Been kicked out of my whole Microsoft account

Casey Zlatkus 0 Reputation points
2026-09-15T06:36:00.1866667+00:00

Hello,

I've been logged out of my Microsoft account for about 1 year now. I've tried so many avenues to get it fixed. However nothing is working. Now I can't use my laptop since everything needs to be logged into to my Microsoft to work. I changed my phone number from a united states number to an Australian number and because of that I can't use the authenticator app or my phone number as secondary authentication. When I go to use my password, it says that something went wrong and to try again, or it says that the password is incorrect. It won't let me reset the password without the authenticator app though. I've sent more than one request to be let into my account but the email i got back said that they didn't have enough information to give me my account back, but didn't tell me how to fix that. I would love if anyone knows how I can get back in?

Thank you

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Kai-H 26,950 Reputation points Microsoft External Staff Moderator
    2026-09-16T11:20:15.1033333+00:00

    Hi, Casey Zlatkus

    The online account and the Windows laptop sign-in are related, but they are not always the same. A Windows Hello PIN may still unlock the laptop even when the Microsoft account password or verification methods no longer work.

    Here are some suggestions you can try:

    On the laptop’s sign-in screen, select Sign-in options, then choose the PIN or fingerprint icon. The PIN is device-specific and is different from the Microsoft account password.

    Check whether another user account appears in the lower-left corner. If another administrator account exists, sign in there and back up the locked profile’s files before making further changes.

    Search personal records for a previously generated 25-digit Microsoft recovery code. During sign-in, select Other ways to sign in > Use my password > Forgot password? > Use a different verification option > I don’t have any of these, then enter that code.

    If Authenticator backup was enabled, install Authenticator on the same platform, Android-to-Android or iPhone-to-iPhone, and choose Restore from backup before signing in.

    Avoid resetting or reinstalling Windows until important local files have been backed up.

    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."    

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  2. AI answer

    2026-09-15T06:36:18.0566667+00:00

    Because access to the old phone number and authenticator method is gone, the supported recovery path is to use Microsoft’s account recovery and sign-in tools.

    1. Start with the Sign-in Helper tool. It can identify account issues and either provide self-help steps or offer the option to talk to an agent.
    2. If the account name is not recognized or sign-in keeps failing, verify the exact sign-in address:
      • Check the correct email domain, such as .com vs .co.uk.
      • Check for spelling differences in the account name.
      • If another alias or phone number was added to the account, try that instead.
    3. If the password is correct but sign-in still fails, use Recover your account and complete the reset flow:
      • Enter the email address, phone number, or Skype name used to sign in.
      • Choose where to receive the security code.
      • Enter the code, then set a new password.
    4. If the recovery form was already rejected for “not enough information,” improve the next submission before sending it again:
      • Use a working email address that can receive Microsoft’s reply.
      • Fill in as much accurate account information as possible.
      • Review the guidance for the Microsoft account recovery form first.
    5. If two-step verification is enabled and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details. In that case, the available path is the automated recovery options and sign-in helper.
    6. If the account may have been compromised, first run a full antivirus scan on the PC, then change or reset the password, and after recovery check connected accounts, forwarding, and automatic replies.
    7. If the account has not been signed in to for more than two years, it may have been deleted and can no longer be reopened.

    Useful entry points from Microsoft:

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

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