I'm locked out of my account and Microsoft is charging me even though I can't get in.

Question

In order to cancel the account I have to get into it.

Answer 1

Thank you for the information.

Based on the result you received, you do not have two-factor authentication (2FA) enabled. If you did have 2FA enabled, you would instead receive a message stating that your recovery request will be ignored because 2FA is enabled.

In this case and if you do not have access to your linked verification methods for a password reset, the only way to recover the account is through the account recovery web form: https://account.live.com/acsr

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to grant access to your account.

If you are no longer able to recover your account, you will need to reach out directly to your bank and request to block all charges from Microsoft, cancelling the subscription on its renewal in the process.

You may also need to request a new payment method.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

Any recourse in the case of repeated attempts and failures?. The insufficient information is what I see. I believe I can only cancel from the payment site at this point.

Answer 3

Hey there! Nice to meet you!

Please be advised that unless the account owner is able to access the account, subscription cancellation is not possible, and Microsoft personnel cannot retrieve this information.

Just to confirm, did you have two-factor authentication (2FA) active on the account?

If yes, are you able to access your second factor of authentication? Do you have access to any of the verification methods linked to your account, such as your recovery email address, phone number, or authenticator app?

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.

Best regards,

Darhyl