Lost access to verification phone, still have email for account

Hello Ws H,

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

I'm so sorry to hear about you’re mother. I hope you’re doing ok. I understand how important recovering your account is to you. Have you tried using the ‘I do not have this option’ prompt? If her email was connected to the security information this should be valid.

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, and the email is not connected then 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.

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

I apologize for the trouble, do you still have access to the email or phone that you used in setting up the two-step verification?

Hi there,

Sorry about the issue that you're having. Technically, the reason why support cannot view the account details is because they have a verification process. And that's sending a verification code to the email, alt email and phone that have been assigned to
the account. For security purposes, they can't view which email or phone those are sent. Accounts are customer's liability so Microsoft believe that every customer should have access to the security info they've used for their own accounts.

Actually, if you will contact chat support. The only way for you to be able to prove that you're the owner of the account is if you will be able to at least get a verification code on one of your emails or phone number. That means those have been attached
to the account. Aside from that, they won't be able to fully access the account to give you the exact email. Neither would phone support as they both have the same tools. So basically, your best bet would be to try to access as much email as possible to see
if you will receive a verification code.

Hello,

Thanks for the support message.

If you have forgotten your Microsoft account, please go to
http://account.live.com/acsr and fill out that form there. If you don't know either the phone number or email on the account, please contact Xbox Phone support if you still have access to the phone or one of the emails on file so the agent can send you
a security code. If you don't know the email, the phone number, and don't have access to any of the security proofs on the account, the account is lost, sorry.

Should you have any other concerns, feel free to post back.

Cheers!