How do I replace a old phone number without access to it so I can't confirm my ID?

Question

Hi, I had a old phone number when I created this account, and it got hacked and I had to delete it but I forgot to change it on here first. So now I want to change it but to do that I need to recieve a code text on that number. How do I fix that? I have tried recovering my account its not working.

Answer 1

Also, please take note that a compromised account is a complex scenario and once the email and phone number has been changed to a different one then it is at the point that it is unrecoverable (even if 2FA is enabled) and Microsoft Support will not be able to help either.

For this you can go over to this link https://go.microsoft.com/fwlink/?linkid=2196140 and most likely it will be followed by doing the account recovery form which is an automated process that you will need to enter every bit of information that you can remember on the account (if this is unsuccessful, the account cannot be recovered) and you can check out the links below for reference.

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

https://support.microsoft.com/en-us/account-billing/your-microsoft-account-recovery-request-wasn-t-granted-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please take note that if 2FA is enabled on your account, ACSR will inform you that your recovery request will be ignored and you will only receive a message that the recovery request is either successful or it will indicate that it has insufficient information and this means that 2FA is disabled. You may keep on trying as many times as you want which is up to two times per day.

Please take note as well that Microsoft Support will not be able to assist with doing manual recovery, unblocking, and escalation as support agents and advocates are not allowed to send password reset links or access and change account details.

Answer 2

Hello, good day and thanks for your question. I understand that you are looking into replacing the old phone number on your account.

Kindly take note that, Microsoft now indicates that you can no longer add a phone number as a new security method.

It is stated from the link below that: “For increased security, you can no longer add a phone number” when adding a new way to verify sign-in.

https://support.microsoft.com/en-US/accounts-billing/manage/microsoft-account-security-info-verification-codes