Problem when attempting to log into Microsoft account - please help.

Yash Vasandani 40 Reputation points
2026-08-15T11:18:26.5866667+00:00

I am unable to regain access to my personal Microsoft account. I changed my phone number and tried changing my security information, but when I tried to cancel the request to change my security information, the page asked me for my old phone number, which I no longer have anymore - it's gone now.

This account is extremely important to me, and I need to regain access.

How do I cancel the security change request when it asks me for a phone number that I don't even have, use, or have access to anymore?

Outlook | Web | Outlook.com | Account management, security, and privacy
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Answer accepted by question author
Darhyl Amizola 49,955 Reputation points Independent Advisor
2026-08-15T11:57:50.02+00:00

Hey there! Nice to meet you!

Unfortunately, it is not possible to cancel the security info change request since you do not have access to the current verification method (your old phone number) linked to your account.

Your only option is to wait for the 30-day restriction state in order to fully update your security info and regain access to your account.

You may check this link for more information regarding the 30-day security info change:

https://support.microsoft.com/accounts-billing/manage/what-does-security-info-change-is-still-pending-mean#:~:text=You%20were%20the%20person%20who%20removed%20the%20security,these%20security%20proofs%20to%20complete%20the%20cancel%20request.

Please feel free to let me know if you need anything else.

Best regards,

Darhyl

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AI answer

2026-08-15T11:18:40.14+00:00

If all security info was removed and replaced, the account enters a restricted state for 30 days. During that pending period, access is limited until the change takes effect.

If the old phone number is no longer available, these are the supported paths:

  1. At sign-in, select I don't have any of these at the identity verification prompt.
  2. Follow the prompts to replace the security info.
  3. If all security info has been replaced, the account must wait 30 days before sign-in is allowed again.
  4. If the current security info becomes available during those 30 days, signing in with it cancels the security info update.

Important points:

  • Microsoft warns not to change all security info at the same time, because the account can be restricted for 30 days.
  • If the account is showing "Your security info change is still pending" or "You can't access this site right now", that means the 30-day waiting period is in effect.
  • If the issue is broader than the pending security change, use the Sign-in Helper tool.
  • If account recovery is needed and a recovery attempt fails, recovery can be retried up to two times per day.
  • Support agents cannot send password reset links or change account details for this scenario.

References:

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

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