Having problems with my account

Follow these steps based on the current access level and issues described:

1. Since sign-in is possible with a passkey but not with password or Microsoft Authenticator, first update security info instead of trying to reset the password directly:
   1. Sign in to the Advanced security options page of the Microsoft account using the passkey: Sign in.
   2. Select Add a new way to sign in or verify and choose a method that is currently accessible (new phone number, email, or another method).
   3. When the code is sent to the new method, enter it and select Next.
   4. After the new method is confirmed, expand the old phone or verification method entries that are no longer accessible and select Remove, then confirm.
   5. Avoid removing all security info at once; otherwise the account may be restricted for 30 days.
2. If all existing security methods (old phone, authenticator, email) are inaccessible when trying to reset the password or verify identity:
   1. Begin sign-in to the Microsoft account as usual: Sign in.
   2. At the Verify your identity prompt, select I don't have any of these.
   3. Follow the instructions to replace security info. After replacement, there is a 30‑day wait before full sign-in and changes are allowed. During this period, if old security info becomes available and is used, the pending update will be canceled.
3. If the password is forgotten and none of the security info can be used:
   1. Use the account recovery form: Recover account.
   2. Before submitting, review the guidance at Help with the Microsoft account recovery form to provide as much accurate information as possible.
4. If another account name appears during password reset or verification:
   1. Confirm that the correct email address and domain are being used (for example, outlook.com vs. outlook.co.uk, hotmail.com, live.com).
   2. Ensure the email name is typed correctly (for example, rachel vs rachael).
   3. If the correct account still cannot be accessed, use the recovery form as above.
5. If verification codes are not received and no listed method is accessible:
   1. A different verification method must be chosen or access to the listed phone/email must be restored; support agents cannot send verification codes or change account details.
   2. If sign-in is not possible at all, use the sign-in helper tool: Sign-in helper or Sign-in helper depending on the entry point.
6. To reach support when normal sign-in is blocked:
   1. If another Microsoft account is available (or a new one can be created), sign in with that account and go to Contact Microsoft Support via Contact Microsoft Support or the Outlook.com help entry.
   2. Choose the Microsoft account or billing category and follow the prompts to Get Help and then Contact Support (chat or callback, depending on region).

These steps allow updating security info to a new phone number or method while using the existing passkey, and provide recovery paths if all verification methods are lost or another account appears during reset.

References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• I can't sign in to my Microsoft account
• My username and password have stopped working
• Verify my backup email address for my Outlook.com account
• Troubleshoot problems with the My Apps portal
• Unable to change password in my Outlook - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My account got hacked. - Microsoft Q&A