Unable to access email because Microsoft are sending messages to an old phone that I once had in Spain

At the Microsoft account sign-in prompt, select I don’t have any of these to replace the obsolete Spanish phone number with security information your neighbour can access.

If the password is known

1. Start signing in to the Hotmail account.
2. At Verify your identity, select I don’t have any of these.
3. Enter a current email address or other contact method that your neighbour can access, then follow the prompts to replace the old security information.
4. If all existing security information is being replaced, Microsoft imposes a 30-day waiting period before the account can be accessed using the new information.^1^

If “Security info change is still pending” appears, the replacement request has been registered. That 30-day period cannot be expedited. If the old phone becomes available during the waiting period and is used to sign in, doing so may cancel the requested change.^2^

If the password is also forgotten

Use the Microsoft account recovery form linked from Microsoft’s recovery guidance:

1. Supply the locked Hotmail address.
2. Provide a different, working email address where Microsoft can send the result.
3. Complete the form from a device and location previously used for the account, if possible.
4. Include as much accurate information as possible, such as:
   • Previous passwords.
   • Names of mail folders.
   • Subjects of recently sent messages.
   • Frequent contacts.
   • Previous billing information, if applicable.
5. Microsoft sends the result to the working contact email, normally within 24 hours. If verification fails, the form can be submitted again up to twice per day.^3^

If the form cannot verify the account, review the answers for accuracy and try again with additional historical information. Microsoft support agents cannot bypass identity verification, send a password-reset link, or manually change account details.^4^

After access is restored

Open the Microsoft account Security tab, select Manage how I sign in, and then Add a new way to sign in or verify. Add at least two accessible methods, such as:

• A recovery email address.
• Microsoft Authenticator.
• A passkey.

A new telephone-number option may not be offered because Microsoft is phasing out SMS for personal-account authentication and recovery.^5^

Do not remove every working security method simultaneously; that can place the account into another 30-day restricted state.

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. What does “Security info change is still pending” mean? | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support
4. Account recovery unsuccessful | Microsoft Support
5. Microsoft account security info & verification codes | Microsoft Support