Secondary outlook account is blocked and needs recovery

Question

Hello, I had 2 outlook accounts. One is active and other is blocked for security reasons as Microsoft has found suspicious activity or use. I tried to follow the recovery process by submitting the form multiple times over last 3 days. But each time the form request came back rejected. I had this blocked account in use for years and has email history that I cannot loose. I need help please in recovery. I can secure it upon recovery by changing passwords and adding phone number. The phone number I had on the account was a landline and not my mobile number so I cannot receive text to verify. Please advise and help. I am Microsoft 365 subscriber.

Answer 1

Hey there! Nice to meet you!

Since you can't use your verification method (your recovery landline number) to receive the codes for a password reset, I'm afraid the only way to recover/unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

If you didn't receive the results from the account recovery webform, please try submitting another request via Incognito/InPrivate window and using different devices and network services. Then please check your email inbox, junk, and spam folders.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to assist you with manual recovery, unblock, and escalation for this case, as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

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

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

The blocked Outlook.com/Microsoft account can only be recovered through the automated Microsoft account recovery and unblock flows; support agents and forums cannot directly unlock or bypass security for it, even with a Microsoft 365 subscription.

Use these steps and adjust what has already been tried:

1. Use the Sign-in Helper and unblock flow
   • For Outlook.com accounts that are temporarily blocked due to suspicious activity, start with the Sign-in Helper: Sign-in Helper.
   • This is the primary path to unblock an Outlook.com/Microsoft account that shows a security or suspicious activity block.
   • If the account cannot be unblocked using the security code or password change, follow the guidance under If you can't unblock your account in the unblock article and proceed to the full account recovery process.
2. Use the Microsoft account recovery form correctly
   • When the normal reset options fail or are not available (for example, the phone on file is a landline and cannot receive SMS), the only option is the Microsoft account recovery form.
   • Before filling it out again, follow the official guidance in Help with the Microsoft account recovery form:
     • Ensure there is a separate, working email address that can receive messages; this is where Microsoft will send the result of the recovery attempt.
     • Collect as much information as possible about how the blocked account was used. The more accurate detail provided, the higher the chance of success.
       • For Outlook.com/Hotmail accounts, prepare:
         • Exact subject lines of emails sent from the blocked account.
         • Email addresses of frequent contacts.
         • Old passwords used on the account.
         • Consider old profile details (name, address, etc.) that might have been set years ago.
     • Answer every question on the form as completely as possible. Guessing is allowed; wrong answers do not count against the request.
3. Respect rate limits and lockouts
   • The form can be submitted only a limited number of times per day (typically up to two). If the form has been rejected multiple times in the last few days:
     • Stop submitting new forms until the daily limit resets.
     • Wait at least 24 hours (and preferably a bit longer) without any new attempts before trying again, to avoid extending lockouts or rate limits.
   • After each submission, Microsoft will email the result to the working email address within about 24 hours. If the result says the account could not be verified, it is allowed to try again (within the daily limit) with improved and more complete information.
4. Understand support limitations
   • For security reasons, Microsoft support agents and advocates:
     • Cannot manually send password reset links.
     • Cannot directly change account details or bypass the automated verification.
   • Even as a Microsoft 365 subscriber, the blocked consumer Outlook.com/Microsoft account still must pass the automated verification via the Sign-in Helper and/or account recovery form.
5. After successful recovery
   • Once the account is successfully verified and access is restored:
     • Immediately change the password to a strong, unique one.
     • Add a mobile phone number that can receive SMS and an additional email as security info.
     • Review the guidance in How to help keep your Microsoft account safe and secure (linked from the recovery-form article) to harden the account and make future recovery easier.

If the recovery form continues to be rejected even after providing maximum accurate detail and respecting the daily limits, there is no additional manual override path documented; recovery depends entirely on eventually submitting enough correct information for the automated system to verify ownership.

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References:

• Unblock my Outlook.com account
• Help with the Microsoft account recovery form
• Microsoft account has been locked
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A