HELP, can't recover account and Microsoft contact phone redirecting my calls to the online form.

Question

Hi,

I recently reset my computer. I have also about a month ago reset my phone and email. I am unable to remember my Microsoft account password so can't sign back in to use the products I have paid for. I have tried the account recovery form 9 times using all the info I have, and keep getting rejected. I have exhausted all options. When I phone the contact centre they must recognise my number and just automate the call for me to use the online form and then it hangs up, so I cannot speak to anyone to resolve the issue. It is not fair if I have to repurchase Microsoft again - just so I can use it. HELP! what can I do when the contact centre just automates a hangup? I have my original 2011 product key cd, and have since kept purchasing the top ups online.

Thankyou Joanne

Answer 1

Hi Joanne Irving,

Welcome to Microsoft Q&A forum!

I understand how frustrating this situation is, especially after multiple attempts to recover your Microsoft account and being redirected back to the online recovery form when calling phone support. 

It’s important to clarify our role first: this forum is a public, peer-to-peer support space. Contributors here do not have access to Microsoft account systems and cannot reset passwords, validate product keys, or override account recovery decisions. That limitation is also why phone support is redirecting you back to the automated recovery process. 

At this stage, Live Chat support is the recommended support channel for personal Microsoft accounts, as it allows a support agent to review your situation and explain the available options. While live chat cannot bypass or approve a recovery request, it is the most appropriate channel when the recovery form has been rejected multiple times and phone support is looping. 

To contact Live Chat support, please follow these steps: 

1, Visit the Microsoft Support contact page: Contact - Microsoft Support  

2, In the search bar provided on the page, type "Account recovery" and press Enter.  

3, Click on the "Get Help" button that appears.  

4, Scroll down the page until you see and click on the "Contact Support" option.  

5, When prompted to select your product or service, choose "Other Products".  

6, For the category, choose "Manage account security".  

7, Look for and click on "Chat with a support agent in your web browser".  

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  

9, When connected, clearly explain your situation. Be concise but include all relevant details  

For reference, Microsoft explains the behavior of unsuccessful recovery attempts and the limitations of support channels in this official article: Account recovery unsuccessful - Microsoft Support 

I hope this helps clarify why the phone channel behaves this way and guides you to the most effective support option available.