Microsoft 365 how to reset pin since email and phone number has changed

Question

My pin number I had used for days quit working on Microsoft 365. My email and phone number have changed so I can't reset my pin. Bought a brand new computer 4 weeks ago and can even use it. Support line hangs up on me after directing me to a useless website.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Since your recovery phone number and email address are no longer active, you will need to replace your security information in your Microsoft account.

That is, on the Verify Your Identity screen, select "I don't have any of these" and follow the prompts to replace your security information.

Note - If you remove all of your previous security information and replace it with something new, your account will be put into a restricted state for 30 days.

Once the security information is updated, you can reset your PIN from going into Start > Settings > Accounts > Sign-in options > Windows Hello PIN > Change PIN.

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Answer 2

Hello Betty Powell,

"That is a rough situation, but it is fixable"

// Your PIN is tied to your device, but recovery is tied to your account. Since your email and phone changed, you need to recover the account first, not just the PIN //

Let’s go step by step:

Option 1: Use account recovery (most important)

1. Go here from any device: https://account.live.com/acsr / https://account.live.com/password/reset
   "This is the official recovery form for Microsoft 365 accounts"
2. You will need to provide:
   -Your old email (the account you are trying to access) -Previous passwords you remember
   -Any info like Skype name, Xbox account, etc

Important: "Fill it out as completely as possible / You may need to try more than once"

Option 2: Reset PIN locally (if you can reach login screen)

1. On your computer: At login screen, click I forgot my PIN
   "If it asks for email/phone you no longer have, stop there"
   Instead try: Use password instead of PIN (Click Sign-in options --> Choose Password --> Enter your Microsoft account password)

• If this works, you can then: Go to Settings --> Accounts --> Sign-in options --> Remove and re-add PIN.

Important : Do NOT Keep retrying PIN too many times (can lock account)

Why support is failing you

Support cannot bypass . If:

If (Email is gone + Phone is gone), Remember that Support can't bypass account security without proof.

"Then the recovery form is the only official path"

or (https://go.microsoft.com/fwlink/?linkid=2214157)
>After submitting the recovery form, it may take 24–72 hours / you can try it up to 2 times per day<

*Reference: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

*LAST OPTION: reset Windows with “Keep my files”

I hope this helps.

Regards,

M