Help me log in to my Microsoft account.

Question

I can't use the phone number and email address I used to verify my password because I've changed my phone number. What should I do? This email is very important to me.

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/verify 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 when the old phone number and recovery email cannot be used, follow these steps:

1. Use the Sign-in Helper
   • Go to the Microsoft account sign-in page and try to sign in with the email address of the account.
   • When sign-in fails or verification is required, use the Sign-in Helper: Sign-in Helper.
   • Enter the email address you are trying to sign in with and follow the guided steps. The tool detects common issues and shows what to do next.
2. Use the account recovery form if normal verification fails
   • If none of the listed security options (old phone, old email, etc.) are available, choose I don't have any of these when asked how to verify.
   • This will lead to the account recovery process, where you provide as much information as possible about the account (for example, contacts, subjects of recent emails, folder names). This is the only way to prove ownership when previous security info is no longer accessible.
3. Update security info after regaining access
   • Once access is restored, immediately update your security info:
     1. Sign in and go to Your info at https://account.live.com/names/manage or use Edit account info.
     2. Use Add phone number and Add email to add your new phone and a current backup email.
     3. Remove the old phone number and any email addresses you no longer control.
4. If the issue is with a work or school account
   • If this Outlook account is a work or school account (not a personal Outlook.com/Hotmail account), and you cannot use the existing security info, select I don't have any of these during verification and follow the prompts.
   • If still blocked, contact your organization’s IT admin to help with password reset or account recovery.

If the recovery form and Sign-in Helper cannot verify ownership, support cannot override the security checks; continuing to retry with accurate information in the recovery process is required.

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References:

• I can't sign in to my Microsoft account
• Change the email address or phone number for your Microsoft account
• Common problems with two-step verification for a work or school account
• Help with "phone number is already used" in a Microsoft account
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• Can't add telephone number to my Microsoft 365 account - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A