Account Locked, New Phone, Unable to Log In

Question

My account has been locked after multiple attempts to log in.

I know it's my log in password but I think it's been a while since I last logged in.

I was logged in on my old phone however I changed my number like 2 years ago and lost my old phone so I never had a chance to update the number on file.

Can anyone please tell me what to do? This is my main and oldest email account so it's connected to so many things.

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, the only way to recover/unblock 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

Lastly, you mentioned that it's been a while since you signed in. If you haven't signed in to your account for more than 2 years, I'm afraid your account may have already been deleted/closed due to inactivity.

As stated by Microsoft, accounts that have not been signed in or have been locked for more than 2 years will be deleted due to inactivity, and they can no longer be recovered: https://support.microsoft.com/topic/microsoft-account-activity-policy-7c0a9fa7-0982-b7c6-fd72-df852b63699f

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

Because the account is locked and the phone number on file is no longer accessible, the only supported options are the automated unlock and recovery flows; direct manual reset by support is not available for consumer Outlook/Hotmail accounts.

Follow these steps in order:

1. Try the standard unlock flow
   • Go to https://account.microsoft.com and attempt to sign in.
   • When prompted, request a security code. Any phone number that can receive SMS can be used; it does not have to be the one on file or associated with the account.
   • Enter the code and follow the prompts. You may be required to set a new password.
2. If the sign-in screen shows no “Next” option
   • If there is no Next button and a message that the account is locked, use the aka.ms/ link shown in that window.
   • Fill out the reinstatement form completely and submit it once. A Microsoft Online Safety agent will review it and contact by email. Do not submit multiple forms, as that can slow the response.
3. If the account is blocked due to unusual activity
   • When sign-in is blocked because of unusual activity (new device, new location, etc.), follow the instructions on the sign-in screen and choose where to send a security code.
   • If possible, sign in from a device or location previously used with this account, especially one that was set as a trusted device. This can help regain access when normal verification options are limited.
4. If verification codes are not arriving
   • Avoid repeated or excessive requests for codes to different numbers or emails; this can cause temporary blocking of code delivery.
   • If blocked due to too many attempts, wait for the lockout period to expire before trying again.
5. If none of the above works
   • Use the Microsoft account sign-in helper links provided in the documentation when seeing errors like “That Microsoft account doesn’t exist” or when unable to sign in at all.
   • If the automated systems cannot verify ownership (for example, because recovery info is outdated and codes cannot be received), the account may not be recoverable.

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References:

• Microsoft account has been locked
• What happens if there's an unusual sign-in to your account
• Common problems with two-step verification for a work or school account