Microsoft is not responding to multiple requests to verify an account.

I feel like you’re reading from a Microsoft script. I’ve done everything requested. THEY are not responding. My son’s Xbox has hundreds to thousands of dollars and hours of gaming tied to this account as he’s had it for at least 6 years. I would just set up a new account if it were an option.

As I stated the two step authentication number showing on the account does not belong to anyone in our household. I am required to click “I don’t have this number” and then fill in the form to prove I am who I am. The first time we filled in the form we received an email saying we didn’t supply enough information. I have since given them everything we have to authenticate MANY times. I have not received any email back from Microsoft in the stated 24 hour window. We only use this account for Xbox so the Skype, not sure anyone even uses that anymore , and outlook verification does not apply in our case.

I am so sorry you are having issues receiving the recovery emails to your Microsoft account.

The best place to start is to check your internet connectivity and your connectivity to your email. Do you receive emails on another device?

It's also good to check your Junk Email settings to check if you have blocked or removed safe senders and to check your filters at the bottom.

If that doesn't work, check your junk and storage. (Can be found in the Storage setting under general)

If none of this works, try changing your password.

You can find more information here: [support.microsoft.com/office/d39e3341-8d79-4bf1-b3c7-ded602233642]

As said above, the whole system is automated. There is absolutely no other way then the form.

If you have two step verification, the form will not work. This seems to be a recovery option, not 2FA. Can you confirm?

I shall be here for your response. -Lumie

Hello Kristy C,

Thank you for reaching out to the Microsoft Community. My name is Lumie and I'm happy to help.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you. Microsoft support would not be able to help you here.

Did you have two-factor authentication (2FA) active on the account? If you do have the 2FA active, are you able to access the second factor of authentication? If so, please try resetting your password. Detailed steps on resetting your password can be found in the following support article: [https://support.microsoft.com/office/eff4f067-5042-c1a3-fe72-b04d60556c37]

Important: The account recovery form can only be used if two-step verification isn't turned on.

If you did not have 2FA active on the account, you will need to try the Account Recovery Form again: [https://account.live.com/acsr]

Detailed steps on how to use the Account Recovery Form can be found here: [https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42]

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: [https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53]

Let me know if you need more help.

Regards,
Lumie

Thank you Kristy C.

I am a user like you. I am not Microsoft.

The system is automated. It is not that they are not responding since the form is just a robot that takes in inputs and returns an output. It would have to be that there is an issue getting the response to your email or that the form is having issues being received.

You can go to this link: [support.microsoft.com/home/contact] and input 'Account Access' and then go to 'Contact Support'.

Once you're there, you can go to 'Microsoft 365 and Office' > 'Manage Account Security' and you will be able to talk to a support agent.

They may be able to help you getting a response from the form or complete it on your behalf as the CDOC team can do this. Please keep in mind, they cannot open the account for you.

I hope this helps. -Lumie