Can't recover account

Question

I'm trying to help my mother in law change from an iphone 7 to an iphone xr. It wants her to sign into her email again on the new device. She had the password written down, so we tried to enter it, but it is saying it's invalid. We tried forgot your password, but the only phone number connected to her Microsoft account is a home phone, and only option is text message so it keeps saying the text won't go through. We tried passcode, but that requires iOS 16 and the iphone 7 can't upgrade to it so that isn't an option. We tried to "recover" her account and have the recovery email code sent to my email address. However, I got the email saying that it determined the info provided was not sufficient to prove it was her. That is really strange because it asks you to list some people you recently emailed and subject lines and I know those are correct because I could get into her account on the one device to make sure it was correct. It won't let me add a cell phone number to her account without being able to sign in. I wish it would allow a recovery key sent to her email but text is the only option. Tried calling Microsoft and when they find out what you are calling for, the IVR just hangs up on you. Help - how do we recover her account or at least get her signed in on the new phone?

Answer 1

Thank you. I won't say it is surely possible but you can ask them:

Please contact Microsoft Support for further assistance.

Please go to the https://support.microsoft.com/contactus page

Type "Chat with someone" option and press Enter.

Please click on the "Contact support" button at the bottom.

Select the Product and Category for support based on your requirements.

The available support methods will be shown to you.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 2

Hi Kelly,

The only option you have is to use the Microsoft account recovery form. I would like to tell you that no support agent can override the automatic system to recover the account as per Microsoft's policy.

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Some tips to help you:

1. Use the same device, browser, and IP/location you usually sign in from; consistency matters.
2. Submit the form from a trusted network you’ve used before (home or office Wi-Fi).
3. Provide accurate recent passwords; even partial or older ones help.
4. Enter exact account details: full name, date of birth, country/region as originally set.
5. List recent activity precisely: last successful sign-in date, services used, approximate dates.
6. For Outlook/Hotmail accounts, include recent email subjects, recipients, and folders you created.
7. Add Xbox, Skype, or OneDrive details if linked—gamertag, console ID, or file names.
8. Use the same recovery email/phone previously associated with the account.
9. Avoid guessing; leave fields blank if unsure—wrong info reduces chances.
10. If rejected, wait 24 hours, gather better details, and resubmit once.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 3

Because the normal reset options (text to home phone, passcode on iOS 16) are not usable and the first recovery attempt was rejected, only the official Microsoft account recovery and security flows can be used. There is no way for support or anyone else to bypass them.

Use these steps, in order:

1. Try the Sign-in Helper and standard reset again
   • Start from the Microsoft account sign-in page and choose Forgot my password.
   • Make sure the correct Microsoft account address is being used (including the correct domain such as @outlook.com, @hotmail.com, or any country variant like @outlook.co.uk).
   • If the username or password is reported as not working or the account as not existing, follow the guidance in My username and password have stopped working and the Sign-in Helper tool referenced in I can't sign in to my Microsoft account.
2. If all normal verification options fail, use the account recovery form again
   • This is required when there is no usable phone or email security info and the password is not accepted.
   • Before submitting again, follow the guidance in Help with the Microsoft account recovery form:
     • Use a device and location that have been used to sign in to this account before (for example, the old iPhone 7 or a home PC where the account is already signed in).
     • Gather as much information as possible about the account and services used with it (Outlook/Hotmail):
       • Exact subject lines of recent emails sent from the account.
       • Email addresses of contacts recently emailed.
       • Any older passwords that might have been used.
       • Correct domain of the email address (for example, @outlook.com vs @outlook.co.uk).
     • Answer every question on the form, and use the “add more” options to provide additional contacts and subject lines. Wrong answers do not count against the request, but more correct detail increases the chance of success.
   • Submit the form via the official Account recovery form link referenced in the article. If the request is denied, it can be resubmitted with improved information.
3. If the account uses two-step verification and no security method is accessible
   • The documentation states that if two-step verification is turned on and none of the alternate methods (phone, email, authenticator) can be accessed, support agents cannot override this or send manual reset links. In that case, the automated recovery systems are the only option, and if they fail, the account cannot be recovered.
4. If the password is known but security info is lost
   • If the password is ever successfully accepted on any device, immediately go to Advanced security options for that Microsoft account and:
     • Use Add a new way to sign in or verify to add a mobile number or alternate email that can receive codes.
     • After confirming the new method, remove the unusable home phone security info.
   • When changing security info, avoid removing all methods at once to prevent a 30‑day restriction, as described in Troubleshoot Microsoft verification code issues.
5. If sign-in is blocked due to unusual activity
   • If there were recent alerts or unusual sign-in detections, follow the steps in What happens if there's an unusual sign-in to your account to review recent activity and secure the account once access is regained.

If repeated, fully detailed submissions of the recovery form from a known device and location continue to be rejected, the account cannot be recovered under Microsoft’s documented processes, and a new Microsoft account will be required for future use.

---

References:

• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• What happens if there's an unusual sign-in to your account