M365 Personal - Resetting Password when Original Mobile is Unavailable

Stephen North 0 Reputation points
2026-11-05T12:19:25.44+00:00

I am a paying Microsoft 365 Personal subscriber and have been attempting to resolve an issue involving an old telephone number that I no longer have access to.

Despite being able to access my account and verify payment information, I have repeatedly encountered obstacles with Microsoft's security verification and account recovery processes.

My experience has included:

Repeated rejection of account recovery requests despite supplying the information available to me.

Being asked to verify information associated with a telephone number from my previous employment, which I no longer possess.

An account recovery process that appears unable to accommodate legitimate customers whose contact details have changed.

Telephone support systems that repeatedly direct customers through automated options without providing meaningful assistance, ultimately disconnecting the call.

Considerable time wasted attempting to resolve what should be a straightforward account administration issue.

I have also successfully verified my bank details through my Microsoft account and obtained security verification codes, yet I continue to experience unnecessary difficulties.

As a long-standing paying customer, I find this level of customer service wholly unacceptable.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. Virginia M 42,475 Reputation points Independent Advisor
    2026-11-05T13:02:15.88+00:00

    Hello, I’m Virginia.

    Do you have the recovery code shown during 2-factor authentication setup? If not then Your options are limited as you can’t use the recovery form if 2fa is enabled.

    https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

    You can also try https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop-down menus.

    Had you known the password then there may have been a way to remove 2fa,

    Was this answer helpful?

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