Account creation/lockout

For the stuck “click and hold” step when creating the new account:

1. Use the Microsoft sign-in helper to see if there is a known sign-in or creation issue and follow the guided steps: Sign-in Helper.
2. Try again in a different browser and in InPrivate/Incognito mode, and clear browser cache/cookies first. Also try a different network (for example, switch from home Wi‑Fi to mobile data) in case the current network is being blocked.
3. If the verification image or slider never completes on any device or network, wait 24 hours before trying again to avoid triggering more automated blocks.

For the Microsoft account that is now locked after signing in from another state and no longer having the old phone number:

1. Go to https://account.microsoft.com and sign in with the locked account. Follow the on-screen steps to unlock it by requesting a security code.
2. When prompted for a phone number, use any phone that can receive SMS; it does not have to be previously associated with the account or be a smartphone.
3. If the normal unlock flow fails or you do not see a “Next” option when signing in, use the link in the lockout message that starts with aka.ms/ and complete the account reinstatement form. Submit it once and wait for the Online Safety support agent to respond by email.
4. If the sign-in page reports that the account does not exist or you cannot get past verification, use the Microsoft account sign-in helper: Microsoft account sign-in helper.
5. If you cannot receive any verification codes on existing methods and normal reset fails, fill out the Microsoft account recovery form from a device and location previously used with the account: Account recovery form.

If the recovery form or helper ultimately indicates the account cannot be recovered, the account is not restorable and a new Microsoft account will be required for Outlook.com and Minecraft.

References:

• Microsoft account has been locked
• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• My username and password have stopped working
• What happens if there's an unusual sign-in to your account
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A