How to answer the security question when it's not shown properly

Question

How to answer the security question when it's not shown properly

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My another MS account is blocked due to multiple password attempts and I use the Microsoft Account Sign-in Helper to recover the account, but the security question only shows "????????????????????" so i can't answer correctly. I'm guessing it's because the security question was in Japanese. Is there anyway i can have the security question shown properly? Even when the browser language setting is Japanese and all the questions are shown in Japanese, only the security question is ?????????????????...

I cant' access the secondary email address registered, don't remember the previous passwords, postal code, and dont have the device i accessed the account with so answering the security question is the only hope left..

Viorel 127.3K Reputation points

2026-04-06T08:44:04.9866667+00:00
It seems to be a previously unresolved problem:

https://learn.microsoft.com/en-us/answers/questions/4615311/

https://learn.microsoft.com/en-us/answers/questions/4619319/

The specialists should probably check if the defect is caused by other components rather than the browser or client side.

1 answer

Your answer

Viorel 127.3K Reputation points

2026-04-06T08:44:04.9866667+00:00

It seems to be a previously unresolved problem:

https://learn.microsoft.com/en-us/answers/questions/4615311/

https://learn.microsoft.com/en-us/answers/questions/4619319/

The specialists should probably check if the defect is caused by other components rather than the browser or client side.

Answer 1

The security question text itself cannot be changed, resent, or re‑rendered by support; if it appears only as “????????????????????”, there is no supported way to make that specific question display properly. In this situation, the only available recovery options are the automated ones already provided.

Given that the security question is unusable and the other recovery data (secondary email, previous passwords, postal code, trusted device) is unavailable, the only supported paths are:

Use the Sign‑in Helper and follow all prompts
- Start from the Sign-in Helper flow and choose I don't have any of these when asked for verification methods, if that option appears.
- This may route to alternative verification or to the account recovery form.
Fill out the Microsoft account recovery form as completely as possible
- Go to the Account recovery form.
- Use a working email address that can receive messages; this is only used to contact about the recovery request.
- Complete the form from a device and location previously used with the account, if at all possible, as recommended in the guidance.
- Provide every detail that can be remembered (even partial or approximate) about the account’s usage, purchases, and contacts to improve the automated check.
If two‑step verification was enabled and no verification methods are accessible
- If two‑step verification was turned on and none of the alternate verification methods can be used, the documentation states that support agents cannot reset the password or change account details. In that case the account cannot be recovered.
If two‑step verification was not enabled and verification options are unfamiliar
- If two‑step verification was not enabled and the verification options shown are not recognized, use the Sign-in Helper as directed in the guidance.

If the recovery form is repeatedly rejected and there is no access to any other verification method, there is no additional supported mechanism to fix the garbled security question or to override the automated recovery checks.

References: