My account is locked, and no one can help me

Question

My account is locked, and no one can help me

Eden 0

Hi! I created a new Microsoft account with a different email to be able to play minecraft with a friend of mine. The next day he account was locked and when I click the "Next" button to verify that i'm a human and the owner of the account is says that "account recovery has been blocked". I filled out the support form to get my account unlocked and the email I got back just tells me to verify that i'm the owner, which I explained in the form that I can't do that. I tried to call the support phone number but the automated answering machine has hung up on me six times now before I can ask for a representative. I don't understand what I did to get the account blocked or how to get help because I can't even sign into the account to contact support. I can't even sign into another account or create a different account because whenever I try to click the sign in or create new account buttons, it redirects me immediately back to the "account recovery has been blocked page", even when I'm on a different browser. I'm so overwhelmingly frustrated that I can't get in to the account, reach an agent, or call the help line that this is my final ditch effort. Is there anything I can do to get into this account or get in contact with an agent that can help me??

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Answer 1

@Eden said

I filled out the support form to get my account unlocked and the email I got back just tells me to verify that i'm the owner, which I explained in the form that I can't do that.

No human will ever look at your Account Recovery form. The automated process checks only if you have answered the specific questions on the form. Anything else is ignored.

I can't even sign into another account or create a different account

Try using a Private/Incognito browser session for any operations.

I don't understand what I did to get the account blocked

What does the Account Sign-In Helper say about the status of your account?

In a Private/Incognito browser session, open: https://aka.ms/sign-in-helper
Scroll down to "Choose how you normally sign in, then enter your details"
Click "With an email address"
Enter your email address and click [OK]

I tried to call the support phone number but the automated answering machine has hung up on me six times now before I can ask for a representative.

Try Chat Support

But, Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem).

Chat Support

Open a browser to https://support.microsoft.com/en-us/home/contact
Tell us your problem: {Whatever}
[Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]
Sign in with any Microsoft account
Products and services: "Other Products"
Category: "Manage Account Security"
[Confirm]
Choose a support option -> "Chat with a support agent in your web browser"

Answer 2

The supported paths are limited to Microsoft’s account recovery and sign-in tools.

Try the Sign-in helper first. Microsoft states that most sign-in issues can be identified there, including cases where the account cannot be accessed.
If the account is locked, try unlocking it by signing in at https://account.microsoft.com to request a security code. Microsoft states the phone number used for the code does not need to be associated with the account; it only needs to receive text messages.
If the account is still blocked and the normal verification path does not work, use the account recovery form: https://go.microsoft.com/fwlink/?linkid=2288285.
- Use a working email account that can receive Microsoft’s response.
- Complete the form from a device and location previously used to sign in, if possible.
- Gather any saved passwords first from browser or device password storage if available.
- Microsoft reviews the answers and sends a result to the working email address within 24 hours.
- If verification fails, the form can be retried up to two times per day.
If the account was locked due to suspicious activity and the sign-in page does not show the Next option, use the aka.ms/ link shown in that lock screen and submit the reinstatement request there. Microsoft states that after submission, an Online Safety support agent reviews the request and contacts by email.
If two-step verification is enabled and none of the alternate verification methods are accessible, Microsoft states support agents cannot send password reset links or change account details.
For technical support routing, use Contact Microsoft Support and select Get Help, then Contact Support if needed. Microsoft also states support agents cannot bypass account protection by sending reset links or changing account details.

If every sign-in attempt in the browser is being redirected back to the blocked recovery page, the remaining supported actions in the provided guidance are the Sign-in helper, the account recovery form, and the reinstatement form/link shown on the lock screen.

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