a Upgraded case

Recovering the account doesn't work, that only resets my account password but adding security info still has the same error message. I've also been contacting live support for a long time but they always just tell me to wait and say they can't give me an estimate time when my account will be fixed.

Hello Xiong Zhuang,

Thank you for posting in Microsoft Community.

We understand you are having issues with your Microsoft account. We apologize for the delay in resolving your issue and we understand how frustrating it can be to not be able to access your Microsoft account. I would love to help you further however I don't have access to the specific details of your case or the ability to directly contact the superior managing your case. What I can suggest is that you reach out to Microsoft Live Support again and provide them with your case number. They should be able to provide you with an update on the progress of your case and any next steps that need to be taken.

I have also sent you a private message. I would appreciate if you could reply to my message.

We're looking forward to your response.



Sincerely,



Microsoft Community Moderator

Hello Xiong Zhuang,

Thank you for responding and I understand how important it is for you to update your Microsoft security information. Unfortunately, for us to remove or add security information we will have to log in the account and verify the ownership for security reasons.
If you are unable to log in the account, you may submit your request on this link: Recover your account (live.com) or you may also contact Xbox/Microsoft Support for further assistance. You may reach them on this link: Contact us | Xbox Support. Click on Contact Us option to chat with Live Support or request a callback.

Sincerely,



Microsoft Community Moderator

This does look like something I need, but there is a major problem. I have to sign in in order to request removal of security info, but when I'm trying to sign in it requires me to add security info no matter what I do, and when I type in security info it just says the same error message. Is there any other way to request removal of security info without signing in?

Hello Xiong Zhuang,

Thank you for your patience and cooperation in working this with me. I have thoroughly checked the status of your case and it appears that the reason why you are unable to access the account is because you don't have access to the security information and unable to update it.
To update your security information, I would highly suggest following the steps on this link: Microsoft account security info & verification codes - Microsoft Support.

Just a heads up, if you request removal of all security info in your account, the info doesn’t actually change for 30 days. During this time, we cannot accept further changes or additions to security settings or billing info. Your account is still open and active, and you can still use your email, Skype, OneDrive and devices as usual. You will be notified when it's time to enter new security info.



I hope this helps! Let me know if you have any other questions or concerns.

Sincerely,



Microsoft Community Moderator