Unable to sign in to my account, no access to email for 2FA and old number on account

Hi,

I pay £28.99 a month for my Xbox on a 2 year plan and it comes with Ultimate Pass.

I'm unable to sign in because I my son kept putting the password in wrong and he has locked all of my accounts.

I can't sign in because I didn't have authenticator set up and I no longer have the phone number registered. Microsoft will not help and keep asking me to fill in the recover account form which is impossible to do and they will not recover my account.

I cant afford to sign up to ultimate pass again on a new account and it is already included in the £28.99 that I already pay.

How can this be sorted?

Thanks

Jason

When you first setup 2 factor authentication it would have provided you with several backup codes (which are meant for this exact sort of situation) and it would have told you to save them somewhere safe.

Did you save those codes like it told you to? If you did then you can enter one of them whenever it asks for the code being sent to you. If you did not save those codes like it told you to then unfortunately the account would be unrecoverable.

Those backup codes are your last resort for recovering an account in this sort of situation.

Hello, Jason H. I’m Arturo.

I’m sorry to hear that you’re having trouble accessing to your Microsoft account.

Jason, would I know if you tried to recover your account by checking other options you may don’t tried available in this thread?

https://answers.microsoft.com/thread/807eb190-bd08-42cf-9caf-c7123154b5b5

Moreover, it is important to point out that unfortunately, for accounts with two-step verification, the account recovery form doesn’t work.

If you had 2FA enabled on the account and you changed phone number without updating the account then you can't use the recovery form due to 2FA and support cannot access the account without the code sent to your old number as they are unable to access that account and are not allowed by law.

The account holder has a responsibility to update their information on the account when it changes.

So my xbox account is currently locked out and im unable to sign into it due to my phone being deactivated and im unable to reinstate the device so im unable to receive the code to be able to sign in how can I get my account back

When you first enabled 2FA it would have provided you with several backup codes (meant for this exact sort of situation) and it would have told you to save them someplace safe in case you ever lost access to your 2FA.

Did you save those codes like it said to? If so, then you can enter one of those instead when it asks to enter the code being sent to your phone number.

If you didnt save those codes like it said to then unfortunately you wont be able to recover access to your account. Those backup codes are your absolute last resort for regaining access to your account in the event you lose access to your 2FA method.

Well if it had a phone number or a email linked to you account you could change your password on your Roblox account. If you do get access back into your account put on 2fa in your roblox settings. Hope this helps