Old phone number linked to my Microsoft account — cannot receive 2-step verification code

Question

Hello,

I am having trouble accessing my other Microsoft account because two-step verification is sending a code to a phone number that I no longer have access to.

That phone number now belongs to someone else. I previously tried contacting the person who currently has the number to ask for help receiving the verification code, but I have not received any response. It seems they may believe the request is suspicious, and I understand their concern. However, this has left me unable to access my account.

I am currently stuck because:

Two-step verification requires a code sent to my old phone number

I no longer have access to that number

I cannot sign in to update the security information

Is there any way for Support to verify my identity and help me remove or update the phone number linked to my account?

I am willing to provide any necessary identity verification details privately through official support channels.

Thank you in advance for your assistance.

Answer 1

Hello, I’m Virginia a fellow Windows user.

Unfortunately as you have 2fa enabled you cannot use the account recovery form so your options are limited to using the recovery code shown during 2fa setup or to try

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can try also https://support.microsoft.com/home/contact & choose Account Recovery.

Answer 2

To regain access to your Microsoft account when you can't receive the two-step verification code due to an old phone number, you can follow these steps:

1. Use the Account Recovery Form: Go to the Microsoft account recovery page at https://account.live.com/acsr. Select "I forgot my password" and enter your email address. Follow the prompts to recover your account. If you have two-step verification enabled, you will need to access at least one of your security methods.
2. Provide Accurate Information: When filling out the recovery form, provide as much accurate information as possible, such as recent email subjects, folder names, and contacts you've emailed. This can help Microsoft verify your identity.
3. Contact Microsoft Support: If the recovery options do not work, you can contact Microsoft Support for further assistance. Visit https://support.microsoft.com/contactus and choose "Microsoft account & billing" followed by "Password reset or account recovery." Depending on your region, you may have options for chat support or a callback.
4. Identity Verification: Be prepared to verify your identity through the support channels. Microsoft may ask for details to confirm your identity before they can help you update your security information.

Unfortunately, you cannot turn off two-step verification without signing in first, so it’s crucial to regain access to your account through the recovery form or support.

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References:

• Can't sign in to my email - Microsoft Q&A
• Frequently asked questions about Microsoft Entra multifactor authentication