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Locked out of microsoft

Rheame Griffin 0 Reputation points
2026-05-26T13:06:00.68+00:00

I have been trying to access Microsoft windows/365 for educational reasons. I tried to log in my account and i was locked out. I have three numbers for resetting the password and none of them work. The third number takes me to a medical alert. Then I did the recovery form and it rejected because I have a two step authorization process which again, does not work. I was somehow able to get here to ask questions. This keeps asking for my passkey which I have not seen or used in years Is there a different way to get help? I even tried the sales support chat and it is not working.

Microsoft 365 and Office | Other
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  1. AI answer

    2026-05-26T13:06:25.47+00:00

    Follow these steps based on the type of account and the issues described:

    1. If this is a work or school (Microsoft 365 education) account and the problem is verification codes/MFA not working:
      • If verification codes are not arriving or are blocked, review the guidance in Common problems with two-step verification for a work or school account under "I'm not getting my verification code. What do I do?". Causes include temporary security blocks, too many requests, region/SMS issues, VOIP numbers, junk mail, or incorrect security info. Use the steps there to:
        • Check if the phone blocks texts from unknown numbers.
        • Confirm the phone/email is correct via the Security info page if still able to sign in with another method.
        • Avoid repeated requests, which can cause a temporary block.
      • If multiple sign-in attempts have already been made and sign-in is now blocked, wait for the temporary block to clear and then try again or use a different MFA method if one is configured. This behavior is described under "I can't sign in after multiple attempts".
      • If access to all security info is lost but the password is known, follow "I've lost access to my security info" for work/school accounts:
        • Start sign-in, then at Verify your identity choose I don't have any of these and follow the instructions to replace security info. Be aware this can impose a 30‑day restriction before sign-in is allowed.
      • If the password is forgotten for Microsoft 365/Azure/Intune and self-service reset is enabled, use the Self-Service Password Reset wizard at https://passwordreset.microsoftonline.com/ as described in Forgot password to sign in to Microsoft 365, Intune, or Azure. Otherwise, the organization’s administrator must reset the password.
    2. If this is a personal Microsoft account (Outlook.com, Xbox, etc.) and the account is locked or recovery is failing:
      • If the account is locked and the normal reset options are not working, use the Sign-in Helper first as recommended in Help with the Microsoft account recovery form.
      • If the Sign-in Helper cannot resolve it and the password is known but two-step verification is enabled and no verification method is accessible, note the restriction in Help with the Microsoft account recovery form: when two-step verification is turned on and none of the alternate verification methods are available, support agents cannot send password reset links or change account details. In that case, recovery is not possible until a working verification method is available.
      • If two-step verification is not enabled or the issue is simply a forgotten password, use the Microsoft account reset page https://account.live.com/ResetPassword.aspx as described in Forgot password to sign in to Microsoft 365, Intune, or Azure.
      • If standard reset fails and the account recovery form is used, follow the detailed guidance in Help with the Microsoft account recovery form:
        • Complete the form from a device and location previously used with the account.
        • Provide as much accurate information as possible.
        • Use a separate working email address to receive responses.
    3. If rate limits or lockouts are being hit (too many attempts, too many code requests, or daily limit on the recovery form):
      • As described in the Q&A thread Locked out of my Outlook account and recovery options not working, when limits are reached the only option is to wait for the lockout period (typically about 24 hours) before trying again, and avoid further attempts during that time so the cooldown is not extended.
      • If the daily submission limit for the account recovery form is reached, wait until the next day before submitting again.
    4. If direct human assistance is needed:
      • For personal Microsoft accounts, the only supported path is through the automated recovery processes and general Microsoft Support entry points. The Q&A thread I need to speak with a real person and it seems impossible explains that forums and most support channels cannot override account security; they will direct back to the recovery form at https://account.live.com/acsr and its guidance.
      • For work or school tenants where the user is the only administrator and is locked out (for example, MFA deadlock), the Q&A thread I have a Microsoft 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. describes involving Microsoft’s Data Protection team via the customer service phone numbers so they can verify identity and help recover the admin account. This requires contacting Microsoft Support by phone or via a separate tenant as outlined there.

    Given the combination of: locked account, non-working phone numbers, two-step verification blocking the recovery form, and repeated attempts, the practical next steps are:

    • Stop further attempts for at least 24 hours to clear any temporary security or rate limits.
    • After waiting, determine whether the account is personal or work/school:
      • For work/school: contact the organization’s IT/administrator to reset password or security info, or if the only admin, follow the Data Protection team route described above.
      • For personal: retry the Sign-in Helper and, if needed, the account recovery form following the official guidance, from a familiar device/location and with a working alternate email.
    • Be aware that if two-step verification is enabled on a personal account and none of the verification methods are accessible, support cannot bypass that protection.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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