connection issues

Question

Hello, I'm having a little trouble with my mom's email address.

Since her tablet broke and is currently being repaired, she can't log in to her email anymore. She wanted to log in on my phone, but she couldn't get any further because she doesn't have her authentication app... Another problem is that she no longer has a phone number... so I can't perform a password reset... What should I do?

Answer 1

Thank you for the information.

I don't want to be the bearer of bad news, but without the 25‑character codes or the verification methods, the account cannot be recovered.

You can only manage/change the verification method or disable the 2FA once you are able to access the account.

Best regards,

Darhyl

Answer 2

Hey there! Nice to meet you!

Since you mentioned that the account has two-factor authentication (2FA) enabled, does your mother have the 25-character recovery codes for the 2FA?

Important: If she has an active 2FA, the account recovery webform (ACSR) will inform her that the recovery request will be ignored.

If yes, please go to account.microsoft.com > Forgot Password > click "I don't have any of these" on both verification methods > click "Yes" on the 25 recovery code (if she has one) > from here, you will be asked to wait 30 days in order to update the security info and recover her account.

During this time, she will not be able to sign in to sites or services with her account.

However, if she does not have access to all of her verification methods and the 25-recovery codes from her 2FA, I'm afraid it is no longer possible to recover the account.

Thank you for your understanding.

Best regards,

Darhyl

Answer 3

Because the account uses an authenticator app and the old phone number is no longer available, the only remaining option is to go through Microsoft’s automated account recovery and security-info update process.

Use these steps:

1. Start account recovery
   • Go to the Microsoft account sign-in page for the email address.
   • When prompted for the second factor (app/phone), choose I don’t have any of these (or similar wording) if it appears.
   • This will lead to the account recovery / security info flow.
2. Use the account recovery form
   • If no security method is available, follow the prompts to the recovery form.
   • Fill it out with as much accurate information as possible (old passwords, contacts, email subjects, etc.). This is required when existing security info (authenticator, phone) is not accessible.
   • If the form is rejected or the daily limit is reached, wait until the next day or until the lockout period ends before trying again; repeated attempts can extend the cooldown.
3. Update security info when allowed
   • When the system lets the account back in or allows updating security info, add a new phone number and/or a new authentication method immediately so this does not happen again.
4. If verification codes are not arriving
   • If a verification method is still on the account but codes are not arriving, choose another method if available, or wait until access to that phone/email is restored.
   • If no method works, the recovery form remains the only path.
5. Contact Microsoft Support (optional, but cannot bypass security)
   • For additional guidance on technical issues with codes or the form, use the Contact Microsoft Support option described in the verification-code troubleshooting article.
   • Support agents cannot send verification codes, reset passwords, or bypass two-step verification; they can only guide through the existing processes.

If none of the recovery options or forms succeed and there is no access to any old security info (authenticator, phone, or backup email), Microsoft will not be able to manually restore access to the account for security reasons.

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References:

• Troubleshoot Microsoft verification code issues
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A