Why haven’t I got a response from my account recovery form that i submitted?

I can't agree more—it’s absolutely ridiculous! I’ve contacted two agents about this issue, and neither was helpful. The first agent told me to follow up after 24 hours if I didn’t receive a response for the recovery forms. When I did follow up, they completely disappeared—no reply to my emails whatsoever. The second agent was even more frustrating. Despite being polite, they disconnected the chat without resolving anything, which felt like a complete waste of time.

I’ve purchased the Family 365 subscription under this account, and all my valuable files and information are saved in OneDrive, which I can’t access. I feel completely stuck and don’t know what else to do.

Honestly, if I ever get my account back, I won’t be renewing my Family 365 subscription. Microsoft’s service is beyond disappointing. By contrast, Google offers multiple and more flexible ways to verify accounts, and I’ve never had an issue like this with them.

There needs to be a more human and practical way to solve identity problems. Forcing people to struggle with the same rigid forms repeatedly is just not acceptable.

i have exactly the same problem being trying for days and days 25year account auto sign in had old password saved and locked account tried everything so now going to my mp and reporting to Ofcom my recovery nos was a landline and bt changed my nos i didnt realise now my old tel nos is unavailable so cant recover this is just wrong whats wrong with a passport or driving licence or a govt id i mean there security was untrue the microsoft help is a just an infinity loop to nowhere this problem has been going on for months there needs to be accountability for this if this is the future were doomed

I am in the same situation, I know I’ve submitted accurate information but no response every time!

Even more confusing, I HAVE gotten a response a couple of times when I haven’t submitted enough information - so what does that mean for every other time?? There must be something wrong with Microsoft’s system, surely!

It seems crazy that this is completely automated, there must be a way to escalate this…

Yep, in the exact same situation. I've been lied to by multiple Microsoft agents from telling me I'll receive a response from a higher up team, to telling me they can get a password reset link sent to me within 48 hours etc.

I've filled out the same form numerous times too. Let me give you a quick backstory.

On the 2nd of November 2024 I forgot my password and had to reset it (I was dead certain I was typing the correct one and still sure to this day). Either way, I filled in the recovery form and was given a password reset link within 24 hours. I reset my password, I gain access to my account, I go to update my security information and Microsoft locks me out for "suspicious activity" straight away..."okay, I'll do the form again" Microsoft then doesn't verify the form despite putting the EXACT same information as I just filled out. "Okay, let me try the form again and try different valid inform incase it won't verify with the same information it just verified"

To cut a long story short which I'm sure you've heard/been in/are in...I got declined....I got declined....I got declined...again...and again....and again............

Now it's at the point where I'm also not receiving responses good or bad. Microsoft support chat take me round in infinite loops. I obviously know the correct information to put otherwise I wouldn't have gotten verified in the very first place. I literally even put my very VERY first ever password and my most recent passwords yet still nothing.

Is there nothing all of us can do together to make a change? Way too many people have been through this without any resolve and I'm not entirely sure if anyone that's been in our situation has gotten their account back.

They should really allow if you have 2 valid forms of ID to be able to verify (this would be Bank Card and Passport and then a bonus of you doing a video saying there exact chosen phrase to prove you are exactly who you say you are). This way hackers can't do anything even if they did happen to get your information.

Another down side to this, after filling the recovery form, the form itself told me in 30 days they will update my information allowing me to log in. 30 days go by, no response or follow up at all.

You know what I could've done since the 2nd of November till now? I could've walked 10.4% The Great Wall Of China...and more so the guy who's been locked out since the 2nd of June could've walked 39.4% by now. You know how ridiculous that actually is😂

EDIT: I think I've figured out why we aren't receiving emails good or bad after filling out the recovery form. I tried using a temp email and received my disappointing email straight away. So my guess is our contact email has been blocked by Microsoft for too many unsuccessful attempts.

I'm having the same issue and its frustrating when you have all the credentials to verify and get it activated the lack of response and no comments on a live chat with an agent to being left waiting for hours is difficult to understand, for what would be customer centric experience and important for users.

Being trying for weeks to get back in initially had responses and now get nothing from MS live chat is a lengthy waiting game but no assistance yet has any one recovered there account having faced these issues?