Why were the mobile phone numbers used for file recovery deleted from Microsoft?

Question

Microsoft has deleted the mobile numbers associated with recovering my Hotmail emails.

Since I created these email accounts over 20 years ago, I don't remember the answers to the security questions.

I haven't used these email accounts to send emails for over 10 years and have lost contact with the companies I used to email.

I use these email accounts to access my social media accounts, and I'm afraid that if I lose access to them, I won't be able to access them again.

How can I add my mobile numbers back?

Answer 1

Mobile numbers or other security info can be removed automatically if they are old, unused, or no longer verifiable, and they can also expire or be removed during security updates or when account details are changed. When this happens, the numbers must be added again as new security info.

To add mobile numbers back to the Hotmail/Microsoft account:

1. Sign in to the Microsoft account “how you sign in” / account info page:
   • Go to https://account.live.com/names/manage (this is the Your info / alias management page).
2. Add the phone number as an alias:
   • Select Add phone number.
   • Enter the mobile number and follow the prompts to verify it (a code will be sent by SMS).
3. If the account still has access issues or needs updated backup security info:
   • When prompted to verify identity and the old phone/email is not available, select I don't have any of these and follow the prompts to add new security info.
4. If the number is reported as already in use:
   • If the message says the phone number is already a Microsoft account, choose Sign in or Sign up as offered and follow the prompts to move or reuse the number.
   • If the message says the phone number is already used to sign in, choose Transfer number (if available) and follow the prompts. If Transfer number is not shown, select Change number and try again after 30 days if the number is new to the account.

Notes:

• VOIP numbers cannot be added as a way to sign in or get verification codes.
• Verification codes by email can only be sent to the primary alias or another email added as a verification method.
• Avoid changing all security info at once, as this can trigger a 30‑day restriction on the account.

If sign-in is not possible at all (no working password or security info), the only supported path is to use the account recovery process and, once access is restored, add the mobile numbers as above.

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References:

• Help with "phone number is already used" in a Microsoft account
• How to add an email address or phone number to your Microsoft account
• Change the email address or phone number for your Microsoft account
• Common problems with two-step verification for a work or school account