Account locked/suspended and cannot be assisted due to 2SV enabled

Question

My Microsoft account was hacked, but I successfully recovered it and secured it with a new password, two-step verification, and additional recovery methods. I currently have the correct password and access to all of the security methods on the account, and the account is safely under my control.

The problem is that Microsoft then locked/suspended the account. I submitted the account reinstatement forms, but I was told they couldn’t help because two-step verification is enabled even though I have access to the two-step verification methods. I also submitted the Digital Safety form and waited around 20 days, only to receive essentially the same response.

I’m not trying to recover an account I can’t access. I have the account credentials and security methods. I just need the suspension/lock removed. The extremely long response times and repeated automated responses are making this very difficult. I need someone to properly review my case and explain what I can do to regain access to my account.

Answer 1

Hi I need Help

I am truly sorry that you have spent so much time waiting, only to receive the same responses. I understand how frustrating this must be, especially after you successfully regained control of the account, changed the password, and added new security methods.

Because two-step verification is enabled, the standard account recovery form cannot be used to verify ownership. A locked or suspended account can only be reviewed by the Digital Safety team through the Account Reinstatement process.

However, you have already submitted the form, waited for a response, and received the same decision.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

If you have provided all the available information and the reinstatement request is still not approved, access to this account may no longer be recoverable. In that case, the most practical option may be to create a new Microsoft account and configure several security methods from the beginning.

I understand that this is not the outcome you hoped for, and I am sorry that there is no further direct intervention available through this forum.

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