Locked out from my account

To proceed, use only the supported self-service recovery options; support agents cannot bypass verification or send codes manually.

1. Since Microsoft Authenticator was erased and there is still access to alternate email and phone:
   • Go to the Microsoft account Security basics or Advanced security options page and sign in using the method that still works (for example, the alternate email).
   • Select Update info or Add a new way to sign in or verify.
   • Add a new phone number or email that can reliably receive codes.
   • When prompted, enter the code sent to that new method to confirm it.
   • After confirming, remove the old verification method that is failing (for example, the phone that shows “not available at the moment”), so future sign-ins use working methods.
2. If access is lost to some, but not all, security info (for example, Authenticator and phone are unusable but alternate email still works):
   • Sign in to Advanced security options.
   • Use the working method (alternate email) to receive a code.
   • Add a new verification method (new phone or email) and confirm it.
   • Expand and Remove the methods that are no longer accessible.
   • Avoid changing all security info at once; otherwise the account can be restricted for 30 days.
3. If access is lost to all security info but the password is known:
   • Start sign-in to the Microsoft account.
   • At Verify your identity, choose I don't have any of these.
   • Follow the steps to replace security info.
   • After replacement, sign-in will be blocked for 30 days before full access is restored. During those 30 days, if the old security info becomes available again, it can still be used to sign in, which cancels the pending change.
4. If the password is forgotten and there is no access to any security info:
   • Use the Microsoft account recovery form as described in Help with the Microsoft account recovery form.
   • Provide as much accurate information as possible (old passwords, contact details, etc.).
   • If the form is rejected, wait for any temporary lockouts to expire and try again; there is no manual override beyond this process.
5. If Authenticator backup cannot be restored (for example, backup account not accessible):
   • Authenticator accounts must be re-added manually; support agents cannot restore Authenticator credentials.
   • After regaining account access via steps above, reconfigure Microsoft Authenticator and add backup/alternate methods so a single failure does not lock out the account again.

If verification codes are not arriving to the phone:

• Check whether the phone or carrier is blocking SMS from unknown numbers, or whether the inbox is full.
• Avoid repeated requests for codes, as too many attempts can cause temporary blocking of verification messages.
• If blocked due to unusual activity or high volume of requests, wait (up to several days) and try again, or use another verification method (such as alternate email) while waiting.

If none of the verification methods work and the recovery form does not validate ownership, there is no additional supported path to regain access beyond retrying the recovery form after any blocks or temporary issues clear.

References:

• Troubleshoot Microsoft verification code issues
• Restore account credentials from Microsoft Authenticator
• Common problems with two-step verification for a work or school account