I cannot log in to account and I try everything

Question

I can't log into my account. Microsoft is taking money, but they haven't come up with a password reset that can be used to reset it. Phone number verification doesn't work. I've been trying the advice you have on the website: account recovery form https://account.live.com/acsr and provide as much detail as possible, for about three months now and without success. I provided my Skype name, credit card address, everything I know and I don't have any more, but it's still insufficient for your system and there's nowhere else to write it. Especially since next month another payment will be taken for something you won't even allow me to access. I literally had to log into my school account to write this request because you don't have functional support. I swear that if you refer me to resetting my password via the web form again, I'd rather cancel the entire bank account from which you're taking the payment, because it's easier than having to reset my own password.

Answer 1

Hello Sedláčková Lucie,

Thank you for posting your question in the Microsoft Q&A forum!

I understand that you are having issue with your Microsoft account. I truly understand how you feel. Let me assist you go through this situation.

Since you’ve already tried the ACSR form many times, I suggest you contact Microsoft support for the best assistance.

To contact Microsoft Support:

1. Visit this site: Contact – Microsoft Support
2. Type Contact in the search box.
3. Now, click on Get Help and select Contact Support or enter below to contact support.
4. Go to the Products & Services tab and choose the Microsoft 365 & Office category.
5. On the Category tab, choose Manage my subscription.
6. Go to Confirm.
7. You can now choose the Chat with a support agent option in your web browser.

The following images indicate in detail the steps to contact them:

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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