfully (best signal of legitimacy), or

A different browser/device/network if the page itself won’t load.

Keep your responses consistent across attempts (contradictions can trigger blocks).

If the form still won’t move after a couple of days of trying the above, the account may be in a lock state that can’t be overridden. I know that’s hard to hear, but it is the only way to recover you account

Feel free to reply anytime I'm here to help!

H G Morgan 20 Reputation points

2026-01-20T16:35:43.7066667+00:00

Thank you. It is a personal account and I will wait a couple of days and try again. If unsuccessful the task of getting access to all the places that use email for a user name will begin. :(
Harold Milan 17,525 Reputation points Independent Advisor

2026-01-20T16:42:29.2466667+00:00

Thank you for letting me know. I understand how stressful it can feel when you’re locked out of an account especially one that’s tied to so many other services. Waiting a couple of days is a good step, and I’m really hoping the system clears things on its own for you. If things still don’t work after that, I know it can seem overwhelming to start updating all the places where your email is used as a username. Just remember you don’t have to tackle everything at once taking it slowly, one service at a time, makes the process much easier to manage.

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Account access

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