my microsoft account has been locked and i have sent the report of it but they are not responding to it

Question

my microsoft account has been locked and i have sent the report of it but they are not responding to it

ItzDemon 0

so my microsoft account got locked like 3-4 days ago and i dont know the reason for it what can i do to get my account back it is very frusterating

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2 answers

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Answer 1

Kai-H 26,665 Microsoft External Staff Moderator

Hi, ItzDemon

I understand how frustrating this is. Since you have already submitted the locked-account report, the next step is to confirm that Microsoft actually received it and that the case is still active.

Here are some suggestions you can try:

Look for the automatic confirmation email containing a ticket tracking number. A successfully submitted locked-account review normally generates this email. If you never received a tracking number, the report may not have completed correctly.

Use Contact Microsoft Support, enter Microsoft account locked, then select Get Help and Ask our Support Assistant > request it to connect to a human agent if offered. Provide the tracking number and ask the agent to check whether the request is active or needs to be routed correctly. Support cannot unlock the account directly, but it can help identify the appropriate support option.

If this is actually a work or school account rather than a personal Outlook/Hotmail account, contact your company or school’s Microsoft 365 administrator. Organizational accounts must be checked and re-enabled by the administrator, so the personal account process will not resolve that type of lock.

Never pay anyone claiming they can unlock the account or bypass Microsoft’s review.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.

Thank you for your patience in reading, I hope this information has been helpful to you.

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ItzDemon 0 Reputation points

2026-09-14T09:40:32.9033333+00:00

Thanks for the response

I has a question that can my account be unlocked if i have 2fa on and i have access of emails that i have added for 2fa
Kai-H 26,665 Reputation points Microsoft External Staff Moderator

2026-09-15T06:21:41.4566667+00:00

Hi, ItzDemon

Yes, having 2FA enabled and access to the verification email addresses is helpful. You should be able to receive the security code and prove that you own the account. Two-step verification uses your password plus a registered contact method to confirm your identity.

However, whether this unlocks the account depends on the type of lock:

If the sign-in page offers email verification, select an email address you can access, enter the code, and complete the instructions.

If the page says the account was locked for suspicious activity or a Terms of Use issue, successfully completing 2FA will not automatically remove that lock. The account must still be reviewed through the reinstatement request you already submitted.

Continue monitoring the 2FA email accounts, including their spam or junk folders, for both verification codes and the response to your case.

Do not remove or replace your current security information while the account is locked. Since you still have access to it, keeping it unchanged gives you the best chance of completing verification when prompted.
ItzDemon 0 Reputation points

2026-09-15T07:25:37.5966667+00:00

Hey

So my page is showing the account was locked for suspicious activity or a Terms of Use issue and i have received 1 response saying that as 2fa in turned on in my account that's why they can't unlock my accountThe response from the form was as we found Two-Step Verification (TSV) has been enabled on the account. Unfortunately, when TSV is turned on, we are unable to assist with an account recovery as TSV takes the account recovery completely out of control of customer service. We are unable to remove the TSV or make any changes to the security information on the account due to security protocols set up on the account and accepted in the Microsoft Services agreement when the account was created
Kai-H 26,665 Reputation points Microsoft External Staff Moderator

2026-09-16T06:28:46.1733333+00:00

Hi, ItzDemon

That response means the standard recovery form cannot be used because two-step verification is enabled. However, your issue is an account suspension, not a forgotten-password recovery, so the relevant process is the locked-account reinstatement review.

Since you still have access to the registered verification emails, try signing in again and complete both verification steps if they are offered. Two-step verification may require two separate codes, depending on the security methods registered to the account.

If the page still only displays the suspicious-activity or Terms of Use lock, reply directly to the email containing the case number. Explain clearly:

I am not asking to reset my password or replace my security information. I have access to my registered two-step verification methods. I am requesting a review of the account suspension and an opportunity to complete verification using those existing methods.

Do not submit the normal account recovery form again, because it cannot bypass 2FA. For this type of lock, the official path remains the reinstatement link shown on the locked-account page, and the Online Safety team must review it.

Unfortunately, if the Online Safety team confirms its decision and does not offer another verification step, regular support cannot remove 2FA or manually unlock the account.
ItzDemon 0 Reputation points

2026-09-16T07:01:40.81+00:00

Hey

The page is still showing suspicious-activity or Terms of Use lock and can you tell me where can i find the case number or where i can get contact with a human support the ai cant help in this case.
Kai-H 26,665 Reputation points Microsoft External Staff Moderator

2026-09-16T07:06:06.48+00:00

The case number is the ticket tracking number in the automatic confirmation email sent after the locked-account form was submitted. Search the contact email used on the form, including Junk and Spam, for “Microsoft,” “ticket,” “case,” or “tracking number.” The reply you already received may also show it in the subject line or message body.

To try to reach a human:

Open Contact Microsoft Support and enter account locked. Select Get Help, then Ask our Support assistant if that option appears. You may have to sign in with a different working Microsoft account.

Request chat with a live agent or callback, depending on what is available in your region.

Give the agent the tracking number and explain: “This is a suspicious-activity or Terms of Use suspension. I still have access to my existing 2FA methods, and I am requesting a review of the suspension, not a password reset.”

Please be aware that a regular support agent can help check the available support route, but most agents cannot access or overturn the locked-account review. The specialized review form and the email response from that team are the official channel for reinstatement.

Answer 2

If the account is locked, the main self-service path is to sign in at https://account.microsoft.com and request a security code to unlock it.

Key points:

Any phone number that can receive text messages can be used for the security code. It does not need to be linked to the account.
The code expires after 10 minutes.
If the code does not work, enter the numbers from the body of the text message, not the header.
If "usage limit exceeded" appears, the phone number may have been used too many times in a short period, or the number was flagged as suspicious.

If the sign-in page does not show a Next option, the account may be locked for suspicious activity or a Terms of Use violation. In that case, use the aka.ms/ link shown in the lock screen and submit the account reinstatement form. After submission, a Microsoft Online Safety support agent reviews it and contacts by email. Do not submit additional requests, because that can slow the response.

If the account is still blocked after 3–4 days:

Check the inbox, junk, and spam folders for the email address used for the reinstatement request.
If another verification method is available, try that method instead.
Try a different network, such as switching between Wi‑Fi and mobile data.
If repeated verification attempts were made, wait at least 24 hours before trying again. In some cases, waiting longer can help.
Use the sign-in helper to identify the available recovery path.

If access to security info was lost:

If the password is known but not all security methods are available, sign in to Advanced security options, add a new way to sign in or verify, confirm it with a code, then remove the old method.
Do not change all security info at once, because the account may be restricted for 30 days.
If access to all security info is lost, select I don't have any of these during sign-in and follow the replacement process. After replacement, there is a 30-day wait before sign-in is allowed.
If the password is not known and no security info is available, use the account recovery form.

Support can help route the issue, but support agents cannot send password reset links or change account details for a locked Microsoft account.