Regaining Account Access after forgetting Password.

Kai1052 · Jan 23, 2025

Hey guys,

Last week I changed my password, at the time I was in a rush and forgot to write it down now I can't remember it (my fault).

But now I'm unable to regain access to my account. I have been through Live chat support numerous times doing the same things over and over getting ourselves to the same point of them not being able to do anything as they are too limited in what they can do, so what Support there for if they can't help!?

So anyways I have Two-Step setup, what I remember having set-up for recovery was my email and phone which are both linked to my microsoft account. When going through this process I get the email option, i get a code via email and submit it, no problem there. But the second option needed it does NOT give me the Phone SMS option to receive a code so I'm unable to put that in (if it was an option as im sure it should be, id have been able to recover the account ages ago) instead it asks for Authenticator App code, firstly I do not remember using the auth app for windows and even if i did it would have been years ago and on an old phone device (same number, just old device).

So Two-Step is not possible for me to recovery my account, the next option is a 25-digit recovery code, again my account is so old (around 20yrs with xbox live now) i do not remember ever having a 25 digit recovery code at all so again that's another option not available to me.

Support via live chat then advise me to complete the account recovery form ACSR i think its called which i have completed a few times but i receive the very same reply via emails stating that because 'Two-Step' auth is set-up the account recovery form is simply ignored. No matter how much information i have provided including address, names, recent passwords used, console ID, purchases etc none of it matters because the email is simply, ignored.

Which makes absolutely no sense whatsoever, there must be a way for me to recover my microsoft account. As i stated i have had this account for around 20 years, my son now uses it for xbox live on his console, whilst i use it mainly for PC game pass etc. I have all personal information they could possibly need to prove i am indeed the owner of the account, all my xbox game purchases, my linked windows 10, game saves, progression, gamerscore etc are all linked to my account.

Surely, there is something which can be done.

I do not want to simply create a new account to start a fresh, I've created a new account only to contact support and to post here.

Please, can anyone actually advise and help me? I'm going to be gutted if i lose my account all because of a simple password mistake and for microsoft not giving me a sms recovery option when i know full well its setup on my account.

Appreciate your time...

Any help would be fantastic

:)

Kai1052

You're clearly not listening to what I said either.

Phone is linked and setup, Why am I not getting that option to receive a recovery code? I know full well its setup. If microsoft gave me that option i wouldnt be in this situation.

Not allowing me regain access to my account with i have spent $$$ on is criminal by Microsoft.

Kai1052

But my details ARE upto date and all linked to my account! That's the problem, I have both my email AND Phone setup and linked for Two-Step Authentication, this has always been the case.

But when I try to use Two-Step Recovery, it's not giving me the SMS option! Only email and Auth app, so why am I not getting the SMS option when I know full well it's linked and set up... this was even confirmed via live chat support.

Just telling a customer they can't recover THEIR account is absolutely unacceptable by Microsoft. I have purchases as stated on this account including my Windows 10 for my computer. There must be something Microsoft can do and right now they are refusing to even help whatsoever. It's absurd!

Kai1052

absolute madness by microsoft, zero willingness to help its customers. Putting the blame onto the users when I can provide any private account info needed.

kyle_m4496

Hi Kai1052. My name is Kyle and I'm an independent advisor.

Thank you for posting on the Xbox Communities Forum. I'm sorry you are having trouble accessing your account.

Just to set your expectations, we don't have access to account details on this forum.

As you have 2-step enabled on your account, you must verify your account using the email/SMS option, then another security method on your account, like the Authenticator app.

Unfortunately, if you can't access this security method, and don't have a record of your recovery code, it won't be possible to recover your account.

I understand that this is not the outcome you were hoping for, however, this is why it's crucial to keep your security information safe, secure, and up-to-date.

Thanks,
Kyle

kyle_m4496

As explained above, you have to use the security methods it prompts you to use. If it's asking for an email code and verification from the Authenticator app, that's what you need to provide.

You should have access to every security method on your account. If you don't, you need to remove or change them to prevent situations like this from happening.

Regaining Account Access after forgetting Password.