Authentication method

For a personal Microsoft account, the phone number on file cannot simply be changed by someone else to a personal email address through support. Support agents are not allowed to access and change account details.

If access to the account is still available:

1. Go to Security at https://account.microsoft.com/security.
2. Select Manage how I sign in.
3. Select Add a new way to sign in or verify.
4. Add a recovery email, Microsoft Authenticator, or a passkey.

If the goal is to change the email address associated with the Microsoft account:

1. Go to Manage how you sign in to Microsoft at https://account.live.com/names/manage.
2. Select Add email.
3. Verify the new email.
4. Optionally make it the primary alias.

Important details:

• For personal Microsoft accounts, adding a new phone number may not be available. Available options may be a recovery email address, Microsoft Authenticator, or a passkey.
• If access to the old phone number is lost, recovery can still be possible with a verified email and passkey.
• If sign-in is no longer possible, use the Sign-in Helper.
• If no verification method is available, select I don't have any of these during sign-in and follow the prompts.

References:

• Microsoft account security info & verification codes
• Change the email address for your Microsoft account
• Microsoft to stop sending SMS codes for personal accounts
• I can't sign in to my Microsoft account
• Common problems with two-step verification for a work or school account