I lost email password and phone number so how can I update my phone number in Microsoft 365?

Question

I lost email password and phone number so how can I update my phone number in Microsoft 365?

Answer 1

Hi, I'm John!

I suggest resetting the password, choosing the "I don't have any of these" option, and continuing with the form.

To reset your password, please follow these steps:

• Go to the Microsoft account recovery page: https://account.live.com/password/reset
• Select "I forgot my password", then click Next.
• Enter the email address or phone number linked to your Microsoft account and follow the on-screen instructions.
• If you don’t have access to any of the recovery options listed, click on “I don’t have any of these” and fill out the form as accurately as possible. Microsoft uses that information to verify your identity.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

If both the Microsoft 365 account password and the registered phone number are lost, the phone number cannot be updated directly. Access to the account must be recovered first, then the phone number can be changed.

Use these supported options:

1. Try self-service password reset (for work/school or Microsoft account)
   • If this is a work or school account and the admin enabled self-service reset, go to the Self-Service Password Reset wizard at:
     • Work or school account: https://passwordreset.microsoftonline.com/
   • If this is a personal Microsoft account (used for Microsoft 365 Family/Personal), use:
     • https://account.live.com/ResetPassword.aspx
   • Follow the wizard and use any remaining verification method (alternate email, security info, etc.).
2. If self-service reset is not possible
   • For work or school accounts without admin rights: ask the organization’s Microsoft 365 administrator to reset the password.
   • For work or school accounts with admin rights:
     • If there is another admin in the tenant, ask that admin to reset the password.
     • If this is the only admin account, contact Microsoft support as described in the article “Forgot password to sign in to Microsoft 365, Intune, or Azure.”
3. After the password is reset and sign-in works
   • Sign in to the Microsoft 365 admin center (for business accounts) and update contact details:
     1. Go to the Microsoft 365 admin center.
     2. Go to Users > Active users.
     3. Select the account and choose Manage contact information under Contact information.
     4. Update the phone number and select Save changes.
   • For Microsoft 365 operated by 21Vianet or similar environments, after the password reset:
     1. Sign in with the work or school account.
     2. Go to Settings > Microsoft 365 settings > Personal info.
     3. Enter the mobile phone number and alternate email address, then select Save.

If none of the recovery methods (alternate email, security info, admin help, or support) work, the account cannot be accessed and the phone number cannot be updated.

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References:

• Forgot password to sign in to Microsoft 365, Intune, or Azure
• Update your Microsoft 365 admin phone number and email address
• All about passwords
• Change or reset your password in Microsoft 365 operated by 21Vianet
• Problems renewing a Microsoft 365 subscription