Account locked

Question

When I try to sign into my xbox account it says i need to fix it on the web but when I go on the web it says they need to send me a SMS to get a code to ulock the acc but it says i need to try a different way but i dont have a backup email connected so i can only get a SMS but i cant

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.   

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Dear Franco Jordaan, 

I understand your Xbox/Microsoft account is locked and the web unlock flow requires an SMS code, but SMS verification isn’t working and you don’t have a backup email set up.  

Please try these steps:  

• Use a different phone number to receive the unlock SMS  
• You can use any phone number to request the security code (it does not need to be associated with your account), as long as it can receive text messages. Borrow a trusted family/friend number to receive the code and complete the unlock. See: Microsoft account has been locked - Microsoft Support 
• Follow Microsoft’s verification-code troubleshooting checklist via Troubleshoot Microsoft verification code issues - Microsoft Support 
• If SMS still fails with “try another way” 
• Please fill in the account recovery form with as much information as possible and contact Support if the form fails so that a live agent could help you: 
  • Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours) 

Thank you for your understanding. Have a lovely day!