Fix account recovery option in which has been diconnected and cant access

Bypassing two-factor authentication (2FA) is not supported. When 2FA is enabled, it cannot be overridden or bypassed by support or by the account recovery form.

If the phone number used for 2FA is no longer accessible, the only supported options are:

1. Use another verification method already on the account
   • Try to sign in and, at the verification prompt, look for any other listed methods (alternate phone, email, authenticator app, security key, etc.).
   • If another method works, sign in and immediately update security info:
     • Go to Security → Advanced security options on the Microsoft account dashboard.
     • Under Ways to prove who you are, add a new phone/email and then remove the old, disconnected number.
2. If you still know the password but lost some (not all) security info
   • Sign in to Advanced security options: Sign in.
   • Select Add a new way to sign in or verify, set up a new phone/email, verify it, then remove the old phone number.
3. If you know the password but lost access to all security info
   • Start sign-in: Sign in.
   • At Verify your identity, choose I don't have any of these.
   • Follow the prompts to replace security info.
   • After replacement, the account is restricted for 30 days before normal sign-in is allowed. During those 30 days, if the old security info becomes available again, using it cancels the pending change.
4. If you do not know the password and have no access to any security info
   • Use the Microsoft account recovery form. Read the guidance first: Help with the Microsoft account recovery form.
   • Then submit a request via the recovery form: Recover account.
   • Fill in as much accurate information as possible to prove ownership.

Important limitations:

• If two-step verification is turned on and none of the alternate verification methods are accessible, support agents cannot disable 2FA, send manual reset links, or change account details. In that case, if the automated recovery form fails, the account cannot be recovered.

References:

• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• How to go passwordless with your Microsoft account
• Common problems with two-step verification for a work or school account