Outlook locked

Question

For over two weeks I have been trying to get into Outlook because my account was locked because of suspicious activity. Because my phone number is a home phone I cannot receive a code to change my password and phone number. I am 78 and not tech savvy and I cannot reach a real person for help. My frustration level is high! Can anybody help.

Answer 1

Hi,

If you have tried all the suggestions from the AI and nothing is working, your last resort is to use the account recovery form: https://account.live.com/acsr

Microsoft takes account security seriously, so the recovery process is fully automated to prevent unauthorized access. Complete the form using a device and location you've used before, and make sure to provide an accessible email address.

Microsoft typically reviews recovery requests within 24 hours. If your request is successful, they’ll send instructions to help you recover your account.

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

You can submit the form up to twice within a 24-hour period, so feel free to include any new details you remember each time until you recover your account.

Answer 2

The account is locked because Microsoft detected unusual or suspicious activity. To regain access without a mobile phone that can receive texts, use the official unlock and recovery options from a computer or tablet.

Follow these steps in order:

1. Start with the Outlook.com unblock helper
   • Go to the Outlook unblock page and select Sign-in Helper.
   • Sign in with the locked Outlook.com address and follow the prompts to unblock the account.
   • If this works, sign in and immediately review security info (phone, alternate email) and update them to methods that can receive codes.
2. If the account is still locked
   • If unblocking fails or still asks for a code that cannot be received on a home phone, use the Microsoft account unlock path:
   • Go to https://account.microsoft.com (or use the Sign in link in the article) and try to sign in.
   • When prompted for security verification, look carefully for options such as:
     • I don’t have any of these
     • Or a link that starts with aka.ms/ in the window.
   • Select that link or option. It opens a form or helper to reinstate or recover the account.
3. Use the account reinstatement / recovery form
   • If the sign-in screen shows a link beginning with aka.ms/ for locked accounts, select it.
   • Fill out the reinstatement form as completely as possible and submit it once.
   • A Microsoft Online Safety support agent will review the request and contact by email. Do not submit multiple forms, as that can slow the response.
4. If codes are not arriving
   • Do not keep requesting codes repeatedly; too many attempts can cause temporary blocking of verification codes.
   • If using an email address for codes, check the junk/spam folder for messages from @accountprotection.microsoft.com.
5. If none of the above works
   • Wait at least 24 hours without further sign-in attempts, then try again using the Sign-in Helper and the aka.ms reinstatement link.
   • If there is another Microsoft account available (for example, a family member’s), use it to contact Microsoft Support through the support site and choose help for “I can’t sign in” or “account recovery,” then explain that the account is locked and there is no mobile phone for text codes.

Because the phone number on the account is a home phone, the key is to reach the aka.ms account reinstatement path and let support verify ownership by the form instead of SMS.

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References:

• Unblock my Outlook.com account
• Microsoft account has been locked
• Common problems with two-step verification for a work or school account
• Unable to change password in my Outlook - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A