Cannot sign in to Microsoft account with active paid subscription

Hi Darryl,

Thanks for your reply.

Here are the details:

1. The password is known and was saved previously. It has not been changed. However, even with the correct password we are unable to sign in to the account.

When we try to sign in, identity verification fails and we cannot complete the process. There is no detailed error message besides unsuccessful verification.

We DO have access to: • the Gmail address used as the Microsoft account login • the original phone number linked to the account

However, SMS verification codes do NOT arrive to our Kazakhstan mobile number (+7). The number is active and works normally for other SMS, but Microsoft security codes never reach it. We suspect this may be related to Kazakhstan and Russia both using the +7 country code.

There are no unknown recovery methods associated with the account.

2FA was enabled, but cannot be completed because SMS codes do not arrive, even though the phone number is valid and accessible.

The date of the last successful sign-in is unknown.

Important note: There is an active paid subscription with ongoing monthly billing, and the OneDrive account contains critical personal family photo and video archives.

We kindly request manual account ownership verification or assistance from the Account Security / Billing team.

Thank you very much for your help.Hi Darryl,

Thanks for your reply.

Here are the details:

The password is known and was saved previously. It has not been changed. However, even with the correct password we are unable to sign in to the account.

When we try to sign in, identity verification fails and we cannot complete the process. There is no detailed error message besides unsuccessful verification.

We DO have access to:
• the Gmail address used as the Microsoft account login
• the original phone number linked to the account

However, SMS verification codes do NOT arrive to our Kazakhstan mobile number (+7).
The number is active and works normally for other SMS, but Microsoft security codes never reach it. We suspect this may be related to Kazakhstan and Russia both using the +7 country code.

There are no unknown recovery methods associated with the account.

2FA was enabled, but cannot be completed because SMS codes do not arrive, even though the phone number is valid and accessible.

The date of the last successful sign-in is unknown.

Important note:
There is an active paid subscription with ongoing monthly billing, and the OneDrive account contains critical personal family photo and video archives.

We kindly request manual account ownership verification or assistance from the Account Security / Billing team.

Thank you very much for your help.

Эй, там! Приятно познакомиться!

Если можно спросить, вы случайно не забыли пароль от своего аккаунта?

Если нет, могу ли я получить точные сообщения об ошибках при входе?

Есть ли у вас доступ к вашей информации безопасности, электронной почте или номеру телефона, привязанным к аккаунту?

Видите ли вы какие-нибудь незнакомые адреса электронной почты или номера телефонов при входе?

Просто уточняю, раз уж вы это упомянули: «восстановление 2FA недоступно»

Вы имеете в виду, что у вас нет активной двухфакторной аутентификации (2FA) на аккаунте, верно?

И наконец, можно узнать, когда вы в последний раз успешно входили в свой аккаунт электронной почты?

Всего хорошего

Дархил