Account locked upon sign in and have no access to recovery phone number

Cody _Collins · Oct 8, 2023

Using an alternate account for this. I cannot sign in to my account of almost 10 years. Every time I go to sign in it gives me this message:

Help us secure your account

We have detected unusual activity on your Microsoft account [insert email here], or believe your credentials are at risk.

For your security and to ensure only you have access to your account, we will ask you to verify your identity and change your password.

Upon proceeding to reset my password it wants to send a code to my phone number to verify. I no longer have access to that phone number as I got a new phone recently. I then get directed to fill out an account recovery form but that has not worked either. Even though I give it information that only I would know, like my Xbox Device ID, or my payment information I've made purchases with, it always says it cannot verify my identity. This option has failed 20+ times at this point. I have tons of games on this account and have loads of money put into it. Just creating another account is not an option. There has to be another way around this.

:)

Dc Nation 🎮🏆�

this just happened to me and its mad annoying even put in recovery forms and they say its not enough when i have everything correct ive over 1000s of dollars on this acc just to be locked out of it ive reset the passwordand it keeps saying my acc is at risk like ****

Cody _Collins

Hello ,

Welcome to the Xbox Community Forum. Thank you for sharing your concern with us.

I would like to inform you at the beginning that Microsoft account recovery is managed by a completely automated server, and we do not have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any possible malicious activity. For now, please allow me to do the best I can in helping you with the process.

Help with the Microsoft account recovery form

Help with the Microsoft account recovery form - Microsoft Support

Please also see:

You forgot your Microsoft account username - Microsoft Support

How to recover a hacked or compromised Microsoft account - Microsoft Support

If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

Not having manual access to it is completely unacceptable. I've never used a website where that is the case. Your automated system is failing miserably and causing me to remain locked out of my account of 10+ years. There is no way you could just remove the necessity to change my password upon log in? It's not like I'm getting my password wrong.

CarTzy

Hello Cody _Collins,

This is a Microsoft Account recovery issue that we are unable to resolve on our end. We don't have a recovery tool as it deals with personal information and is considered part of privacy. The only way to recover the Microsoft Account. Since you have been through the recovery process with success, you may try to submit another ticket and provide as much info as possible to help you possibly recover the account.

We'll leave this thread open for our other amazing and helpful volunteers and community members, just in case they have some insights or knowledge they want to impart. However, our team specifically will bow-out for now, since our findings is that this concern is beyond the reach of the community.

Natasha Robinson1

I have the same problem too. But with 3 accounts as linked to a Microsoft family. I provided them with plenty of proof to verify my identity and contacted them like a million times. So sick of Microsoft's generic replies and poor customer service. Surely there is an ombudsmen or someone we can contact? We did purchase a product/service.

CarTzy

Hello Cody _Collins,

Welcome to the Xbox Community Forum. Thank you for sharing your concern with us.

I would like to inform you at the beginning that Microsoft account recovery is managed by a completely automated server, and we do not have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any possible malicious activity. For now, please allow me to do the best I can in helping you with the process.

Help with the Microsoft account recovery form

Help with the Microsoft account recovery form - Microsoft Support

Please also see:

You forgot your Microsoft account username - Microsoft Support

How to recover a hacked or compromised Microsoft account - Microsoft Support

If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

Account locked upon sign in and have no access to recovery phone number