Cannot re set password as i changed phones.

Question

Hi i changed phones last week and i do not know my password, wife died last year <PII removed>@hotmail.com this is where code is being sent i cant access, filled in your form but wont let me in please help. Authenticator keeps rejecting my answers.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi John Obrien,

Below is an outline to try and get back into your account, it is written out by CP.

1. If you still know the password

You can replace the old phone number even without the Authenticator app:

Go to https://account.microsoft.com

Sign in with your password

When prompted for verification, choose “I don’t have any of these”

Follow the steps to begin the 30‑day security info replacement process

After the 30‑day period, you can add your new phone and Authenticator.

2. If you do not know the password

You must use the Microsoft Account Recovery Form:

🔗 https://account.live.com/acsr

Tips to improve success:

Use a device/location you previously used with the account

Provide as much historical detail as possible (old passwords, subject lines of emails, folder names, Xbox info, etc.)

Submit the form only once per 24 hours

Check the recovery email inbox (including spam/junk) for Microsoft’s response

If the form rejects the request, you must try again with more detail.

Microsoft Support cannot override 2FA or manually remove the old phone number.

3. Important notes

Losing access to both the password and the verification method triggers strict security rules.

There is no manual reset, no support escalation, and no way to “skip” verification.

The recovery form is the only path when the password is forgotten.

✔️ Summary

If you know the password → start the 30‑day security info replacement.

If you don’t know the password → use the account recovery form with maximum detail.

Answer 2

Please note that our forum is a public platform, and I modified your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data. 

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Hi John Obrien,

I understand that you changed phones, forgot the password, and no longer have access to the email address receiving the verification code.

Please note that this is a user-to-user forum, so contributors cannot access your account, reset the password, or change its security information.

Because Microsoft Authenticator was connected to the account, first check the sign-in page for another available verification method, such as a phone number, another email address, a recovery code, or approval from a device where the account is still signed in.

If Authenticator backup was enabled on the previous phone, you may also try restoring it on the new phone:

• Android: Open Authenticator and select Restore from backup or Begin recovery before signing in, then use the same personal Microsoft account that was used for the backup.
• iPhone: Use the same iCloud account associated with the previous Authenticator backup. A backup can only be restored to the same device type, such as Android to Android or iPhone to iPhone.

Restoring a backup may restore the account entry, but passwordless sign-in can still require the account to be verified again. See: Restore account credentials from Microsoft Authenticator | Microsoft Support 

You can also use the Microsoft account Sign-in Helper to identify the recovery options available for the account. If two-step verification was not enabled, the Sign-in Helper may direct you to the appropriate recovery process.

If you need further guidance, you can contact Microsoft Support via live chat:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Recovery" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

Support can explain the available recovery route, but support agents cannot send a password-reset link, bypass identity verification, or manually change the account’s security information. If two-step verification was enabled and you cannot access any registered verification method, the account recovery form cannot bypass that protection.

I hope another registered verification method or an available Authenticator backup helps you regain access.