Locked out my Email account ... extremely mad @microsoft rn

Glickman 0 Reputation points
2026-08-18T01:51:28.8066667+00:00

I am submitting this question from a different Microsoft account because I am currently locked out of my primary Microsoft account.

I am the legitimate owner of the account I am trying to recover. I recently changed my phone number, and the old number is no longer available to me. Because of this, I cannot complete the phone verification required to access my account.

I have attempted Microsoft's account recovery form multiple times and have provided as much accurate information as I can, including the information requested by the form. Unfortunately, every recovery attempt has been unsuccessful.

I am essentially stuck in a loop: I cannot verify using my old phone number, and the account recovery form will not accept the information I provide as sufficient verification.

This is especially frustrating because I just purchased a game on Xbox for approximately $120, and now I cannot even access my account to play the game I paid for. I have spent this money legitimately through Microsoft/Xbox, but I am currently unable to access the purchase because I am locked out of my account.

I urgently need access to my account and am willing to provide additional information or complete another verification process to prove that I am the legitimate owner.

I am not asking for the security requirements to be bypassed. I am asking for an alternative way to verify ownership of my account now that my old phone number is no longer available.

Please let me know what options are available beyond repeatedly submitting the same recovery form. I would really appreciate any assistance in getting back into my account and accessing the content I have already purchased.

Thank you.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. AI answer

    2026-08-18T01:51:49.8966667+00:00

    The available options depend on whether the account has two-step verification enabled and whether any current security method is still accessible.

    1. If the password is known but the old phone number is no longer available:
      • Start sign-in to the Microsoft account.
      • At Verify your identity, select I don't have any of these.
      • Follow the prompts to replace the security info.
      • After replacement, there is a 30-day wait before sign-in is allowed.
      • If the old security info becomes available during that period, using it to sign in cancels the pending update.
    2. If the password is not known and there is no access to any security info:
      • Use the account recovery form.
      • Microsoft reviews the answers and responds to the working email provided within 24 hours.
      • The form can be retried up to two times per day.
      • To improve the chance of success, complete it from a device previously used to sign in and from a familiar location such as home or office.
      • A working email address is required for the recovery request response.
    3. If two-step verification is turned on and none of the alternate verification methods are accessible:
      • There is no alternative verification path through support.
      • Support agents are not allowed to send password reset links or change account details.
    4. If the account is locked:
      • Try signing in at the Microsoft account sign-in page to request a security code.
      • Any phone number that can receive text messages can be used for the security code; it does not need to be associated with the account.
      • If sign-in still fails, use the Sign-in helper.
    5. If some security info is still accessible:
      • Sign in to Advanced security options.
      • Select Add a new way to sign in or verify.
      • Confirm the new method with the code sent to it.
      • Then remove the old phone or email method.
      • Do not change all security info at the same time, because the account may be restricted for 30 days.

    Based on the described situation, the only supported paths beyond repeated failed sign-in attempts are:

    • Replace security info from the sign-in flow by choosing I don't have any of these, if the password is known.
    • Continue using the account recovery form, if the password is not known and no security methods are available.
    • Use the Sign-in helper if the verification options shown are not recognized and two-step verification is not enabled.

    A purchase on Xbox does not provide a separate recovery method for account access in the available guidance.

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

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