Can anyone help me get into my account

Carl Helps · Sep 12, 2023

I recently received a password update notification on an app on my mobile so I updated the password. on trying to use said password to log into the app it told me the password that I'd just updated was wrong (despite me writing out the password and checking it twice before submitting it! I hit forgot password and here is where the issues started, it asked me to enter a code from the authenticator app so I chose to have one sent via text. Submitted that code and it still wanted one from the authenticator app because apparently 2 factor authentication is on on the account. I don't have an authenticator app or a secondary email on that account because IF I turned on 2FA I wasn't warned that I would need more than just my phone number to authenticate my account and I don't remember turning on 2FA in the first place. I remember turning on to have a code sent to my phone and nothing more. I've had the account for over a decade and spent a lot of money buying games and such. Does anyone know of anyway I can get help to get into the account?

:)

Shakespeare Fardako

I have the same issue. for me the problem is that I change my phone number and when I want to login you ask me for a second verification. and the problem is that I don’t have my old phone so I cannot check the code. What should I do? Please help? Thank you

Carl Helps

Hi Glenn thanks for the reply.

I have tried to log into the account on other devices and each time I get asked for a code from my authenticator app

I haven't ever had an authenticator app linked to this account (that I can recall) so i select the option to use a different verification option which gives me the option to get a code via text

once I input the code I get via text I get

which is where the issue lies because as I said I don't have an authenticator app linked to the account (that I can recall) and I don't remember ever turning on 2FA

I hope you can see the images!

Carl Helps

Hi Shakespeare Fardako

Do you have at least one piece of security info on your account suck as an email address?

Carl Helps

Hi Glenn, thanks for replying

the domain for the account is outlook.com so I can't access any Microsoft pages or services associated with the account.

I was actually logged into the account Thurs/Fri of last week (7/8 Sept) can't remember which it was exactly though because the issue stressed me.

https://portal.office.com/ServiceStatus gives me green ticks on all categories

..

not sure if you can see that image but I get the password is incorrect. Please try again notification. I'm thinking something has gone screwy somewhere because I write out my passwords before putting anything in a password change screen but the main issue is 2FA that I don't remember ever turning on because I've NEVER been asked for an authenticator app after getting a text code. As I don't have an authenticator app or secondary email linked to my account I'm basically locked out of it because of the 2FA

EDIT: Personally identifiable information (PII) was removed.

Carl Helps

Hi Glenn and once again thanks for the assistance and advice you gave to try to help me recover my account.

I am over the moon to fill you in that along with the the help of the Microsoft support team via X and their helpful advice I have successfully managed to get back into the account.

It was a boring 30 day wait for my security info to be replaced but it was worth it to be able to get back in.

Can anyone help me get into my account