Locked out of account due to changed phone number – ACSR failed, need supervisor escalation

Aria M · Jun 20, 2025 at 2:03 AM

I’ve been locked out of my Microsoft account since changing phone numbers and cannot use the Authenticator app. The account recovery form has failed multiple times and support keeps redirecting me to it. I need to speak with a supervisor or someone who can verify my identity through other means. I can confirm my old phone number, passwords, and recovery email. Please escalate this case — it's urgent

:)

SweetMonet

Hi, Aria! It's my pleasure to assist you with this today.

If you have already tried everything and still failed to recover your account. I would suggest trying these steps and see if you can reach the Xbox customer support for them to further assist you with this issue.

Please go to https://support.xbox.com/en-US/contact-us

Then click on "Contact us" > Account and Profile> Then choose I need a Microsoft account> Type Recover Account > Click Next> Click on See contact options> Select from there, it should show you the option to chat with them or request a call.

Let me know if that works. Thank you!

HassanB

Hi,

Unfortunately if you're unable to reset the password, or fill out the Microsoft
account recovery form then you'd be locked out of that account.

You could try to fill out the Microsoft account recovery form one last time and if it fails use the reference number they give you in the e-mail reply and contact phone support for additional options. They may be able to escalate the issue for you so
the password for the e-mail can be reset so you can either change the e-mail or get the other accounts off of the gold family pack.

You can reach out to phone support by clicking here.

HassanB

Hi,

Unfortunately if you're unable to reset the password, or fill out the
Microsoft account recovery form then you'd be locked out of that family gold pack account.

You could try to fill out the Microsoft account recovery form one last time and if it fails use the reference number they give you in the e-mail reply and contact phone support for additional options. They may be able to escalate the issue for you so the password
for the e-mail can be reset so you can either change the e-mail or get the other accounts off of the gold family pack.

You can reach out to phone support by clicking here.

HassanB

Hi,

Unfortunately if you're unable to reset the password, or fill out the Microsoft
account recovery form then you'd be locked out of that account.

You could try to fill out the Microsoft account recovery form one last time and if it fails use the reference number they give you in the e-mail reply and contact phone support for additional options. They may be able to escalate the issue for you so
the password for the e-mail can be reset so you can either change the e-mail or get the other accounts off of the gold family pack.

You can reach out to phone support by clicking here.

MonicaSalazar

Hi XxGHOSTSxX42

Sorry you were miss informed but you cannot name shame on the forums.

As far as your account being hacked I highly recommend you visit
https://login.live.com and sign in with your MSA (Microsoft account) and password, make sure you add security proofs (alternate email and phone number and change password) if for any reason you are unable to sign in fill out the ACSR form at
https://account.live.com/acsr and fill out as much as you can so you can get back to your account immediately.

If after you fill out this request you get an email saying you did not provide enough info to recover your account call phone support again and have your account escalated to T3 and have the email there as well you will need the account recovery request
number to escalate your case.

Its a tedious process but it works and you can get back to your account you just have to be patient.

hope this helps

Locked out of account due to changed phone number – ACSR failed, need supervisor escalation