Locked out of Microsoft account - linked Google account got locked and recovery form not working

Question

Hello,

I am unable to access my Microsoft account and I need urgent help with account recovery.

Here is my situation:

• My Microsoft account was linked to a Google account as a sign-in method
• My Google account has been locked by Google, so I can no longer use it to sign in to Microsoft
• I also forgot my Microsoft account password
• I tried the account recovery form at account.live.com/acsr but I keep getting a message saying I have not provided enough information
• I am now completely locked out of my Microsoft account with no way to get back in

I have already tried:

✗ Signing in with my Google account (locked)

✗ The forgot password option

✗ The account recovery form (rejected)

I am not able to find a live chat or call option on the support website either.

Could a Microsoft support agent please contact me or guide me on how to verify my identity manually and regain access to my account?

Thank you

Answer 1

Hello Mursal

Thank you for reaching out to Microsoft Q&A forum

I can see that you are lock out of your Microsoft account because it's link to Google account log in, but your Google account is also locked.

Do you have any other alternate sign in method with Microsoft account beside Google account?

A support agent cannot contact you, instead you have to reach out to them first for help. I can guide you to get in contact with Microsoft Support.

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Live chat, click "Get Help", and then click "Contact Support" below.
3. 
4. In this section, you will need to sign in to your Microsoft account. 
5. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
6. 
7. You can select " Chat with a support agent in your web browser " to access the chat window. 
8. 

I hope you can get the support you need, have a nice day.

Answer 2

Account recovery for Microsoft accounts is fully automated and cannot be handled manually by support agents or moderators.

Based on the described situation (Google sign-in no longer available, forgotten Microsoft password, and recovery form rejections), the only available options are:

1. Use the Sign-in Helper tool
   • If two-step verification is not enabled and the verification options shown during password reset are not recognized or usable, use the Sign-in Helper tool to see guided options for recovery:
   • Sign-in Helper
2. Use the Microsoft account recovery form again
   • The recovery form is the only way to prove ownership when normal reset methods fail. It is designed to ask questions that only the account owner can answer.
   • Guidance for improving the chances of success is here:
     • Help with the Microsoft account recovery form
   • Key points from the guidance:
     • Use a device and location previously used to sign in (home/office).
     • Ensure a working alternate email is available to receive the result (this can be any active email, including a newly created Outlook.com address).
     • Before refilling the form, gather as much information as possible (old passwords, details of recent activity, etc.) as described in the guidance.
   • If a submission is rejected, it is possible to try again up to two times per day with improved information.
3. If the recovery form remains unsuccessful
   • If the recovery request is not granted, the guidance is to keep trying, up to two times per day, after reviewing the recovery-form help article and video:
   • Account recovery unsuccessful
   • Support agents and advocates are not allowed to:
     • Send password reset links
     • Access or change account details
     • Manually verify identity or unlock the account
4. If two-step verification was enabled and no verification methods are accessible
   • If two-step verification was turned on and none of the configured verification methods (phone, email, app) are accessible, recovery is not possible. Support agents cannot bypass this for security reasons.
5. Contact options
   • For consumer Microsoft accounts, phone or chat support cannot override or manually verify identity for locked Microsoft accounts. Any contact with support will still direct back to the automated recovery process and the recovery form.

If access cannot be restored through the Sign-in Helper and the recovery form (with accurate, detailed information from a familiar device and location), the account cannot be recovered.

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References:

• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• Account recovery unsuccessful