My mother is locked out of her account and needs help

To get back into the account and update the phone number, the process depends on whether the password is still known and whether any sign-in is possible.

1. If the password is known but sign-in is blocked by second factor
   • Go to https://account.microsoft.com and try to sign in.
   • If the account is locked or blocked, follow the on‑screen flow to get a security code. Any phone number that can receive text messages can be used; it does not have to be already on the account and does not have to be a smartphone.
   • After receiving and entering the code, the flow may require creating a new password and then allows updating security info (add a new phone number and remove the old one).
2. If the password is not accepted or cannot be remembered
   • Use the account recovery flow starting from Recover your account at https://account.live.com/password/reset.
   • Enter the email address, phone number, or Skype name used to sign in, then choose where to receive a security code and follow the steps to set a new password.
   • If the username is not recognized, try any other alias (another email or phone number) that might be on the account.
3. If recovery attempts are rate‑limited or locked
   • If too many attempts have been made (password resets, codes, or recovery forms), the system may temporarily lock further attempts. In that case, wait for the lockout period (typically about 24 hours) before trying again, and avoid repeated attempts during that time so the cooldown does not restart.
   • When retrying, use the official Account Recovery Form from a familiar device and location and provide as much accurate information as possible (recent activity, contacts, etc.). Account recovery is automated; moderators and support agents cannot manually unlock or bypass it.
4. If sign‑in still fails and direct help is needed
   • Public forums (including Microsoft Q&A) cannot access or fix individual accounts.
   • To speak with someone, use the Microsoft Support contact options described in the context:
     • Go to the general Microsoft Support entry point (for example, via the “Contact Support” or “Microsoft account & billing” paths described in the Q&A answers) and choose a path such as:
       • Product: Microsoft account & billing / Microsoft 365 and Office
       • Topic: Password reset or account recovery / Manage Account Security
       • Then select chat or callback if offered in the region.
   • If no account can be used to sign in for support, create a new Microsoft account solely to contact support and explain the situation, including that the original account’s phone number has changed and recovery options are no longer accessible.

Because the account belongs to an elderly person, it is important that a trusted family member assist with entering information and navigating the recovery and support pages, but all information submitted must be accurate and belong to the account holder.

References:

• Microsoft account has been locked
• My username and password have stopped working
• Help with "phone number is already used" in a Microsoft account
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A