Can’t log into Microsoft account

Question

Can’t log into Microsoft account

moon 0

Ever since I changed my phone number about 2 years ago, I haven’t been able to log back into my personal Microsoft account because it needs to verify that it’s actually me (for confirmation, it asks to text or call my old number.) However, I don’t know how to change the phone number on the Microsoft account and it doesn’t give me any other options for logging in. Can anyone please help? Move from: Microsoft 365 and Office | PowerPoint | For education | iOS

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2 answers

Your answer

Answer 1

Hello moon,

I understand that you are having issue with signing in your Microsoft account. I truly understand how you feel. Let me assist you go through this situation.

Here is my suggestion for you:

Use the Microsoft Sign‑in Helper (required)

This tool determines the only recovery options available for your account.

Open the Microsoft Sign‑in Helper: https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49 f1-9c2d-c64b7072e735
Enter the email address you are trying to recover
Follow the prompts until it gives you recovery guidance.

If Microsoft detects a problem, it will route you to the only valid recovery option for your account.

Submit the Account Recovery Form (this is mandatory)

If you don’t have access to the phone number and other methods fail, this is the only path Microsoft allows.

Open the Account Recovery Form: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42
Sign in with a different working email (this is where Microsoft will reply)
Fill in the form as accurately as possible

Critical tips that affect approval:

Use a device and location you previously used with this account
Enter old passwords (even partially correct one help)

Include:

Approximate account creation year
Xbox, Skype, Outlook usage (if any)
Subjects of recent emails you sent

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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Katerina-N 9,300 Reputation points Microsoft External Staff Moderator

2026-04-01T15:32:08.0966667+00:00

Hello moon,

I wish you all the best today! I am writing this to follow up and see if you need any additional help. Hope everything goes well. If you need further assistance, please feel free to tag me. I will be happy to assist you.

Answer 2

To regain access when the only verification option is an old phone number, use Microsoft’s account recovery and backup security-info flow.

Start with the sign-in helper
- Go to the Sign-in Helper: https://go.microsoft.com/fwlink/?linkid=2214157
- Enter the email address of the Microsoft account and follow the prompts.
- If a problem is detected, the helper will tell what to do next; if not, it will guide through self-help steps.
Use “I don’t have any of these” to bypass the old phone
- When asked to verify using the old phone (text or call) and no longer have access to it, select I don't have any of these on the verification screen.
- Follow the prompts to start the recovery process and add new security info (new phone or email).
- This is the supported way to update backup security info when the old phone number is no longer accessible.
Complete the recovery form if prompted
- If none of the listed verification options are available, Microsoft will direct to an account recovery form.
- Fill it out with as much accurate information as possible (other email addresses, usage details, etc.) so ownership can be verified.
Be aware of security-info change restrictions
- When security info (like phone number) is changed, the account may be restricted for up to 30 days while Microsoft protects it from unauthorized changes. During this period, some actions may be limited, but after the change completes, the new phone number can be used for verification.
If still unable to sign in
- If the helper and recovery flow do not resolve the issue, repeat the process from a different browser, in InPrivate/Incognito mode, or from another network, then again choose I don't have any of these when asked for the old phone.

Once access is restored and new security info is added, ensure the new phone number is set as primary where applicable so future verification codes go to the correct number.

References: