Unable to Access Account – Code Sent to Old Phone Number

Question

Hello,

I’m trying to log into my account (******@hotmail.com) but I’m unable to complete the login process. When I enter my email and password, the system asks for a verification code sent to my phone. However, this code is being sent to my old phone number, which I no longer have access to.

I have important data in this account and need help regaining access as soon as possible.

I previously submitted a request through your support process and was told I would receive a response within 24 hours, but I have not heard back yet.

Could you please help me update my phone number or verify my identity through an alternative method so I can regain access to my account?

Answer 1

Thank you for the information.

You mentioned that you have not signed in to your account since 2022. I'm afraid your account may have already been deleted/closed due to inactivity.

As stated by Microsoft, accounts that have not been signed in or have been locked for more than 2 years will be deleted due to inactivity, and they can no longer be recovered: https://support.microsoft.com/topic/microsoft-account-activity-policy-7c0a9fa7-0982-b7c6-fd72-df852b63699f

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

@فهد 2 said

enter my email and password ... verification code sent to ... my old phone number, which I no longer have access to.

If you can complete one verification step for your account (e.g. password), but can't access any of the other verification methods, and have repeatedly failed the Account Recovery process, or can't use Account Recovery because your account has Two-step Verification (2FA, MFA), then you can try to request that all the verification methods be replaced.

This will put your account in a 30 day "Pending Request" state. You will have limited access to the account during this period or no access at all if the account has Two-step Verification enabled.

See the Answer by "Hornblower409 Jun 25 2026" in
https://learn.microsoft.com/en-us/answers/questions/5920985/how-to-fix-we-will-send-a-verification-code-to-(mo

Answer 3

Hey there! Nice to meet you!

Just to confirm, since you mentioned that you have a recovery phone number linked to your account, did you have two-factor authentication (2FA) active on the account?

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

Also, may I know when was the last time you successfully signed in to your account?

Best regards,

Darhyl