trying to reset my password to another account

To regain access to the Microsoft account and its email/BitLocker info, use only the official self-service flows; support cannot manually change verification methods or reset passwords for security reasons.

1. Try the Sign-in Helper and normal reset first

• Go to the Microsoft account sign-in page and choose Forgot password.
• If the listed phone/email options are wrong or not working, select the option like I don’t have any of these when it appears.
• Use the Sign-in Helper tool as recommended: Sign-in Helper.

2. If verification codes are not working

• Any phone that can receive SMS can be used; it does not have to be the one registered to the account.
• If codes are not arriving or are rejected, review the guidance in Troubleshoot Microsoft verification code issues. If still not receiving codes, another method or waiting until the listed phone/email is accessible may be required. Support agents are not allowed to send verification codes or change account details for you.

3. Use the Microsoft account recovery form If normal reset and Sign-in Helper do not work, fill out the recovery form with as much accurate information as possible:

• Use a working email address that can receive messages (can be a friend’s or a new temporary Outlook.com address) so Microsoft can contact about the request.
• Preferably complete the form from a device and location previously used with this account (for example, home network, usual PC/phone).
• Open the Account recovery form: Account recovery form.
• Follow the guidance in Help with the Microsoft account recovery form to improve the chances of success.
• Microsoft will review the answers and respond, typically within 24 hours.

Important security limitations:

• If two-step verification is turned on and none of the alternate verification methods (phone, email, authenticator) are accessible, support agents cannot bypass this or send password reset links or codes. In that case, only successful completion of the recovery process with valid information can restore access.
• The same security rules apply to any account that might hold BitLocker recovery keys; if the account cannot be recovered, Microsoft support cannot override protection or provide keys.

4. If still unable to sign in

• Use the sign-in helper again for additional diagnostics: Sign-in helper.
• For general technical help (not password/verification override), go to Contact Microsoft Support, enter the problem, select Get Help, then Contact Support if needed.

References:

• Microsoft account has been locked
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues