Can't add my new phone number.

Question

I recently changed my phone number. I would like to be able to use my Xbox rewards points(which needs a phone number attached your account for some reason). But no matter what, I can't add my new number. It tells me this number is registered with a different account so I believe someone else had this phone number before I did and connected this number to their account. If there's no option for me to prove it. I've followed all the steps. I've tried everything I can think of. I've even given it the code texted to this number, to my own phone, but it doesn't care. I don't have another phone number to give it. I already deleted the old one from my account and it doesn't exist anymore! There doesn't seem to be any way to actually get a hold of a real person for help! What do I do? Is there ANYTHING I CAN do? Do I just give up and abandon Microsoft as a company? I'm so frustrated that there are no real options to actually talk to a person and get this resolved

Answer 1

Hi Dani :P

I’m really sorry you’re dealing with this, this is a known and extremely frustrating Microsoft account limitation, especially when phone numbers are recycled.

When Microsoft says your number is “registered with another account,” it means that number is still attached as an account alias on someone else’s Microsoft account (often a previous owner). Even if you receive the SMS code and physically own the number, there is no self‑service way to reclaim or prove ownership of it.

What you can realistically do:

• Contact Microsoft Account Support (not Rewards support) and ask for escalation to release a recycled phone number alias: https://support.microsoft.com/contactus
• Choose Microsoft account → Security → Can’t add a phone number / alias, then request chat with an agent
• Be explicit that the number is recycled and blocking Rewards redemption

Hope you'll get this sorted out.

Answer 2

The phone number is being blocked because it is already associated with a different Microsoft account. When a number was used by a previous owner, it can remain tied to that old Microsoft account and will prevent adding it as an alias or SMS-verification number on a new account.

For Microsoft accounts in general, there are only two supported ways to reuse a number that is already in use:

1. Use the built-in transfer flow when it appears
   • If the message shown is like “phone number is already a Microsoft account” while creating a new account, select Sign up or Sign in on that message and follow the prompts to remove it from the existing account and move it to the new one.
   • If the message is “We noticed [phone number] is already used to sign in to [another number]” when adding it as an alias, select Transfer number (when available) and follow the prompts.
2. Wait and try again if no transfer option is shown
   • If there is no Transfer number option, the number has been used recently on another Microsoft account. In that case, the only supported action is to select Change number and use a different number, or wait up to 30 days and then try again to see if the transfer option appears.

For Microsoft Rewards specifically:

• SMS verification is required for some actions (like joining or redeeming points), and VoIP numbers are not allowed. A mobile or landline number is required.
• If the number cannot be transferred (no transfer option, or still blocked after the waiting period), Microsoft Rewards cannot override that block. A different phone number is required to continue using Rewards that require SMS verification.

If the number is permanently tied to another account and never offers a transfer option, there is no documented method to “prove” ownership and forcibly detach it from the other account. In that case, the only supported workaround is to use a different phone number for the Microsoft account and for Microsoft Rewards.

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References:

• Help with "phone number is already used" in a Microsoft account
• Learn about Microsoft Rewards