Can’t log into Microsoft account

moon 0 Reputation points
2026-03-29T14:09:27.9766667+00:00

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

Microsoft 365 and Office | Subscription, account, billing | Other | iOS
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  1. AI answer

    2026-03-29T14:09:39.92+00:00

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

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Katerina-N 9,300 Reputation points Microsoft External Staff Moderator
    2026-03-29T22:38:26.5966667+00:00

    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:

    1. Use the Microsoft Sign‑in Helper (required)

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

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

    1. 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.

    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,

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

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