Locked out account. Lost email and number to verify myself

daniella b 0 Reputation points
2026-08-28T13:36:19.45+00:00

I’ve been locked out of my Xbox account after entering the wrong password too many times. I need to verify it’s me, but I no longer have access to the old phone number linked to the account. The account is still on my console, just signed out. I’ve tried the recovery form multiple times with no luck and don’t know what to do next.

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-08-28T13:36:35.7933333+00:00

    Since the account was locked after too many incorrect password attempts and the old phone number is no longer available, the supported recovery path is:

    1. Start with the Sign-in Helper to check the account state and get the correct recovery path.
    2. If the account still cannot be verified, use the account recovery form again.
    3. Complete the recovery form from a device and location previously used with that account, if possible. This can improve recognition.
    4. Use a working contact email in the form so Microsoft can respond about the request.
    5. Before submitting again, gather any saved passwords from Microsoft Edge, Windows Web Credentials, Chrome, Mac Keychain, or iCloud Keychain if those were ever used with the account.

    Important limits from Microsoft:

    • If the account has two-step verification enabled and there is no access to any alternate verification method, support cannot reset the password or change account details.
    • Support agents also cannot send password reset links or directly change account details for account recovery cases.

    If the password is known but the old security info is gone:

    1. Begin sign-in.
    2. At Verify your identity, select I don't have any of these.
    3. Follow the prompts to replace the security info.
    4. After replacement, there is a 30-day wait before sign-in is allowed.

    If the password is not known and there is no access to any security info:

    • Read the recovery form guidance carefully and submit the request through the recovery form.

    If the account shows as locked due to suspicious activity and the sign-in page does not show Next, use the reinstatement link shown in that window and follow the instructions there. After submission, a Microsoft Online Safety support agent reviews the request and contacts through email.

    References:

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

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