Can’t reset password and recover account

Question

I have tried to recover my account {not this one}. When i try to recover it sends a code to my phone but my phone number seems to be duplicated. When i input one it won,t let me send another code to the same phone number again. When i try the recovery form it says i can,t use it because i have the two phone numbers……

Answer 1

Hi, thank you for replying. In this case, you may reach Microsoft Accounts and Billing support by following the steps below:

Go to this link: https://support.microsoft.com/home/contact

In the search bar, type in your issue and then press Enter.

Scroll down to the bottom and select the blue button "Contact Support"

Answer 2

Hi, I'm Bernard, a fellow Windows user. I'm happy to help!

Can you still access your recovery email? If yes, kindly recover the account using the linked recovery email:

 

Go to this link: https://go.microsoft.com/fwlink/?linkid=2273955

 

Enter your email, then select Next

 

You can enter your recovery email to get the code, or if you cannot remember the recovery email, select I don't have any of these. Then fill out the form to recover the account

https://account.live.com/acsr

 

Please complete the form and expect a reply within a couple of days.

Answer 3

It sounds like you're experiencing issues with account recovery due to the duplication of your phone numbers. Here are some steps you can take to resolve this issue:

1. Check Your Security Info: If you can access your account briefly, go to the Microsoft Account Security page and review your phone numbers and recovery options. Ensure that the phone numbers listed are correct and remove any duplicates.
2. Use the Recovery Form: If you're unable to receive the code, try filling out the recovery form with as much accurate information as possible. This includes recent email subjects, folder names, and contacts you've emailed. If you see a message saying you can't use the recovery form due to having two phone numbers, ensure that you have only one active recovery method listed.
3. Contact Microsoft Support: If the above steps do not work, you may need to contact Microsoft Support directly. You can do this by going to the Microsoft Support page and selecting the appropriate options for account recovery. They may provide additional assistance in resolving the issue with your phone numbers.
4. Try Different Browsers or Networks: Sometimes, using a different browser or network can help with the recovery process. Consider trying to reset your password in InPrivate mode or clearing your browser cache and cookies.

Remember, two-step verification cannot be turned off unless you are signed in, so regaining access to your account is crucial first.

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References:

• Can’t sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A