microsoft support (uk)

Question

My partner has been locked out from his emails and is struggling to get them back. He has tried every option possible from mobile verification to the recover account form and everytime its comes up with the mobile verification isnt working at the moment or the recover form he got didnt have enough information.

Is there a way he can speak to someone direct to regain access to his account?

Answer 1

Hi cara kuszpit

I’m sorry your partner is going through this, I understand how stressful it is to be locked out of an email account.

Before suggesting next steps, could you please confirm this:

• When he tries to sign in, does it show any other verification option besides the mobile number (like email or Authenticator), or is he completely locked out?

In the meantime, here's what he can try next:

1, Wait 24-48 hours before trying again

Multiple attempts trigger additional security blocks. Please stop all sign-in attempts for at least 24 hours then try again on a different browser/ device/ network.

2, Fill out the Microsoft Account Recovery form (ACSR) one more time with maximum details

Even if already tried, Microsoft allows retrying recovery and provides guidance to increase success:

• Go to: https://account.live.com/acsr
• Enter the locked-out email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

3, Contact Microsoft Support directly

If the recovery form doesn’t work or get rejected, please reach out directly to Support team for further assistance:

• Sign in with your personal account at:  Contact Us - Microsoft Support
• Select the product or service you're having issue with. (For example: Microsoft Office)

• Click Get Home Support

• Type a brief description of your issue in the search box.
• Click Get Help and Select Contact Support below.

• Go to the Products and services tab and choose either Microsoft 365 and Office category or Other Products.
• On the Category tab, choose Manage My Subscription or other alternatives.
• Go to Confirm.

• Look for and select "Chat with a support agent in your web browser" (during business hours). Explain your situation clearly.

For more details, you can see this guide: I can't sign in to my Microsoft account - Microsoft Support