How do you satisfy the verification process?

Hello Brandon 456,

Thank you for the meticulous information provided.

By the way, when you said "The current phone Number on file is not accurate which is the main problem", do you mean you do not recognize the number or there is mistake on the number being added to your security info?

As per my understanding, this has started when you receive unusual activity sign in. If this is correct, the possible reason why you are getting this message it is because your account might have signed to a new device or signed in to different location. The problem now is when you are asked to verify the account,

the verification code cannot be sent to your phone number because of some error. Since those options are not possible, the next process is to recover the account through account recovery process which you have started already.

Before we go any further, I would like to set your proper expectations that Microsoft accounts are fully managed and handled by an automated server and we don't have manual access to it because Microsoft really takes our security and privacy very seriously. This means that our support agents and advocates do not have the ability to send password reset links or provide other ways to access or change account details. The questions provided on the account recovery questionnaires are intended for the owner to verify ownership of the account. This is a very a meticulous process as it deals with personal and sensitive information. If the system found out not enough information provided, you will receive an email stating failure of account recovery but what is good on this process is that you can keep submitting the form twice day and do it if you remember new information.

For your reference on how to recover the account successfully, see: Help with the Microsoft account recovery form - Microsoft Support

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.

Sincerely,

I even looked up my tax info from when the account was made and I know the information is correct and just failed again . At some point someone changed the info and it is not correct anymore. I have physical evidence of every single field in the form . I need help with a total account reset . Again I know the current password even . The system is prompting me to verify after I log in normally. And the phone number on file is no longer available so I have to do the long form which denies me even with proven answers

The account I’m trying to unlock is 23 years old ( not this account which is an alternate account) and after a successful login a screen pops up saying I need to verify my account due to suspicious activity. I’m unable to satisfy the verification. I have the id numbers for my 360 / Xbox 1 / Xbox series X . I have the last credit card used to pay my gamepass as well as 2 or 3 other credit card numbers used on the account. I also have an email sent from the account 2 years ago . I also have the texts sent to an old phone for previous password resets . The current phone Number on file is not accurate which is the main problem. So even though I can log in on the account I am forced to verify. Also I can’t fix this problem because of the verification lock . One other thing of note is that the last charge on the account is suspicious to me since it is the same price as my gamepass but occurs on a different date than normal and has a diff description from the bank . The customer service agents refused to escalate the case saying that no changes have been made to the account. Originally the system wanted me to change my password but since the phone number on file is wrong the whole situation has just become a huge mess

Hello Brandon 456,

Greetings!



Thank you for posting in Microsoft Community.

Based on the description, your account was locked after it has failed the verification process. Let us check and see on what we can do to help resolve your concern in a timely manner.

We would like to set your expectation ahead that Microsoft accounts are fully managed and handled by an automated server and we don't have manual access to it because Microsoft really takes our security and privacy very seriously. This means that our support agents and advocates do not have the ability to send password reset links or provide other ways to access or change account details.

It appears that you have contacted our live support channel about your account issue. Can you share to us what process have you been through so we can check and provide the most accurate assistance? If the account is locked, the things that needs to be done will depend on what option did you see on your account page. If you need to reset your password and is unable to then you will be routed to account recovery process. If you need to reinstate your account, you should see the link and complete the instruction needed.



For your reference, see:

• Account has been locked - Microsoft Support
  
• Unlock your Microsoft account or Outlook email - Microsoft Support
  

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.





Sincerely,

Huh...well have you tried the account verification process? I mean, as already mentioned, you can't gain access just by changing the password. I had a similar problem years ago with my late mother's account: her email was dead and she did not know the
password. She could not get the password reset because the email on the account was no longer working and she did not have an alternate one. I finally had to go thru the account verification process where MS sends you an email (or phone version) and asks
you a ton of questions about the account. They are assuming that if you really do own it, then you can answer their questions. It took me several months and a few forms, but I finally got them satisfied and they sent me a password-reset link to an email
I gave them.