Xbox account locked, Getting Verification Method not working message

Hi,

Thanks for the reply,

Last login on xbox was Wednesday, no bother, Thursday the issue happened.

Had verified my account with Microsoft and went via the reset password, which was successful, but whenever i try the login, after i input my email it shows the account is locked, and the verification (which had worked in the past) doesnt work anymore.

I dont have 2FA active but if i manage to sort this out will look to get it up and running.

My XBOX Game Pass ultimate etc are all tied to this account i cant access so hope I can get it sorted.

Thanks

Hi there! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you're experiencing this problem. I understand how important recovering your account is to you.

Just a gentle reminder that we are only Xbox gamers here in the community. We are not Microsoft employees and we do not have tools to access any Microsoft System.

Based on your description and since you mentioned that your account is locked due to suspicious activity, I highly recommend you submit an account reinstatement form as a last resort to unlock your account:
https://www.microsoft.com/concern/AccountReinstatement

You may receive the results via email within 48 - 72 hours.

If the account has been unlocked but you are still unable to recover your account, I just want to confirm when did you last successfully sign in to your Microsoft account? If you have not logged into your account for more than two years and it has been closed due to inactivity, you will not be able to use the Account Recovery Form to recover your account. Reference: https://support.microsoft.com/office/7c0a9fa7-0982-b7c6-fd72-df852b63699f

Did you have two-factor authentication (2FA) active on the account? If you do have the 2FA active, are you able to access the second factor of authentication? If so, please try resetting your password. Detailed steps on resetting your password can be found in the following support article: https://support.microsoft.com/office/eff4f067-5042-c1a3-fe72-b04d60556c37

Important: The account recovery form can only be used if two-step verification isn't turned on. If the feature is enabled, the only way to recover the account is to regain access to your two-step verification phone number.

If you did not have 2FA active on the account, and the account was not deleted due to inactivity, 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/

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best regards,
Darhyl

Hi, Alasdair G.

Thank you for posting in the Microsoft Community.



From your description, I understand that your son's Microsoft account is locked. When you try to unlock it, you are prompted that this method does not work and ask you to use other methods, but you do not have other verification methods. I understand your confusion about this problem.



This is a friendly explanation: We are just members of the Microsoft community. We have no right to access your account information or do anything with your account.

The Microsoft community only provides technical skills and does not perform account recovery.



If the account holder violates our Microsoft Service Agreement, the Microsoft account will usually be locked.

The Microsoft support page has information about Microsoft unlocking and the reasons for being locked. I think you can visit the following link to view it:

Account has been locked - Microsoft Support



The Microsoft support page has information about not receiving the verification code. You can visit the following link to operate:

Troubleshooting verification code issues - Microsoft Support



Regarding your experience, I really want to help you unlock your account immediately. But please understand that the Microsoft account is managed by a fully automated server and no one can access it manually. All security information in the account is managed by cloud services.



When a user needs to perform an account operation, the standard process is to use security verification methods and account recovery forms.

This is hard for anyone to accept, but I hope the information I provided above will give you a better understanding of your Microsoft account security strategy.



When using other Microsoft accounts in the future, you can regularly check the security settings of your account, add multiple verification methods, and ensure that the recovery email and phone information are up to date. If there is a similar problem in the future, at least we can recover quickly through these methods.



We look forward to hearing from you!



Best Regards.

Capoo - MSFT | Microsoft Community Support Specialist

Try Different Communication Method:
If you're not receiving the verification code through text message (SMS), consider trying an alternative communication method, such as email or a phone call. On the verification screen, look for the option to receive the code through an alternative method.

Account reinstatement form is for accounts that doesn't have 2 steps verification, accounts that have 2 steps verification don't need it as those should be able to use the account verification method