New phone locked out of microsoft

Question

New phone locked out of microsoft

Annie 0

My old phone was factory reset. I could not restart and purchased new phone. Same number. I could not remember my password for one drive as I was logged in all the time. I usually authenticate through the app. I tried a password reset and kept selecting try another way. I entered the email for the account and the code but it would not accept my phone number for a text. The phone number associated with my account. Presently im using a new microsoft wccount just to post here. I contacted support no help. I saw the password had changed(email) but I was unable to change it so obviously I'm concerned. Ive filled out the recovery form several times but it's limited, you can't upload info that might help. Ive never used outlook to send emails but I do have an active one drive subscription so I entered that. I tried sign on helper to no avail. I am.also locked out of my laptop because it's tied to Microsoft. I also require the Authenticator for work. To tell you this has been stressful is an understatement with no avenue for help. People change phones phones break and now I'm in a 30 day wait period but no physical date was provided for that. What day does it start end. And I have no idea how my password was changed if I wasn't successful so additional worry about my data is also an issue.

Annie 0 Reputation points

2026-10-12T21:21:15.1333333+00:00

Your ai response was inappropriate and it just highlights how incredibly vulnerable our data is. If I requested a security change why can I not not observe what was changed? If it's an authenticator change why not just say that?Makes sense - my phone with the authenticator is gone, therefore I must have other options. Additionally I received a changed password before the 30 day wait period, but I never changed it. It would not accept the phone tied to my account as the 2nd authenticator. That makes me even more vulnerable. No one can tell if if my data was taken deleted if it is safe, I cannot get help. You are not protecting people because you provide zero help. I am a paid one drive subscriber.

1 answer

Your answer

Annie 0 Reputation points

2026-10-12T21:21:15.1333333+00:00

Your ai response was inappropriate and it just highlights how incredibly vulnerable our data is. If I requested a security change why can I not not observe what was changed? If it's an authenticator change why not just say that?Makes sense - my phone with the authenticator is gone, therefore I must have other options. Additionally I received a changed password before the 30 day wait period, but I never changed it. It would not accept the phone tied to my account as the 2nd authenticator. That makes me even more vulnerable. No one can tell if if my data was taken deleted if it is safe, I cannot get help. You are not protecting people because you provide zero help. I am a paid one drive subscriber.

Answer 1

I'm sorry to hear that you're having trouble accessing your Microsoft account. To better understand the situation and help you find the appropriate solution, could you please clarify a few things?

When you try to sign in at https://account.microsoft.com using your regular password, do you receive an error stating that the password is incorrect, or are you able to enter your password but get stuck at the verification step? When you attempt to verify your identity using your phone number, what exact error message appears that prevents you from using it as a verification method? Since you mentioned having two-step verification enabled, do you have another verification method registered, such as an alternate email address or the Microsoft Authenticator app? If so, have you tried using it?

As you mentioned, phone numbers can change over time. This is precisely why Microsoft allows users to register multiple security verification methods. Additionally, Microsoft offers a 25-character recovery code that should be stored in a safe place. This code can help you regain access to your account if you lose access to your usual verification methods. Have you saved this recovery code? If so, have you tried using it to recover access to your account?

Please share the results and any exact error messages you receive, without including passwords, verification codes, or other sensitive information. This will help me determine the most appropriate next steps.