Locked out of my account and recovery form not working

Hi there! My name is Darhlene and I’m here to assist you.

Just to confirm, are you referring to the account recovery web form?

The account recovery form is not suitable for your case, because your account is already locked. You need to fill out the reinstatement form instead. This is a process that lets you unlock a Microsoft account that was locked due to suspicious activity if Microsoft approves your request:

https://www.microsoft.com/en-us/concern/AccountReinstatement/

If the reply solved your problem, please give it an upvote or accept it as an answer.

Kind Regards,
Darhlene

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.

I have already gone to the guide and it brought me here. I just submitted an account recovery form, but it locked my account again.

Hello Chandler G,

Thank you for reaching out to the Microsoft Community. My name is Lumie and I'm happy to help.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you. Unfortunately, the whole system is automated. You cannot use external methods of verification.

Important: The account recovery form can only be used if two-step verification isn't turned on.

If you did not have 2FA active on the account, you will need to try the Account Recovery Form: [https://account.live.com/acsr]

Detailed steps on how to use the Account Recovery Form can be found here: [https://support.microsoft.com/office/b19c02d1-a782-dee6-93c3-dc8113b20c42]

Microsoft takes account security very seriously, that's why Account Recovery is an automated process with no human influence. If you don't have the correct information, you may not be able to get through account verification using the Recovery Form.

I understand you have tried before and been denied, but this does not mean you will always be denied. Please keep trying, the system works on probability, consistency is key! You only need to pass once. =)

The Account Recovery Form requires adequate information to prove that you are the owner of the account. The Account Recovery Process can be a time consuming process, but providing as much info as possible from the start of the process will increase the possibility of being verified by the automated process. You'll need to keep trying until you're verified by Microsoft.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

It's important to note that Microsoft Support will not be able to grant you access to your account, you will be sent back to the Account Recovery pages that have been linked above.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: [https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53]

While it might not be the outcome you are looking for, if you’re unsuccessful in recovering your account, then you will need to create a new Microsoft account. You can do that by clicking this link: [https://signup.live.com/]

Let me know if you need more help.

Regards,
Lumie

Please instead use that email address as the account you're trying to get back into in filling out the account recovery form.

Try to reset the account password through https://account.live.com/pw
***Make sure to sign out any account signed in to https://account.microsoft.com website before starting an account recovery.

If it doesn’t work, try to fill out the account recovery form on https://account.live.com/acsr.
For more tips about the recovery form, check the link here https://support.microsoft.com/account-billing/h...