No reply to account recovery form!

Question

No reply to account recovery form!

Mrs Webster 25

Hi all. I have an on-going saga for my msn email. Microsoft seem to think I have tried to enter my password too often- I haven’t. Not sure it this down to bots spamming or my devices still been signed in and trying to get me to enter my passwords. In any event, I successfully managed to change my password (yippee!) only to go and sign in with my Xbox to being told I had tried to often to sign in (I had not tried. Not even once) so I was locked out again. I filled in the bloody form again today, however I am yet to have a reply and I’ve completed four forms- one was returned immediately as not being fit to pass- haven’t had a reply for the other three. Is that standard practice does anyone know?? Thank you.

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Victor1-V 13,030 Microsoft External Staff Moderator

Hi Mrs Webster,

I understand how frustrating this is, especially when the account appears to unlock and then becomes restricted again. Since you have already submitted several recovery forms, the most important thing first is to check the alternate contact email you entered on the form, including the Junk or Spam folder, because recovery form results are normally sent there within 24 hours. Help with the Microsoft account recovery form - Microsoft Support

Please note that this is a user-to-user forum, so contributors here cannot access, review, or unlock Microsoft accounts directly.

If the account is showing as locked, Microsoft also says the normal unlock path is to try signing in at your Microsoft account page and request a security code. A phone number used for that code does not have to already be linked to the account, it only needs to be able to receive text messages. Microsoft account has been locked - Microsoft Support

If you still do not receive a reply after that, or the account continues to lock again, you can contact Microsoft Support through live chat:

Visit the Microsoft Support contact page: Contact - Microsoft Support
In the search bar provided on the page, type "Account Recovery" and press Enter.
Click on the "Get Help" button that appears.
Scroll down the page until you see and click on the "Contact Support" option.
When prompted to select your product or service, choose "Other Products".
For the category, choose "Manage Account Security".
Look for and click on "Chat with a support agent in your web browser".
When prompted, provide a valid contact email where Microsoft can reach you regarding your case.
Explain your situation clearly: Be concise but provide all the relevant details.

It is also worth noting that if two step verification is enabled and you no longer have access to any of the verification methods, the standard recovery form will not work in that situation.

I hope this helps point you to the most appropriate next step.

Mrs Webster 25 Reputation points

2026-05-19T08:08:07.48+00:00

Thank you for this- nothing in my alt email which is my work email address. Nothing in the junk folder either. I am not allowed to do the phone verification- keeps telling me it's temporarily restricted which seems to happen because I have tried too often-which I haven't. I think at this stage I need to try and speak to a human, not the awful bot-calling service. I appreciate your reply and help.
Mrs Webster 25 Reputation points

2026-05-19T08:11:38.5933333+00:00

I also do not have the 'contact support ' option so...
Victor1-V 13,030 Reputation points Microsoft External Staff Moderator

2026-05-19T08:41:52.0733333+00:00

Thank you for the update, and I am sorry this has been so exhausting for you. It sounds like you have already tried several routes, checked the alternate email carefully, and are still being blocked from moving forward, so I completely understand why you now want to reach a real person instead of another automated path.

May I just confirm whether you followed the Microsoft support contact steps exactly?

You can try this contact path again as follows:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support

2, In the search bar provided on the page, type "Account recovery" and press Enter.

3, Click on the "Get Help" button that appears.

4, Scroll down the page until you see and click on the "Contact Support" option.

5, When prompted to select your product or service, choose "Other Products".

6, For the category, choose "Manage account security".

7, Look for and click on "Chat with a support agent in your web browser".

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.

9, When connected, clearly explain your situation. Be concise but include all relevant details.

If the Contact Support option still does not show, please let me know exactly which screen or message you reach after Get Help, and I will help you narrow down the next step as carefully as possible.
Mrs Webster 25 Reputation points

2026-05-19T09:25:18.13+00:00

So, I only have the option to contact support if I sign in- which I can't do. I have included a pic of what my are

options are; when I click continue, it takes me to the account sign-in helper. I have no choice for live chat.
Mrs Webster 25 Reputation points

2026-05-19T10:52:10.0466667+00:00

I don't think the picture copied over- in-case it didn't- I get a message saying online chat service isn't available just now as well.
Victor1-V 13,030 Reputation points Microsoft External Staff Moderator

2026-05-19T12:31:30.6433333+00:00

Thank you for checking. You do not need to sign in with the account you cannot access, instead, using another working Microsoft account. That account is only used to start the support request and receive replies. Once connected, explain that the locked account is the one you need help recovering.

If the page says that online chat is not available right now, it usually means chat is currently unavailable for that route, support hours, or agent availability. Please try again during normal business hours. You may also try using a private/InPrivate browser window or a different browser, so the page does not keep redirecting you back to the sign-in helper for the affected account.

I hope this helps you reach the correct support channel.
Mrs Webster 25 Reputation points

2026-05-19T13:10:45.7433333+00:00

Thank you- this makes sense! I will try this at home with another account. Thank you!
Victor1-V 13,030 Reputation points Microsoft External Staff Moderator

2026-05-19T13:49:45.1333333+00:00

You’re welcome, that sounds like a good plan - hope it goes smoothly when you try it at home.
Will Hale 0 Reputation points

2026-06-15T16:44:48.69+00:00

I also am having this issue. I never received a reply at all to my account recovery requests. Not a denial, not an approval, just nothing. Total silence from Microsoft.

I have made numerous attempts to use the Contact method you outlined and there is NO contact button at all. I was able to get in to a Chat for "Billing" and gave them my issue. They then transfered me to the right "department" and then the chat just went dead. Multiple times and once transfered, I get no response in the Chat at all.

There are no emails at all coming from Microsoft in response to my account recovery attempts. There are no email filters preventing an email from coming through, I have checked my spam folders, I have used different email addresses, all have resulted in the same exact thing. Total silence.

I have had this account for nearly 30 years.
Victor1-V 13,030 Reputation points Microsoft External Staff Moderator

2026-06-16T12:47:56.5433333+00:00

Hi Will,

I understand how frustrating this is, especially after trying the recovery form several times and not receiving any response.

As this is a user-to-user forum, fellow users here cannot check recovery form submissions, unlock accounts, or escalate account access cases.

For personal Microsoft accounts, recovery must go through the official Microsoft account recovery or locked-account review process. If the affected account cannot sign in, please try the Contact Microsoft Support steps I shared above using another working Microsoft account, or a temporary Outlook.com account, only to reach the support page. Then explain that the account needing help is the locked account.

If the contact option still does not appear, try again in a private browser window, use another browser, and temporarily disable VPN, ad blockers, or browser extensions.

I understand this is not the direct resolution you were hoping for, but account recovery has to stay within Microsoft’s official recovery channels for security reasons.