Account still on hold after Microsoft confirmed I’m the owner and closed my case as resolved

Miguel Martins 0 Reputation points
2026-11-03T11:24:34.0633333+00:00

My Microsoft account ******@hotmail.com was put on a security hold about a year ago while a support case was investigated.

Since then I have filled in the same verification form around ten times across cases SIR21972145, SIR24388547, SIR24644574 and SIR24657734, often without any reply. Case SIR24657734 finally confirmed I am the owner and was closed as resolved. I reset my password and it works, but the hold was never removed and I still cannot use the account.

Now a new case, SIR25096315, is asking me to verify ownership from the beginning again, even though Microsoft already confirmed it.

A year of repeated forms, closed cases and no account. Is there a way to get this escalated to the team that can remove the hold? I have lost access to my games, Game Pass Ultimate and all my progress.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Hornblower409 18,685 Reputation points
    2026-11-04T14:18:37.3633333+00:00

    @Miguel Martins said

    SIR25096315, is asking me to verify ownership from the beginning again ... lost access to my games, Game Pass Ultimate

    I can't offer any help with the actual recovery of your account. Sorry. But I might have an angle to at least get you a status update on your latest SIR case.

    If you haven't already tried it - Xbox has a parallel Account Recovery path. They might be able to tell you where your case is, as far as it concerns access to your games.

    Xbox Account Recovery - Chat

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  2. AI answer

    2026-11-03T11:24:58.2066667+00:00

    There is no self-service way to bypass or reopen the prior verification result. For Microsoft account security holds, support agents cannot directly send password reset links or change account details outside the official recovery and reinstatement flows.

    The supported next steps are:

    1. Sign in at https://account.microsoft.com and check whether the account shows the unlock flow.
    2. If the account is locked and the Let’s prove you’re human option appears, complete that process.
    3. If that option does not appear, use the aka.ms/ link shown in the lock window and submit the account reinstatement request. After submission, wait for the Microsoft Online Safety support agent email and do not submit duplicate requests, because repeated requests can slow the response.
    4. Since a previous case already confirmed ownership but the hold remains, contact Microsoft Support through the public support flow and ask for the existing and current SIR cases to be reviewed together. In the support request, include:
      • the current case number and the prior resolved case number
      • that password reset succeeded
      • that the security hold was never removed
      • that the account is still unusable
    5. In the support contact flow, enter the issue, select Get Help, then Contact Support, and use the available chat option to explain that the account remains on hold after ownership was already confirmed.
    6. If security checks keep failing, wait a short time before retrying and, if needed, try from a different device and network.

    Important points:

    • The recovery form can be retried up to two times per day if verification fails.
    • Recovery results are sent to the working email address provided in the form, usually within 24 hours.
    • Support agents are limited in what they can change on account-security cases, so the effective path is the official reinstatement/recovery process plus a support contact that references the existing SIR history.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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