Can`t access to one of my emails

Question

on feb 23rd 2026 I have received an email stating that there was suspicious activity and my account was blocke, last year aprox I have changed my phone number and I cannot access my accout because it asks for the code that was sent to the old number , I need help please

Answer 1

Dear Mayela Tenorio Gutierrez

Please note that this is a user-to-user community. As moderators, we have limited access to internal development details. Our role is to direct users to the appropriate support channels and resources. While we cannot provide backend analysis, we will do our best to assist within our responsibilities. 

Thank you for reaching out to the Microsoft Q&A forum. I understand you are having problem with signing in to your Outlook.com because the account was blocked for suspicious activity and the verification code is going to an old phone number you no longer have access to. Please follow these steps:  

• Use the unblock flow. Go to Unblock my Outlook.com account.  
• If the “locked” screen asks for a phone number, enter a phone you can access (it does not need to be the old number). If you see “Microsoft account has been locked”, you can use any phone number to request the security code; it does not need to be associated with your account. Use your current number (or a trusted family member’s number you can access) to receive the code and proceed, then update security info after you regain access.  
• If you are not receiving codes or get a “try another method” / “cannot send text” type error. Follow Troubleshoot Microsoft verification code issues .  
• If you cannot verify with any method (only the old number is shown and there is no usable alternative). Use the account recovery form. Prepare a working contact email you can access, and as much accurate account history as possible. 
• If the message indicates the account is disabled/suspended (not just “temporarily blocked/locked”). Submit the Account Reinstatement request form for a review of account status. Use this only when the sign-in experience indicates suspension/disabled state.  
• If all steps fail 
  • Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours) 

Thank you for your understanding. 

Answer 2

Because the phone number on the account is no longer accessible and the account was blocked for unusual activity, the only options are to use a different verification method or go through the official recovery/unblock flows.

Follow these steps:

1. Try to unblock the Outlook.com account
   • Go to the Outlook.com unblock page and start the process using the Sign-in Helper: Sign-in Helper.
   • Follow the on-screen instructions to send a security code to any available method (alternate email, trusted device, or other security info).
2. If the only method shown is the old phone number
   • On the verification screen, look for options like I don’t have any of these or Try another verification method.
   • If another method (alternate email, authenticator app, etc.) is available, select it and complete verification.
   • If no other method is available, proceed to account recovery as below.
3. Use the Microsoft account recovery form
   • Go to the account recovery form: https://account.live.com/acsr (from a device and location normally used to sign in).
   • Enter the blocked email address and an alternate email where Microsoft can contact.
   • Fill in as much accurate information as possible (old passwords, recent email subjects, contacts, folder names, etc.).
   • Submit and wait for the result; if declined, adjust answers and resubmit (up to a couple of times per day).
4. If sign-in attempts are blocked or codes are not sent
   • Avoid repeated attempts; wait at least 24 hours without trying to sign in again, as repeated attempts can extend temporary blocks.
   • After waiting, try again using the Sign-in Helper or recovery form.
5. If still unable to regain access
   • Contact Microsoft Support using another account:
     • Go to the Microsoft Support contact page.
     • Choose help for Microsoft account & billing → Password reset or account recovery or Manage Account Security.
     • Use chat or callback (if available in the region) to get guidance on the recovery process.

If none of the above methods work and no security info besides the old phone number is available, only successful completion of the recovery form can restore access; support agents cannot bypass the automated identity checks for consumer Outlook.com accounts.

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References:

• Unblock my Outlook.com account
• What happens if there's an unusual sign-in to your account
• Troubleshoot Microsoft verification code issues
• Can't send or receive email in Outlook.com
• Microsoft account has been locked
• Can't sign in to my email - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A