Forgot the password and don't have access to Microsoft authenticator

The recovery method depends on whether this is a personal Microsoft account or an organization-managed work or school account; there is no supported way to bypass Microsoft Authenticator without identity verification.

Personal Microsoft account

This applies to accounts used with Outlook.com, Hotmail, Live, Microsoft 365 Personal, or Microsoft 365 Family.

1. On the Microsoft sign-in page, enter the account address and select Forgot password?
2. If another verification method appears that you can still access, select it, receive the code, and create a new password.
3. Because the old phone number and Authenticator are unavailable, select I don’t have any of these or use Microsoft’s Sign-in Helper from the official sign-in support page. The helper determines the recovery route available for the account.^1^
4. If directed to the Account Recovery Form, provide as much accurate information as possible:
   • Previous passwords
   • Recent email subject lines and contacts
   • Skype or Xbox details, if applicable
   • Billing information associated with Microsoft purchases

Microsoft must verify ownership before permitting a password or security-information reset. Support cannot simply remove two-step verification or manually disclose a password.^2^

Work or school account

This applies when the account is supplied by an employer, university, or another organization.

1. Go to the organization’s password-reset page linked from Microsoft’s work-or-school recovery instructions.
2. Enter the work or school address and try any previously registered method that remains accessible, such as another phone, email address, security key, or security questions.
3. If no method is accessible—or self-service password reset is unavailable—contact the organization’s IT help desk or Microsoft 365/Entra administrator. Ask the administrator to:
   • Reset the password.
   • Reset the registered multifactor authentication methods or require re-registration.
   • Issue a Temporary Access Pass, if the organization supports it, so Authenticator can be registered on the new phone.

Microsoft consumer support cannot reset an organization-managed password; that action belongs to the organization’s administrator.^3^

After access is restored, register the new phone and add at least one additional recovery method so losing one device does not cause another lockout.

Do not post the email address, old phone number, passwords, verification codes, or identity documents in this public forum.

References

1. Reset a forgotten Microsoft account password
2. I can't sign in to my Microsoft account | Microsoft Support
3. Get back into your work or school account | Microsoft Support