Require human to human phone contact

For a Microsoft account that cannot receive the verification code, the supported recovery path is online account recovery.

1. Start with the Sign-in Helper tool. It can identify the issue and may offer self-help steps or a path to an agent: Sign-in helper
2. If the account password is no longer working, use Recover your account and enter the email address, phone number, or Skype name used to sign in: Recover your account
3. If the sign-in flow offers security info that is no longer accessible, select I don't have any of these and follow the prompts to update backup security info.
4. If the account may have been compromised, use the hacked-account recovery flow. It can guide to self-help or offer the chance to talk to an agent: Start
5. If the account is specifically an Xbox account and the sign-in email or security info was changed, contact Xbox Support through the Xbox support contact flow.

Important facts for this situation:

• If two-step verification is turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
• Microsoft support agents are not allowed to access and change account details for account recovery.
• If a phone cannot receive text messages, account recovery must use the available online recovery options.

If a phone number is needed for account unlock, the number used to receive the text message does not need to already be associated with the account.

• Microsoft account security info & verification codes
• My username and password have stopped working
• Troubleshoot Microsoft verification code issues
• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Compromised Account - Microsoft Q&A
• Microsoft account has been locked