Cant access Account and 2 step authenticator not working

Because two-step verification is turned on and none of the configured verification methods (old phone number, Authenticator app) are available, self-service recovery is very limited by design.

Key points from Microsoft’s guidance:

1. When two-step verification is enabled, password reset requires access to at least two security methods (for example, Authenticator + backup email or phone). If none of these are accessible, support agents are not allowed to bypass or change security info, send custom reset links, or override 2FA.
   • This is explicitly to protect the account and its contents from unauthorized access.
2. The standard Microsoft account recovery form is not accepted for accounts with two-step verification when the required security info cannot be provided. In that case, the form cannot override 2FA.
   • The article on the recovery form confirms that if two-step verification is on and the alternate methods cannot be used, support cannot help further.
3. For work or school (Microsoft Entra / Microsoft 365) accounts:
   • If this is an organizational account, the organization’s IT/admin can reset multifactor authentication or clear security info from the Microsoft Entra admin center. End users must contact their help desk or administrator to have MFA reset.
   • If the account is the only global admin on a tenant, Microsoft’s Data Protection team can work with the tenant owner via a support case raised through the global customer service phone numbers. The process requires opening a support ticket and proving admin ownership of the tenant.
4. For personal Microsoft accounts (Outlook.com/Hotmail/etc.) with 2-step verification enabled:
   • Password reset is only possible if at least one of the configured security methods (alternate email, phone, authenticator) is still accessible. The documented process is to follow the normal password reset flow and provide two verification codes from the available methods.
   • If none of the security methods are accessible, there is no supported way for Microsoft support to remove 2FA or change the security info on the account.

Given the situation described (Authenticator not showing the account, old phone number no longer available, recovery form rejected because 2FA is on), the only supported paths are:

• If this is a work or school account: contact the organization’s IT administrator or help desk and request an MFA reset. If the account is the only admin on the tenant, a support case must be opened with Microsoft (via the published customer service phone numbers) so the Data Protection team can verify identity and reset MFA.
• If this is a personal Microsoft account and no 2FA methods are accessible: there is no additional recovery method beyond the documented flows; support cannot override two-step verification or accept the recovery form in place of the required second factor.

References:

• How to use two-step verification with your Microsoft account
• Help with the Microsoft account recovery form
• Common problems with two-step verification for a work or school account
• Can't sign in to my email - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A