Locked out of microsoft account and account recovery page is not working

Hi jgard14,

Thank you for posting in Microsoft Xbox community. I'm sorry to hear that your account has been locked. If you tried to sign in to your account and received a message that it's been locked, it's because activity associated with your account might violate Microsoft's Terms of Use. Kindly review the article below for complete step-by-step instructions how on how you could proceed.

How to get back a Microsoft account that has been locked: https://support.microsoft.com/en-us/account-bil...

If the initial process did not work for you, check your account status or reactivate your account by going to the Microsoft services account reset page: https://go.microsoft.com/fwlink/p/?linkid=874120

After filling out and submitting the form, please allow Microsoft to review the information that you shared for at least 24-72 hours. Please monitor the contact email address that you used, including the junk and the spam folder for possible response.

Please note that in this public community forum, we are players like you trying to help and guide other players. This means that we do not have access to other accounts or access to other users' information. If you have account-specific inquiry, please reach out to Microsoft support. https://support.microsoft.com/contactus

Regards,

Alvaro

Hi! My name is Ben a fellow member here in the community, not a part of Microsoft. Hope you are doing well!

I am sorry to hear about the experience you've had. With regards to account security, that is strange that your account got hacked I agree since 2FA is really hard to bypass.

When you tried recovering your account via the account.live.com/pw or password reset page, do you see any suspicious information added on your account? Usually if someone hacked our Microsoft account, the phone number and email address will be changed.

In case you are seeing a suspicious information when recovering it, it would be much better to contact the Microsoft Xbox support to see if they can check the status of your account. Let me provide the guide how you can reach them, just go through this link https://support.xbox.com/en-US/contact-us

On the page, click on "Contact us" > Subscriptions & billing > I can't redeem a code > Type in "Support" then there you should see option to message or request a callback from the Xbox team. The option I provided here is diferent, this is just a way to easily find the option to reach the Xbox support.

I hope this helps somehow on how you can reach the Xbox team, feel free to ask here in the community if you have more questions and we will try with the best of our knowledge to help.

The OP is locked out of their Microsoft account...they bought UGP and then wanted to cancel it the next day but couldn't access their MS account.

Their problem is that the account became locked (for an unknown reason) and they aren't receiving the code via text message for the account recovery process

That's the way it reads to me anyway.

Have you tried the MS account recovery page Help with the Microsoft account recovery form - Microsoft Support

Have you tried the MS account recovery page Help with the Microsoft account recovery form - Microsoft Support