Windows account lost password, phone number changed

Question

Hi,

I'm trying to help my Dad, with a recent update to phone link he needs to sign back in to use the app, unfortunately he's forgotten his password for his windows account. He can still log onto his laptop with the pin number using said account but there's no microsoft password saved anywhere in the system that I can find. Phone link actually give the option to use the pin to log in but when it's entered goes straight to an enter password page.

Unfortunately he changed his phone number last year but didn't update so I can't use the password reset either, the account login is a gmail.com account that he has easy access too but that can't be used as a validation method for some reason and only the old phone number is offered.

I've tried the reset option where you provide as much detailed information as you can and a person will review it but even when I copy the last 4 email recipients and subjects word for word the request is denied instantly so I'm stuck on how to proceed and any advice is appreciated.

Thanks

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Microsoft always recommends that users have at least three verification methods. So even if one method gets disabled or becomes inactive, you can use another method to reset your security information.

If you no longer remember your password and only you have provided with your old number for verifying your identity, replacing the phone number is the only option to regain access to your account.

That is, on the Verify Your Identity screen, select 'I don't have any of these' and follow the prompts to replace the security information.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours.

Note - If you remove all of your previous security information and replace it with something new, your account will be put in to an restricted state for 30 days.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information:

Account recovery unsuccessful

So, you can only reset your password after 30 days.

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Answer 2

To regain access to your Dad's Windows account, you can follow these steps:

1. Use the Self-Service Password Reset: Since he can log in with a PIN, you can try to reset the password from the Windows login screen. After entering the PIN, look for a link that says "Forgot my password" or similar. This may allow you to initiate a password reset process.
2. Account Recovery Form: If the self-service reset does not work, you can continue using the account recovery form. Make sure to provide as much accurate information as possible, including previous passwords, account creation details, and any other relevant information that may help verify ownership of the account.
3. Contact Microsoft Support: If the recovery form continues to be denied, you might need to contact Microsoft Support directly. You can explain the situation and provide any relevant information they might need to assist you in recovering the account. You can sign in with any Microsoft account to contact support, or create a new one if necessary.
4. Update Recovery Information: Once access is regained, ensure that the recovery phone number and email address are updated to prevent similar issues in the future.
5. Alternative Recovery Options: If he has another Microsoft account or email that is linked to the account, try using that for verification during the recovery process.

These steps should help you navigate the recovery process for the Windows account.

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References:

• My Microsoft account is blocked. - Microsoft Q&A
• Forgot password to sign in to Microsoft 365, Intune, or Azure