Recover an Microsoft account which is in same domain

Question

Recover an Microsoft account which is in same domain

IT HELP DESK Airmech Oman 0

There is an issue regarding the account login issue. forgot password and the number register is wrong and need to change

0 comments

2 answers

Your answer

Answer 1

Hi,

Thank you for reaching out and for sharing your experience.

Just to gently clarify before we go any further, this is a user‑to‑user support forum. I don’t have the ability to access or investigate individual accounts because this is a user-to-user support forum.

Based on your description, it appears that you've forgotten your account password and are unable to complete the verification process because the phone number registered with the account is incorrect.

In this situation, you would need to update the registered phone number so that you can verify your identity, reset your password, and regain access to the account.

To move toward a resolution, I suggest the following steps:

Scenario 1: If you're an end-user or not only admin

with resetting your password. You can share the steps provided in the following Microsoft article with them: Reset passwords - Microsoft 365 admin | Microsoft Learn.

The article explains how an administrator can reset a user's business account password and help restore access to the account.

Since the phone number registered as your authentication method is incorrect, please also ask your IT administrator to update the existing authentication method. You can share the following Microsoft documentation with them for instructions: Manage authentication methods for Microsoft Entra multifactor authentication | Microsoft Learn

After your password and authentication method have been updated, you should be able to sign in to your account.

If you’re unsure who your IT admin is, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support.

Once your IT administrator has reset your password and updated your registered authentication information, you can sign in using the new password and set up the correct phone number for account verification. After completing the verification process, you should be able to access your account normally.

Scenario 2: If you're only admin

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)

If you're the only administrator and you've been locked out of the account, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account.

You can find Microsoft's support numbers here:

Customer service phone numbers: Contact Microsoft customer support | Microsoft Support

When contacting Microsoft, be prepared to verify ownership of the subscription. You may be asked for information such as:

Organization name
Billing or payment information
Registered phone number
Alternate email address

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app on your new device or choose a different authentication method to sign in.

Tips for navigating the IVR:

In some countries, an automated voice system is used. Example of a dialogue:

IVR: What problem is bothering you?
Client: Lost access to the only admin account
IVR: What product do you use?
Customer: Office 365 for business
IVR: School or Business Account?
Client: Companies
IVR: Are you an administrator?
Client: Yes
IVR: Is there another administrator in your organization?
Client: No. I am the only admin in my tenant
IVR: Do you need to create a support ticket?
Client: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

In case you are unable to contact the frontline support:

Consider signing up for a trial subscription to create a new tenant. Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant. Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges.

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead.

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide from my position.

Thank you for your kindness and contributions to the forum.

If the answer is helpful, please kindly click "Yes" button below. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

For a Microsoft 365 work or school account:

If the username is known but the password is forgotten, use the work or school password reset site only if the admin has enabled self-service password reset: https://passwordreset.microsoftonline.com/.
If self-service password reset is not enabled, contact the Microsoft 365 admin.
If the registered verification number is wrong and access to security info is still available through another method, sign in to the Advanced security options page, select Add a new way to sign in or verify, confirm it with a code, then remove the old verification method.
If access to all security info is lost, start sign-in, and at Verify your identity select I don't have any of these. Then follow the steps to replace the security info.
Changing all security info can restrict the account for 30 days. If all security info is replaced, there is a 30-day wait before sign-in is allowed.
If the account is a work or school account and password reset permission was not granted, the admin must assist.