I can't get into my Microsoft account to update payment and am locked out of my emails

Recover access to the Microsoft account first, then use Microsoft’s support page to request human help with the Microsoft 365 payment issue.

1. Recover access to email and the account

Open Get help with your Microsoft account and select Start under Can’t sign in. Enter the email address or mobile number associated with the account and complete the recommended recovery process. ^1^

If password recovery is offered:

1. Enter the email address, phone number, or Skype name used for the account.
2. Choose an available destination for the security code.
3. Enter the code.
4. Create a new password.
5. Sign in to Outlook again. ^2^

If Outlook.com specifically says the account is temporarily blocked, reset the password using the unblock process. ^3^

If the message explicitly says the Microsoft account has been locked, try signing in at account.microsoft.com. If the sign-in window provides a link beginning with aka.ms/, use that link to submit the account-reinstatement form. Submit it only once; Microsoft states that duplicate requests can delay review. ^4^

2. Request a human support agent

Go to Contact Microsoft customer support:

1. Select the Personal account section.
2. Under Microsoft technical support, select Get help.
3. Enter: Locked out of personal Microsoft account and need Microsoft 365 billing help.
4. Complete the prompts and select Contact Support when offered.
5. Choose Microsoft 365 and Office or Account and billing, then choose an available contact method such as browser chat. Microsoft states that the available option may include chat. ^5^

If the page requires a sign-in that the locked account cannot complete, use another working Microsoft account—or create one solely to reach support—and tell the agent the affected email address only after entering the private support session.

Support can assist with the billing issue and guide recovery, but agents cannot send password-reset links or directly access and change account details. Account ownership must be established through Microsoft’s recovery or reinstatement process. ^5^

3. Update payment after access is restored

Sign in to the Services & subscriptions page using the same personal Microsoft account associated with Microsoft 365. Review the subscription’s renewal status and payment details. Microsoft’s renewal guidance also routes unresolved renewal errors to Contact Support. [^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Problems renewing a Microsoft 365 subscription | Microsoft Support")

Do not post your email address, phone number, payment-card information, recovery codes, or identity documents in this public Q&A thread.

References

1. Get help with your Microsoft account
2. My username and password have stopped working | Microsoft Support
3. Unblock my Outlook.com account | Microsoft Support
4. Microsoft account has been locked | Microsoft Support
5. Contact Microsoft customer support | Microsoft Support
6. [Problems renewing a Microsoft 365 subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])