Cant sign into outlook on new phone, recovery account doesnt work.

Question

Cant sign into outlook on new phone, recovery account doesnt work.

Elijah Caldwell 0

Hi,

My mum got a new iphone last week and a few days ago she transferred all her stuff over. She has to sing back into outlook on her new phone but cant, she forgot her password and the number on the account is an old phone number she no longer has access to. i have tried the account recovery several times and havent heard back from them after 3-4 days, ive googled everything, tried contacting microsoft but had no help as it was just a bot, AI was just telling me to go back to google and do the account recovery. I cant find an email or phone number to contact a real person to help me resolve this issue. its ridiculous. we still have access to her account on her old phone but we cant reset the password or change the phone number to the account without being logged into it online, which we cant do because account recovery isnt working even when proved with a bunch of information. any help would be greatly appreciated as microsoft is no help at all and the way the do things is unbelievably annoying and difficult for no reason. i should also mention my mum was silly enough to keep trying passwords and got her account blocked from trying too many wrong ones if that effects anything.

0 comments

1 answer

Your answer

Answer 1

Hi @Elijah Caldwell

I’m sorry your mum is experiencing this issue.

As the account was blocked after several incorrect password attempts, please stop trying to sign in or request verification codes for at least 24 hours. After that, use the Microsoft Sign-in Helper from the old phone or another familiar device and network.

Please do not sign out, remove the account, uninstall Outlook, or reset the old phone while the mailbox is still accessible there.

Also check the Inbox, Junk, and Spam folders of the contact email address entered on the recovery form. If no result was received, submit the account recovery form again with additional details, such as previous passwords, exact email subject lines, frequent contacts, and connected Microsoft services. Microsoft normally responds within 24 hours, and the form can be submitted up to twice per day. Help with the Microsoft account recovery form

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.