no se puede ingresar al correo porque el numero de cell no lo tengo

Question

Request for guidance to validate identity and continue account recovery

Dear Microsoft Technical Support Team,

I hope this message finds you well.

I am contacting you regarding the recent notification indicating that the ownership of the account could not be verified. I would like to clarify that the email account in question belongs to my mother, and we are trying to complete the recovery process on her behalf.

Please let us know what type of information or documentation you require to validate her identity—whether an identification number, national ID card, additional security information, or any other detail you consider necessary—to confirm the legitimacy of the request and proceed with the reactivation of her email account.

We remain attentive to your instructions in order to move forward accordingly.

Thank you for your attention and support.

Answer 1

Disclaimer: We noticed that you posted your question in the Spanish region using English. For your convenience, my response will be in English, but if you would prefer to use Spanish, please let me know. Thank you for your understanding.

Hello JUAN VAVID LIEVANO MARTINEZ,

Thank you for posting your question to Microsoft Q&A.

I understand you're trying to recover the account on your mother's behalf after receiving a notification that ownership couldn't be verified. Microsoft takes account security very seriously, which is why the recovery process is designed to confirm that only the true account owner (or someone with their direct help) can regain access.

To prove ownership, Microsoft uses an automated recovery form that asks questions only the account owner would know the answers to. This includes details like:

• Old passwords used on the account
• Email subject lines from messages sent or received (exact wording helps—ask family or friends she emailed for assistance if needed)
• Contacts she emailed
• Details about Microsoft services used (like Xbox, Skype, OneDrive, or purchases)
• Account creation info (like approximate date, location, or linked devices)

Unfortunately, Microsoft does not accept government IDs, national ID cards, or other personal documents for personal Microsoft account recovery, as the process relies on account-specific usage details for verification.

Here's what I recommend:

1. Have your mother (the account owner) fill out the recovery form herself if possible, using a device and location (like home Wi-Fi) she has used to sign in before. This improves the chances of success.
2. Go directly to the recovery form: https://account.live.com/acsr
3. Provide as much accurate information as possible—the more details, the better.
4. You'll need a working email address (yours or another) to receive the results (within 24 hours).
5. You can submit the form up to 2 times per day. If it's not successful the first time, try again with any additional details you can recall.

For tips on filling out the form effectively: Help with the Microsoft account recovery form

This is the standard and most reliable way to recover a personal Microsoft account. If the account is part of a work or school organization, your mother should contact her IT admin for additional options.

If you have any questions about the form or run into issues submitting it, feel free to reply with details, and I'll guide you further.

Thank you for your understanding and patience.

Best regards,

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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