Microsoft account locked but still active after 2+ yrs

Dave Imp 0 Reputation points
2026-09-14T21:42:12.68+00:00

Microsoft account was locked 2+ years ago due to alleged terms of service breach. Filled out form to recover account, but was notified that because two step authentication was enabled no help could be given. Therefore account was going to be deactivated/closed. Over the past 2+ years I have sent emails to the email account that have not come back undeliverable. I am able to attempt to sign in the system prompts me to change the password. I go through the process of changing password the system sends code to my phone and or recovery email I enter code system accept it. I change the password when I try to re-login it tells me the account is locked. I fill out the form to recover the account and I’m told again that because two step authentication is turned on they cannot help and the account is going to be closed. I’ve been through this process four or five times with the same results in the last month. I have received emails from the set account that had been forwarded to another email that is somehow linked to the email address that is supposedly closed. I’ve sent emails to that email address and they come back to the inbox of the other email address. I need to speak with someone in customer support and not just get an automated response back. Any suggestions from anyone?

Outlook | Web | Outlook.com | Account management, security, and privacy

2 answers

Sort by: Oldest
Most helpful Newest Oldest

  1. AI answer

    2026-09-14T21:42:31.49+00:00

    Because two-step verification is enabled, support agents cannot send password reset links or access and change account details. In that state, the account recovery form will not help if alternate verification methods are unavailable.

    For a locked Microsoft account, the supported path is:

    1. Try to unlock the account by signing in at Sign in to request a security code.
      • Any phone number can be used to receive the security code.
      • The phone number does not need to be associated with the account.
    2. If the account still shows as locked after password reset and verification, use the sign-in helper tool: Sign-in helper.
    3. If the sign-in helper does not resolve it, contact Microsoft Support through Contact Microsoft Support, enter the problem, select Get Help, then Contact Support.

    Important limits in this scenario:

    • If two-step verification is on and alternate verification methods cannot be accessed, Microsoft cannot help recover the account through the recovery form.
    • Support agents are not allowed to send password reset links or change account details.
    • If the sign-in page does not show Next, and instead shows the account is locked due to suspicious activity or a Terms of Use issue, use the aka.ms/ link shown in that window and submit the reinstatement request. After submission, a Microsoft Online Safety support agent reviews it and responds by email. Do not submit additional requests repeatedly, because that can slow the response.

    The fact that mail does not bounce back does not confirm that the account is recoverable or active for sign-in. The supported actions are the unlock flow, the sign-in helper, the reinstatement form shown on the lock screen, and standard Microsoft Support contact for guidance.

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

    Was this answer helpful?

  2. Kai-H 26,840 Reputation points Microsoft External Staff Moderator
    2026-09-16T11:13:18.79+00:00

    Hi, Dave Imp

    Resetting the password only confirms control of a verification method. It does not remove a separate Terms of Use enforcement lock. Likewise, forwarded mail can continue reaching another inbox even while sign-in remains blocked.

    Here are some suggestions you can try:

    Locate the most recent rejection or enforcement email and check whether it contains an Appeal, Request another review, or case-reference option. If available, submit an appeal through the Digital Safety Appeals portal. Appeals are reviewed by a person, not only by the automated recovery system.

    If no appeal option appears, use the locked-account review form, which is specifically for account-status reviews rather than password recovery. Use a different working contact email and save the confirmation message. It should contain a ticket-tracking number that can be used in replies.

    In the request, clearly state: “Password reset and security-code verification succeed, but the account remains under an enforcement lock.” Include screenshots, approximate dates, and previous reference numbers, but never post those details publicly.

    The two-step verification button does not reliably confirm whether two-step verification is currently enabled. Only the account review team can determine the enforcement status.

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

    If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment."    

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.