Changed phone and email before changing them in my 365 account. it is now locked.

Question

I have an existing 365 acct. via one computer. Forgot to change my phone and email acct. in 365 and now it is locked because it doesn't recognize my new email/phone. Now, I also just bought another computer and new 365, but it attaches to my old account that is locked. It says I have 30 days to wait. At the same time. I have both "keys" right in front of me. Why can't I just put the original key in and fix the account? Then I could just add the new one for the new computer?

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Answer 1

Hi, John Morgan

Thanks for reaching out to Microsoft Q&A forum.

What’s blocking you isn’t the “key”, it’s the Microsoft account security lock. When security info (phone or recovery email) is changed or removed, Microsoft can put the account into a restricted 30 day state to prevent hijacking, and a product key can’t override that.

Here are some suggestions you can try:

If you see “Security info change is still pending”, try to cancel the pending change (only if you still have access to the old phone or old recovery email). Go to the Microsoft account Security page and use the cancel this request link shown in the pending notice. Cancelling is the only way to avoid the 30 day restriction, because it reverts to the previous verified security proofs.

If the account is “locked” (unusual activity), complete the unlock prompt with a security code. Microsoft’s own guidance is to sign in at account.microsoft.com and request a security code. Importantly, the code can be sent to a phone number that can receive SMS, it does not have to be the number already on the account, which helps when you’ve changed devices.

For the newly purchased Microsoft 365 that “attached” to the locked account, contact Microsoft Support to fix the account association, or refund and repurchase under the correct sign-in. In practice, once a key or subscription is redeemed it is typically tied to the Microsoft account used at redemption, so Support is the right path when it landed on the wrong account.

After you regain access, add the Microsoft Authenticator app (and a backup method). People who’ve been through the 30 day lockout report fewer repeat lockouts once an Authenticator method is on the account, because it strengthens verification.

Hope this helps. Feel free to get back if you need further assistance.

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