Locked out of my Microsoft account after replacing my phone

EC 0 Reputation points
2026-07-16T10:53:35.9+00:00

Hello,

I'm locked out of one of my Microsoft accounts.

About four months ago, I got a new phone, but I continued using my old phone to approve Microsoft sign-in requests. Recently, I decided to remove my old phone as my sign-in approval device so I could set up my new phone instead. Unfortunately, right after removing it, I realized I had forgotten my password.

I tried using "Forgot password." Microsoft sends a verification code to my recovery email, which I receive and enter successfully. It then asks me to verify the same recovery email a second time. I receive the second code and enter it correctly, but instead of continuing, I receive the error message "There was a problem. Please try again later." As a result, I cannot complete the password reset process.

I also tried entering my password several times from memory. Now, when I try to sign in, I receive a message saying there have been too many unsuccessful sign-in attempts, and my account has been temporarily locked.

I still have access to this Microsoft account on both my old and new phones because the account is already signed in on both devices. However, I cannot sign in on any new device. Since I'm still signed in on both phones, I can provide any information needed to verify that I am the owner of the account.

Could you please advise me on how to regain access to my account and set up my new phone for Microsoft sign-in?

Thank you.

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-07-16T10:54:14.4333333+00:00
    1. Stop all sign-in, password reset, and verification attempts for at least 24 hours. Repeated failed sign-ins or repeated verification requests can trigger a temporary lock or rate limit, and additional attempts can prolong it.
    2. Do not sign out of the account on either the old phone or the new phone. Since the account is still signed in on both devices, keep that access intact.
    3. After the waiting period, try the password reset again from a device and location previously used with that account. Completing recovery from a recognized device and usual location improves the chance of success.
    4. If the password reset flow asks for a verification code, enter the code sent to the recovery email. If code delivery or validation fails again, use the verification-code troubleshooting guidance.
    5. If access to security info has been lost:
      • If access remains to some security info, sign in to Advanced security options, add a new way to sign in or verify, confirm it with a code, then remove the old verification method.
      • Do not change all security info at the same time, because the account may be restricted for 30 days.
      • If access to all security info is lost, at the Verify your identity prompt select I don't have any of these and follow the steps to replace the security info. After replacement, there is a 30-day wait before sign-in is allowed.
    6. If the account is still blocked after the cooldown and normal reset flow does not work, use the Sign-in Helper or the account recovery form.
    7. If unusual activity triggered the block, signing in from a trusted device or usual location can help. Since the account is still active on the existing phones, those devices are the safest starting point.

    After access is restored, add the new phone as a sign-in or verification method before removing any remaining working method.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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