Friend can't log into email anymore

Question

My friends account is telling him he has signed in too many times with the correct password and he is not able to access his email anymore. I have to post this question for him as he is not able to log in for any type of support. Please help

Answer 1

Hey there! Nice to meet you!

Kindly have him try the Microsoft Sign‑in Helper troubleshooter, as this is the fastest way to verify his identity through this link: https://support.microsoft.com/account-billing/microsoft-account-sign-in-helper-7117cc8d-0d68-4658-b4fb-c4b7ee8a8e28

If this is a case where his username or password has stopped working, please have him recover his account at this link: https://support.microsoft.com/account-billing/my-username-and-password-have-stopped-working-802abb61-19db-4e88-a5ff-fc83c97d1a9d

If it doesn't work and if he does not have any linked verification methods 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 he has an active 2FA, ACSR will inform him that his recovery request will be ignored. If he only receives a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

He will need to keep trying until he is verified by Microsoft, and he can do this up to 2 times every 24 hours.

If he 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 have him check his email inbox, junk, and spam folders.

If his Microsoft account recovery request was not granted, please have him review this link for tips on improving his 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 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