Authenticator

If both the password and all security info (Authenticator, phone, and recovery email) are lost, the only supported way to try to regain access is the Microsoft account recovery process.

Follow these steps:

1. Go to the Microsoft account password reset page and start recovery
   • Select Recover your account and enter the email address of the account to recover.
   • Follow the prompts to try standard reset with any security info that might still work.
   • If prompted for verification methods you cannot use, choose options like I don't have any of these when available.
2. If no security info works, use the account recovery form
   • Read the guidance in Help with the Microsoft account recovery form first: Help with the Microsoft account recovery form.
   • Then submit the recovery form via the Recover account link in that article.
   • Provide as much accurate information as possible (previous passwords, subject lines of recent emails, folder names, contacts, etc.). Microsoft will review and respond, typically within 24 hours.
3. If two-step verification was turned on and no security methods are available
   • The documentation states that if two-step verification is enabled and none of the alternate verification methods can be accessed, support agents cannot override security or send reset links. In that case, only a successful recovery form submission can restore access.
4. If you still know the password but lost all security info
   • If at any point you can still sign in with the password, follow this flow instead:
   – 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, inaccessible methods.
   – Do not remove all security info at once, or the account may be restricted for 30 days.

If none of these steps succeed and the recovery form is rejected, the documentation does not provide any additional method to regain access.

References:

• My username and password have stopped working
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• Common problems with two-step verification for a work or school account
• Restore account credentials from Microsoft Authenticator
• Can't sign in to my email - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A