How to get back in my Microsoft account?

Question

Hi, I have had a Microsoft account attached to my work email for 5 years now. I am switching computers and need to log into Microsoft to set up the new laptop. Unfortunately I can't remember my password and the phone number attached to the account is no longer the work phone I use.

I did go through the steps needed to recover the account, but for whatever reason, the form is never satisfied with my answers. It is vital for me to recover access to this account.

Please help!

Thank you.

Answer 1

Hey there! Nice to meet you!

Since you do not have access to your verification method (your recovery phone number) for a password reset, I'm afraid the only way to recover 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

To regain access to the Microsoft account when the password and old phone number are no longer available, only the official self-service recovery process can be used.

Follow these steps as completely as possible:

1. Before using the recovery form
   • First try the Sign-in Helper tool: Sign-in Helper.
   • Make sure there is a working email address (can be personal, friend, or a new temporary Outlook.com account) that can receive messages. This is where Microsoft will send updates about the recovery request. If needed, create one from the Microsoft account sign in page by selecting Create one.
2. Use the Microsoft account recovery form correctly
   • Go to the official Account recovery form: Account recovery form.
   • Use a device and location previously used to sign in to this account (old work PC, home PC, usual network). This increases the chance of success.
3. Provide as much detailed information as possible When filling out the form:
   • Answer every question you can; leave as little blank as possible.
   • If unsure, educated guesses are allowed; wrong answers do not count against the request.
   • Use the “add more” options to provide extra details wherever available.
   Examples of useful details the form may ask for:
   • Outlook/Hotmail usage (if used with this account):
     • Exact subject lines of recent emails.
     • Names/email addresses of frequent contacts.
     • Folder names that were created.
   • Skype (if used):
     • Skype ID.
     • Names of contacts.
     • Phone numbers called and details of recent Skype purchases.
   • Xbox (if used):
     • Hardware ID of a console frequently used with this account (preferably an older, regularly used console).
   • Passwords:
     • Old passwords that might have been used.
     • Check browsers or password managers for saved passwords.
   The more accurate and extensive the information, the higher the chance the automated system can verify ownership.
4. After submitting the form
   • Microsoft reviews the request and sends the result to the working email address provided, usually within 24 hours.
   • If the account cannot be verified, it is allowed to try again up to two times per day. Improve each attempt by adding more or more accurate information.
   • If the account is verified, instructions to sign back in and reset the password are sent to the same working email.
5. Important limitations
   • If two-step verification was turned on and none of the security methods (old phone, alternate email, authenticator) are accessible, support agents cannot bypass this or send manual reset links. Only the automated recovery process can restore access.
   • Support agents and moderators cannot change account details or unlock the account outside this process.

Once access is restored, immediately review and apply the guidance in How to help keep your Microsoft account safe and secure to:

• Add multiple up-to-date security methods (current phone, personal email, authenticator app).
• Make future password resets easier and reduce the risk of lockout.

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References:

• Help with the Microsoft account recovery form
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• Can't sign in to my email - Microsoft Q&A