Two-Factor authentication is locking me out of my account

Question

My email said I had to change my password due to security reasons, which started to become every time I log in. At some point is started asking me for 2FA, but it had the same number twice as my authentication options, so the first time worked but then wouldn't let me use the number again. Because of this I can't reset my password and am no longer able to log into my account on anything.

Can anyone please advise of what to do? All my emails and OneDrive documents are held on this email.

Answer 1

Hi @Freya,

From your description, it sounds like you're locked out because your Microsoft account requires two-step verification, but you no longer have access to a working verification method.

If you cannot receive or use any of the available verification methods, the only supported recovery option is to go through the Microsoft account recovery process:

https://account.live.com/acsr

If you can still sign in on any device where your account is already signed in, check whether you can update or add a new security method here:

https://account.microsoft.com/security

If you're unable to access the account on any device and the account recovery form is unsuccessful, Microsoft Support cannot bypass or disable two-step verification for security reasons. In that case, you may need to retry the recovery form with as much accurate information as possible, such as previously used passwords, contacts you've emailed, and other account details that help verify ownership.

I hope this helps. If you have any questions, please let me know.

Answer 2

If access to the account is blocked because the same phone number is the only verification option and it no longer works, use the account recovery and security-info replacement paths based on what access is still available:

1. If the password is known but the security methods no longer work
   • Start sign-in to the Microsoft account.
   • At Verify your identity, select I don't have any of these.
   • Follow the prompts to replace the security info.
   • After replacing all security info, there is a 30-day wait before sign-in is allowed again.
   • If the old security info becomes available during that 30 days, it can still be used to sign in, but doing so cancels the update.
2. If access still exists to at least one security method
   • Sign in to the Advanced security options page.
   • Select Add a new way to sign in or verify.
   • Confirm the new phone number or email with the code sent to it.
   • Remove the broken or duplicate verification method afterward.
   • Do not change all security info at the same time, or the account can be restricted for 30 days.
3. If the password is not known and none of the security methods work
   • Use the Microsoft account recovery form: Recover account.
   • The recovery guidance is here: Help with the Microsoft account recovery form.
4. If verification codes are not arriving
   • Avoid repeated code requests, because excessive requests can cause temporary blocking.
   • Check whether the phone blocks texts from unknown numbers.
   • If using email for codes, check the junk folder.
   • VOIP numbers cannot be used for sign-in or verification codes; use a mobile number instead.
5. If the account is locked due to suspicious activity
   • If the sign-in flow does not show Next, the account may be locked.
   • Use the aka.ms/ link shown in the sign-in window and follow that reinstatement process.
   • Do not submit repeated requests, because that can slow review.

Because email and OneDrive files are tied to this account, the fastest supported path is:

• use I don't have any of these if sign-in still reaches identity verification, or
• use the account recovery form if both password reset and verification methods fail.

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