Locked Out of Account and Being Charged for Dormant Subscription

Question

I am extremely frustrated and need immediate assistance. I have been trying repeatedly to log in to my Microsoft account, but I am completely locked out because I am not receiving any authentication codes in the Microsoft Authenticator app. I have attempted to sign in multiple times in numerous ways, verified my credentials, and followed all the generic troubleshooting prompts exactly and yet no code ever appears. As a result, I cannot access my account at all.

Meanwhile, I am being charged hundreds of dollars for what should be a dormant subscription. I cannot even log in to cancel the subscription or manage billing because of this authentication failure. It is unacceptable to continue billing a customer while simultaneously preventing them from accessing their account to stop those charges.

Answer 1

If you are locked out of your Microsoft account and unable to receive authentication codes from the Microsoft Authenticator app, there are a few steps you can take to regain access:

1. Account Recovery: Use the Account Recovery Form to attempt to recover your account. Make sure to provide as much information as possible to verify your identity.
2. Wait for Lockout Period: If you have attempted to sign in too many times, your account may be temporarily locked. Typically, this lockout lasts about 24 hours. Avoid further attempts during this time as it can reset the cooldown.
3. Contact Microsoft Support: Since you are facing billing issues while being locked out, it is advisable to contact Microsoft Support directly. They can assist you with both account recovery and billing concerns. You can find support options by visiting the Microsoft support page and navigating to the billing section.
4. Emergency Access Account: If you are an administrator, consider creating an emergency access account (also known as a break-glass account) to prevent future lockouts. This account allows you to regain access to your organization’s account in case of emergencies.
5. Monitor for Charges: While you are resolving the access issue, keep track of any charges. If you regain access, you can manage your subscription and billing settings accordingly.

These steps should help you address both the account access and billing issues you are experiencing.

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References:

• Troubleshoot sign-in issues and account access problems
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A