Problems logging in

Question

Hello, I have been logged out of my account as I changed phone and forgot password.

My number has now changed so I am not getting the code for verification. Can anyone help how I can get my account back open?

Answer 1

Hi, you need to recover your account through the official account recovery form since your phone number no longer works. Go to https://account.live.com/acsrand fill in the form with as much accurate information as possible, such as previous passwords, email subject lines, contacts, and account details.

After submission, Microsoft reviews the details and sends the result to the contact email you provide. If the information matches, access is restored and you can update your new phone number.

Answer 2

To regain access when both the password and verification phone number are unavailable, use the built-in account recovery and security info replacement flow.

1. Start sign-in to the Outlook.com / Microsoft account as usual.
2. When prompted to verify identity with the old phone number or email, select I don't have any of these.
3. Follow the prompts to replace the security info with a new phone number or email address.
4. After replacing all security info, there is a mandatory 30‑day wait before full access is restored. During these 30 days, the account is protected and most changes are blocked.
5. If the password is also forgotten and none of the old security options are available, complete the Microsoft account recovery form using as much accurate information as possible. See Help with the Microsoft account recovery form from the context for detailed guidance.

Important:

• Do not try to change all existing security info at once if still having access to any of it, or the account may be restricted for 30 days.
• Microsoft support agents cannot send verification codes, reset passwords directly, or bypass the security-info wait period.

If still unable to sign in after following these steps, use the sign-in helper and support options:

• Use the Sign-in helper to diagnose sign-in issues.
• If needed, go to Contact Microsoft Support, choose the problem type (for example, account recovery), and then select Get Help → Contact Support for further assistance.

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References:

• Troubleshoot Microsoft verification code issues