Can't get back into email/authentication

Chelsea Cornell 0 Reputation points
2026-10-15T21:27:41.3433333+00:00

Hello,

I need assistance recovering access to my Outlook email account.

I have two-step verification enabled, but I no longer have access to either of my verification methods. My account was removed from Microsoft Authenticator, and the phone number registered to my account is no longer available to me.

I attempted to add my email account back to Microsoft Authenticator, but I cannot do so because I have forgotten my password.

I then completed Microsoft's 30-day account recovery process, answered the security questions, and received a code to reset my password. However, when I enter the code, I am prompted to complete a second verification step using either my old phone number or Microsoft Authenticator. Since I cannot access either option, I am unable to proceed with resetting my password.

Could you please advise me on how I can regain access to my account and re-register Microsoft Authenticator without being able to sign in first? Or update my phone number?

I would appreciate any guidance on the available recovery options, as I have already completed the account recovery process but remain locked out.

Thank you for your assistance.

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-10-15T21:28:01.84+00:00

    With two-step verification enabled, access cannot be restored by re-registering Microsoft Authenticator or changing the phone number before sign-in succeeds.

    The supported paths are:

    1. At the sign-in prompt, select I don't have any of these.
      • This is the path for replacing security info when the registered phone number and Authenticator are unavailable.
    2. If the security info is successfully replaced, there is a 30-day wait before sign-in is allowed.
      • If the old security info becomes available during that period and is used to sign in, the pending update is canceled.
    3. If the password is also unknown, use the account recovery form.
      • Microsoft reviews the submission and sends the result to the working email address provided in the form within 24 hours.
      • If verified, instructions to sign back in are sent to that working email.
      • If not verified, the form can be retried up to two times per day.
    4. If two-step verification is turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
    5. If verification codes or security options shown do not look familiar, first confirm the account address is entered exactly correctly, including the correct Outlook/Hotmail/Live domain.
    6. For general sign-in issues, use the Sign-in Helper tool.

    Because the recovery form was already completed but sign-in is still blocked by the second factor, the remaining supported route is to replace the security info through I don't have any of these and wait for the 30-day security hold to complete.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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