Unable to access my personal account.

Question

Hi, I recently lost my phone and although I have received a new one I cannot get access to authenticator and hence cannot log into any other accounts. To compound the issue, my password seems to no longer be working, my recovery phone number doesn't seem to be enough to log in, and I have no idea what the additional email associated with my account is. All I currently have is access to my email inbox.

I have tried password reset, account recovery, and chatting to a helper but none have helped. The helper pointed me to this forum to get more specialised help.

Cheers.

Answer 1

Hi @Nathan Wheatley

I’m sorry you’re dealing with this, especially after losing your phone and already trying the password reset, account recovery form, and support chat without success.

If cloud backup was enabled in Microsoft Authenticator on your previous phone, install Authenticator on the new phone and select Restore from backup. The restore must use the same device type, such as iPhone to iPhone or Android to Android, and the same recovery account used for the original backup.

Unfortunately, this is a user-to-user support forum, and we do not have access to account systems. We cannot remove Authenticator, change the security information, reset the password, or manually restore access.

If two-step verification was enabled and you no longer have access to any registered verification method, Authenticator backup, or previously generated recovery code, Microsoft Support cannot bypass these security protections. In that situation, the account may no longer be recoverable.

Please feel free to let us know if you have any further updates.

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