Forgot password and phone number is old one

If the password is forgotten and the code is going to an old phone number, the supported paths are:

1. Start with the Sign-in Helper tool. It checks the account details and tells what recovery step to take next.
2. If the password is forgotten, use Forgot password / Reset password and try the available verification options.
3. If none of the verification options are usable, at the Verify your identity step select I don't have any of these and follow the prompts to replace the security info.
4. If access to all security info is lost and the password is not known, submit the account recovery form.

Important limits for this situation:

• If two-step verification is turned on and there is no access to any alternate verification method, support agents cannot reset the password or change account details.
• If security info is replaced, there can be a 30-day wait before sign-in is allowed.
• Microsoft support can route to help options, but support agents are not allowed to send password reset links or access and change account details.

For the recovery form, the best-supported guidance is:

• Use a working email address that can receive the recovery response.
• Enter as much account history as possible.
• For Outlook.com/Hotmail.com accounts, exact email subject lines and contact details can help.
• If unsure on some answers, complete as much as possible.
• Microsoft reviews the answers and responds within 24 hours.

Since the account is still signed in on the phone app, if the current password is remembered there is a direct path:

1. Go to the Advanced security options page.
2. Select Add a new way to sign in or verify.
3. Confirm the new email or phone with the code sent there.
4. Remove the old phone number from the security info.

Caution: do not change all security info at the same time, because the account may be restricted for 30 days.

If the recovery form is submitted and no response arrives, the remaining supported option is to use Contact Microsoft Support through the public support flow, but account access still cannot be manually restored by an agent.

References:

• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• Forgotten your Microsoft account username
• My username and password have stopped working