Cant Login

Question

I had my phone stolen, and I cannot log in to my account now. I guess they tried to access my emails, and now the only way to unlock is by sending a code to my email. Which obviously I cannot access. I am abroad and my eSim was sent to that address, but I need a live chat. I tried the account recovery and it did not work!

Answer 1

Hey there! Nice to meet you!

Since you do not have access to your old recovery email address for password reset, I'm afraid the only way to unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

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.

Also, you mentioned: "I guess they tried to access my emails," and "I am abroad and my eSim was sent to that address,"

Your account may have been blocked either due to a hacker repeatedly trying to sign in to your account, which triggered the system to detect multiple failed sign-in attempts, resulting in the account being temporarily blocked, or possibly because you are signing in from a new location.

If the account block is due to unauthorized access, once you have regained access to your account, kindly secure your account by enabling the two-step verification feature and ensure that your verification methods are updated on account.microsoft.com > Security > Manage how I sign in

Then, I recommend following the guide from this thread to prevent unauthorized logins: https://learn.microsoft.com/answers/questions/4049625/someone-is-repeatedly-trying-to-access-or-hack-my?forum=windows-all&referrer=answers

If the account block is due to signing in from a new location, I suggest checking this article for tips on accessing your account when you travel: https://support.microsoft.com/office/how-to-access-outlook-com-when-traveling-c44f16da-7156-4890-853c-286aafeda87e

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

Best regards,

Darhyl

Answer 2

Where is the live chat

Answer 3

If your phone was stolen and you are unable to access your email account because the verification code is sent there, you can try the following steps:

1. Account Recovery: Since you mentioned that the account recovery did not work, ensure you are filling out the recovery form with as much accurate information as possible. Provide details like recent email subjects, folder names, and contacts you’ve emailed to help verify your identity.
2. Contact Microsoft Support: Since you are abroad and need immediate assistance, try to contact Microsoft Support directly. You can do this by visiting the Microsoft Support page and selecting options related to account recovery. If you can create a new account temporarily, you can use it to reach out to support.
3. Alternative Recovery Options: Look for options like “I don’t have any of these” during the recovery process, which may trigger an alternative recovery method.
4. Secure Your Account: If you suspect unauthorized access, it’s crucial to secure your account. Consider running antivirus scans on your devices and changing passwords on other linked accounts.
5. Live Chat: If available, seek out the live chat option on the Microsoft Support page for immediate assistance.

These steps should help you regain access to your account or at least get in touch with someone who can assist you further.

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References:

• Unable to change password in my Outlook - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A