Account/password

Question

I was recently travelling in Bali, Indonesia and to cut a long story short and lost access to my email account i'm guessing due to the WiFi changes. My account has been blocked for suspicious activity which is me trying to login through numerous ways.

I still have access to the SMS number (which is my normal number) but Microsoft does not seem to be sending the codes anymore.

I have completed the account recovery multiple times to no avail.

I am wondering if there is a way I can request a call-back? although looking at various forums, what is the likelihood I will ever regain access to this account? It is linked to everything all my bills, car insurance, house insurance, mortgages, the deed to my house et cetera, I have even got unspent birthday vouchers on there.

I am just surprised there is not an easier way to speak to somebody or access any help regarding this? I would be ahppy to pay for an agents time.

I waited the full 24 hours before trying again still did not send a text, do I just give up and cut my losses? I lost my passport on holiday once and that was not as stressful is this.

Answer 1

Hey there! Nice to meet you!

Since you can't receive the verification codes, please try these steps:

1. Avoid submitting multiple requests to phone numbers, since this could stop verification codes from being delivered.
2. Suspicious traffic from your geographical location may cause delays in delivering verification codes. These uncommon issues usually resolve on their own after some time.

If you still can't receive the codes, you will need to wait for the account block to expire in order to receive the verification codes, as stated by Microsoft: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Kindly perform these steps to fix the error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password.

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhy

Answer 2

The account is being blocked by Microsoft’s automated security due to unusual activity (new country/location, multiple sign-in attempts, and repeated recovery tries). Recovery is only possible through the documented automated flows; there is no supported way to pay for or request a manual override for a consumer Outlook.com/Microsoft account.

Key points for this situation:

1. Why SMS codes stopped and sign-in is blocked
   • Microsoft may block sign-in or verification when it detects:
     • Unusual activity (new country, new device, new network).
     • A high volume of sign-in, password reset, or verification code requests.
   • This can result in:
     • No SMS being sent or messages like “try another verification method” or “usage limit exceeded.”
     • A temporary or, in some cases, longer-term block on that verification method or account.
2. Mandatory cooldown: stop trying for a while
   • Repeated attempts (sign-in, code requests, recovery forms) can reset or extend the block.
   • Guidance for these blocks:
     • Wait at least 24 hours with no attempts.
     • If nothing changes, wait longer (up to a week) before trying again.
   • During this time, do not:
     • Request more SMS codes.
     • Submit more recovery forms.
     • Keep trying different passwords.
3. When trying again after the wait After the cooldown period:
   • Use a familiar device and location
     • Sign in from a device and network previously used with the account (for example, home PC/home Wi‑Fi, if possible). This helps satisfy Microsoft’s risk checks.
   • Try another verification method if offered
     • If the sign-in page shows “Try another verification method,” choose an alternate email or other method on the account instead of SMS.
   • Avoid rapid retries
     • If a method fails or is blocked, do not keep clicking or resending codes; that can trigger another block.
4. If the sign-in page shows no “Next” button (account locked)
   • When the sign-in page does not show Next and indicates the account is locked, the documented path is:
     • Use the aka.ms/ link shown in that lock message.
     • Complete the account reinstatement form there.
   • Important details:
     • Submit the form once and wait for the email response from Microsoft Online Safety.
     • Do not submit multiple reinstatement requests in parallel; that can slow the review.
5. Using the Microsoft account recovery form effectively If normal sign-in with codes still fails after the wait period, the account recovery form is the only other supported option:
   • Use a device and network that have been used with the account before.
   • Provide as much detail as possible:
     • Old passwords used on the account.
     • Exact subject lines of emails sent from the account.
     • Email addresses of frequent contacts.
     • Any Microsoft services used (Outlook/Hotmail, Skype, Xbox, etc.).
   • Notes from the guidance:
     • Wrong answers do not count against the request; incomplete or very sparse answers reduce the chance of success.
     • If the daily limit for submissions is reached, wait until the next day before submitting again.
6. About callbacks, paid help, and likelihood of recovery
   • For consumer Outlook.com/Microsoft accounts:
     • Support agents, moderators, or phone/chat support cannot manually unlock accounts or bypass the automated security checks.
     • They can only direct to the same recovery and reinstatement forms.
   • There is no documented paid support option that can override these automated systems for a personal Outlook.com account.
   • Recovery likelihood depends entirely on:
     • The automated risk systems clearing the block after the cooldown.
     • The quality and completeness of the information provided in the recovery or reinstatement forms.
   • If, after:
     • Observing the full cooldown (24 hours to a week with no attempts), and
     • Retrying from a trusted device/location, and
     • Submitting a detailed recovery/reinstatement form, the system still denies access, there is no further escalation path documented for consumer accounts.
7. Practical next steps in this case
   • Stop all sign-in, SMS, and recovery attempts for at least 24 hours, preferably longer.
   • After waiting:
     1. Try to sign in from a home or previously used device/network.
     2. If prompted, use “Try another verification method” (alternate email, etc.) instead of SMS.
     3. If the account shows as locked with no Next button, use the aka.ms link on that page to submit the account reinstatement form once and wait for the email response.
     4. If that fails and the account is not in a locked state, use the account recovery form from a familiar device/location and fill it with maximum detail as described.

If, after following these documented steps and waiting the recommended periods, access is still not restored, the documentation does not provide any additional method (including callbacks or paid agents) to regain access to a personal Outlook.com account.

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References:

• What happens if there's an unusual sign-in to your account
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Microsoft account has been locked
• Help with the Microsoft account recovery form
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A