Password reset

Question

Hi guys, I forgot my password and I haven’t been able to recover it.

Because I lost the recovery number that appears for sending the verification code a while ago and I can't recover the number

so, I need to get in touch with some sort of an agent to change at least my new phone number and then be able to reset my password, please.

Answer 1

To reset the password without access to the old phone number, the account must be recovered and the security info replaced.

Follow these steps depending on what is still available:

1. If the password is known but only the phone number is lost (some security info still works):
   1. Sign in to the Advanced security options page of the Microsoft account using an available verification method.
   2. Select Add a new way to sign in or verify and add the new phone number or email.
   3. Verify it with the code that is sent, then select Next.
   4. Expand the old phone number under security info and select Remove, then confirm.
   5. After that, use the new phone number for future verification codes.
2. If the password is known but access to all security info (old phone, old email, etc.) is lost:
   1. Start signing in to the Microsoft account.
   2. At the Verify your identity prompt, select I don't have any of these.
   3. Follow the instructions to replace the security info with the new phone/email.
   4. After the replacement, there is a mandatory 30‑day waiting period before normal sign‑in is allowed. During these 30 days, if the old security info is found and used, the update will be canceled.
3. If the password is forgotten and there is no access to any security info:
   1. Use the account recovery form as described in Help with the Microsoft account recovery form and submit a request to recover the account.
   2. Provide as much accurate information as possible so ownership can be verified.
4. If the username or password has simply stopped working but the account is still recognized:
   1. Go to Recover your account and follow the steps to reset the password using any available security option.

If the recovery form and security‑info replacement do not succeed, support agents cannot manually bypass these protections or change the phone number on the account.

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References:

• Troubleshoot Microsoft verification code issues
• I can't sign in to my Microsoft account
• My username and password have stopped working
• Common problems with two-step verification for a work or school account
• Set up a phone call as your verification method

Answer 2

You're most welcome, and I hope you have a great day!

Best regards,

Darhyl

Answer 3

Hey there! Nice to meet you!

Since you do not have access to the 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