Cannot Access Microsoft Account – Family Subscription Admin Locked Out

Question

Cannot Access Microsoft Account – Family Subscription Admin Locked Out

elijah van Frederikslust 20

Hello, we are having trouble accessing the Microsoft account that manages our Microsoft 365 Family subscription. The main account holder (my sister) can no longer access her account because the phone number linked to it is no longer active, and account recovery attempts via the questionnaire have failed. This account is the administrator of the family plan, which we are still paying for annually. However, because we cannot access the account, we cannot manage the subscription or invite new family members.

We would like to know:

How we can either regain access to the account, or

How we can cancel the subscription and stop payments.

We can provide proof of payment, the account email address, and any other required information. Thank you for your help.

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Answer 1

Hey there! Nice to meet you!

Based on your description, I'm afraid the only way to recover the account is through the account recovery webform: https://account.live.com/acsr

Detailed steps on how to use the Account Recovery Form can be found here: https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time-consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Lastly, if it is no longer possible to recover the account through ACSR, in regards to the active subscription, according to Independent Advisor WattyNuela: https://answers.microsoft.com/en-us/xbox/forum/all/i-cant-cancel-a-subscription-lost-login/b4e53b04-18ab-428e-9384-f52269746bf1

"I would like to let you know that without accessing the account is not possible to cancel a subscription, and no one at Microsoft can access to this information.

If you already tried all the methods available regarding account recovery, I can recommend you reach out to your bank and ask for one of the next options:

Block this incoming charge from Microsoft
Block the current card and ask for a new one."

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl