I can't access the phone linked to my account due to relocation. How do I change or add an alternative number

Question

My name is David Ariwaodo. I relocated from Nigeria to Canada. Now I am having issues accessing my Microsoft account because I can't remember my password and when I try to change password, the system want to send a verification code to my registered phone number, which I no longer use due to relocation from Nigeria to Canada.

My current subscription through my school has been deactivated since I am no longer associated with the school. So I now want to buy a personal subscription for myself. I have not been able to do that as I am unable to login. How can I resolve this issue please. I urgently need to resolve this asap please.

Kind regards,

David.

Answer 1

To change or add a new phone number when the old one is no longer accessible and the password is forgotten, the account must first be recovered using Microsoft’s self-service tools. Support agents cannot bypass verification, change security info, or reset passwords for security reasons.

Follow these steps in order:

1. Use the Microsoft account recovery form
   • Go to the account recovery page: https://account.live.com/acsr
   • Complete the form with as much accurate information as possible (previous passwords, services used, contacts, subject lines of recent emails, etc.).
   • Use an email address that can currently be accessed so Microsoft can send updates about the recovery request.
   • If the form is rejected, try again with more detailed and accurate information as suggested in the guidance “Help with the Microsoft account recovery form” linked from that page.
2. If codes are not arriving or are blocked
   • Avoid repeated or excessive requests for verification codes, as this can cause temporary blocking of code delivery.
   • If using email as a verification method, check the junk/spam folder for messages from @accountprotection.microsoft.com and mark it as a trusted sender.
   • If still not receiving codes, another method must be used or access to the original phone/email must be regained; Microsoft support cannot send codes on behalf of the user.
3. After regaining access to the account
   • Go to the Security basics page and sign in: https://go.microsoft.com/fwlink/p/?linkid=842325
   • Select Advanced security options > Get started.
   • Add a new phone number or alternate email as security contact info. A verification code will be sent to the new phone/email; enter it to complete setup.
   • To remove the old Nigerian number, select it in the security info list and choose Remove. If prompted, add new security info first.
4. If already signed in somewhere (trusted device or browser)
   • On a device where the account is still signed in, go directly to the Security settings page: https://go.microsoft.com/fwlink/p/?LinkID=263779
   • When prompted for a code, choose a method that still works (email, authenticator, etc.).
   • Check I sign in frequently on this device. Don't ask me for a code. to make it a trusted device.
   • Then update security contact info as above.
5. When the account is recovered and security info updated
   • Purchase a personal Microsoft 365 subscription using the recovered Microsoft account on https://account.microsoft.com or via the Microsoft 365 purchase flow.

If none of the verification methods (old phone, alternate email, authenticator, etc.) are accessible and the recovery form cannot verify ownership, the account cannot be recovered and a new Microsoft account must be created for future subscriptions.

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References:

• Troubleshoot Microsoft verification code issues
• How to access Outlook.com when traveling
• Help us secure your account
• Change the email address or phone number for your Microsoft account
• Common problems with two-step verification for a work or school account