Can't access my email, lost everything (authenticator app codes, recovery email..)

Based on the description, the account is effectively locked behind lost authentication methods (Authenticator codes, recovery email, and likely phone/SMS). What can be done depends on whether this is a personal Microsoft account (Outlook/Hotmail) or a work/school account.

1. If this is a personal Microsoft account (Outlook.com / Hotmail)

1. Try the Sign-in Helper and standard recovery paths

• Go to the Sign-in Helper tool first: Sign-in Helper.
• If the issue is a forgotten password, use the standard reset flow described in Reset your password.
• If the username/email is not recognized, follow My username has stopped working and the guidance under We couldn't find an account with that username.

Relevant guidance:

• If the password is forgotten: see “Reset your password”.
• If the password is known but stopped working: use the Sign-in Helper tool.
• If the email/username is forgotten: use Look up your Microsoft account.

2. If verification options don’t work

• If verification codes are not arriving or cannot be used, review the steps in Troubleshoot Microsoft verification code issues. If still not receiving codes, another method must be chosen or access to the listed phone/email is required.
• Support agents are not allowed to send verification codes, password reset links, or change account details for security reasons.

3. Use the Microsoft account recovery form (if any method is still possible)

• Before filling it out, use the Sign-in Helper again as recommended in Help with the Microsoft account recovery form.
• When using the recovery form, provide as much accurate information as possible from a device and location normally used with the account.

4. Hard limit with two-step verification

• If two-step verification was turned on and none of the alternate verification methods (phone, email, Authenticator, recovery codes) are accessible anymore, the documentation states that support cannot help further:
  • “If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you… our support agents are not allowed to send password reset links, or access and change account details.”
• In that case, the account cannot be recovered and a new account must be created.

2. If this is a work or school account (Microsoft 365 / Entra ID)

1. Try alternative sign-in methods

• If any other method besides Authenticator is configured (SMS, email, security key, Windows Hello), use that to sign in and then update authentication methods.

2. If no alternative method works

• Contact the organization’s Help desk or Microsoft 365/Entra administrator and ask them to reset MFA settings for the account. They can:
  • Go to Microsoft Entra admin center → Users → All users → select the user → Authentication methods → Require re-register multifactor authentication.
  • After this, the next sign-in will prompt to set up Authenticator again.
• If the device with Authenticator was lost or stolen, inform the Help desk so they can clear settings and secure the account.

3. If the locked-out user is the only admin

• The only global admin must work with Microsoft’s Data Protection team via the regional customer service phone numbers to request an MFA reset, as described in the tenant-admin MFA reset guidance.

3. If verification codes arrive but were not requested

• Do not respond to any codes that were not requested.
• Consider going “passwordless” (for work/school accounts) using methods like Windows Hello, Authenticator, SMS/email codes, or security keys to improve security and reduce unwanted code prompts.

Summary

• For personal accounts with two-step verification where all verification methods are lost, recovery is not possible per Microsoft’s documented policy.
• For work/school accounts, recovery is typically done by the organization’s admin or Help desk by resetting MFA settings.
• The Sign-in Helper and the Microsoft account recovery form are the only supported self-service paths; support cannot override them or send custom reset links/codes.

References:

• I can't sign in to my Microsoft account
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• Can't sign in to my email - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Not able to have access to my email ! - Microsoft Q&A