Can’t Login in and don’t have the old number for verification. Wanting a refund

Jazz Yockey · Apr 16, 2025

Someone tried to hack My fiancés microsoft and xbox account and it got locked. We don’t have the same number that’s on his account and it literally won’t let us try the email even tho we have access to it. We’ve gone through and done the account recovery form more times then I can even count and we’ve even used my account to try and get his account resolved but we can’t. He’s to the point he just wants his money back because he’s put so much money into his account but it’s been well over a month and absolutely nothing. This is getting absolutely ridiculous

:)

Janice V.

Hello and welcome to our community!

We’re excited to have you here and have great conversations! I'd be happy to be of assistance.

I'm sorry to hear about this issue. If two-factor authentication is enabled on your account, the system typically sends a verification code to your registered security proofs twice. If you no longer have access to one of them, you may need to recover or update your security information by adding a new verification method.

To recover and add a new one, you can follow the steps outlined on this link:

https://answers.microsoft.com/en-us/outlook_com...

Please note that updating your security proofs triggers a 30-day waiting period. During this time, you won't be able to reset your password. Once the new alternate security information is fully added and the waiting period ends, you'll then be able to verify your identity and reset your account password.

If you're looking for a refund for recent charges, I would recommend reaching out ot your bank to see if they can dispute the charge.

Hope this helps. Let me know if you need further assistance.

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

Reilly t

I can’t even login online as I don’t know the password but can’t even reset it as don’t have the gmail account anymore so it’s a long day for me unless there’s any other options lol?

LOLLOLOL12

I can’t login to the enforcement sight I put my email and password in and it don’t work

Geth

You may need to setup up login verification with a email or phone number.

Can’t Login in and don’t have the old number for verification. Wanting a refund