I have had this account for several years. I don't recall adding 2FA to the account, but it's there. I recognize the number but its one I have not had for almost a year now. I need to be able to access my account, as it has my purchases for xbox on it, as well as all my game information, and other purchases. I have tried account recovery, there is no option for this if 2FA is active. Even though I have all the information needed. I have tried resetting the password, it requires I have a code that was never given to me, or that I have access to the number that is not mine anymore. I have tried contacting the old service provider to reactivate the number. It's in a pool of unuseable/retired numbers and cannot be activated. Chat and calling options for Microsoft are non-existant post covid, I guess? I would like to *not* lose access to all my games, in game purchases, etc, all over an anti-fraud policy that I did not ask for. Please help me. Microsoft 365 features that help users manage their subscriptions, account settings, and billing information. Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. Anonymous 2024-04-14T09:24:57+00:00 Hi Did you get an email from the Microsoft Online Safety team with a SIR******** reference number sent to your recovery email address? It will look like this: "This is in response to your request for an appeal on the suspension of your Microsoft Account. Your ticket number is SIR1235678 and has been sent to our team for review. The team will reach out to your contact email if any updates are required for this request." If not, resubmit the request to https://www.microsoft.com/concern/AccountReinstatement. As I explained initially, it can take a while for the Microsoft Online Safety team to respond (took me two weeks to get my account back and I was not able to get SMS notifications). Read this for your reference (my last comms with them before my account was unblocked): -- Hi , We understand you are having problems verifying your account. Microsoft automated systems restricted access to your account due to unusual behavior. You will need to reactivate your account by verifying you are the account owner. If you are not receiving the code or can't get to your security info (your alternate phone number or email address): click I didn’t get a code when you’re prompted for a code at sign-in Or if you don’t have any of your security info click “I don’t have access to any of these". Follow the instructions for either option to get access to your account If you receive a message that the usage limit for that phone has been exceeded, please try a different phone number or try the next day. If you have any further problems, use this link for more troubleshooting https://support.microsoft.com/en-us/help/12428/microsoft-account-security-info-and-security-codes. If you want to contact someone to help you with this process click the link below. https://support.microsoft.com/contactus/ Sincerely, Darnel Microsoft Online Safety -- Please let me know if that helped. Regards Casper 0 comments No comments Did you get an email from the Microsoft Online Safety team with a SIR******** reference number sent to your recovery email address? It will look like this: "This is in response to your request for an appeal on the suspension of your Microsoft Account. Your ticket number is SIR1235678 and has been sent to our team for review. The team will reach out to your contact email if any updates are required for this request." If not, resubmit the request to https://www.microsoft.com/concern/AccountReinstatement. As I explained initially, it can take a while for the Microsoft Online Safety team to respond (took me two weeks to get my account back and I was not able to get SMS notifications). Read this for your reference (my last comms with them before my account was unblocked): We understand you are having problems verifying your account. Microsoft automated systems restricted access to your account due to unusual behavior. You will need to reactivate your account by verifying you are the account owner. If you are not receiving the code or can't get to your security info (your alternate phone number or email address): click I didn’t get a code when you’re prompted for a code at sign-in Or if you don’t have any of your security info click “I don’t have access to any of these". Follow the instructions for either option to get access to your account If you receive a message that the usage limit for that phone has been exceeded, please try a different phone number or try the next day. If you have any further problems, use this link for more troubleshooting https://support.microsoft.com/en-us/help/12428/microsoft-account-security-info-and-security-codes. If you want to contact someone to help you with this process click the link below. https://support.microsoft.com/contactus/ Sincerely, Darnel Microsoft Online Safety Please let me know if that helped. Anonymous 2024-04-14T00:23:51+00:00 This did not help. I got an automated response back saying simply "we need a phone number to prove its you." 0 comments No comments This did not help. I got an automated response back saying simply "we need a phone number to prove its you."

Anonymous 2024-04-13T06:55:34+00:00 Hi I am an Independent Advisor, trying to help other users in the Community with my experience in Microsoft products. Please note that I am a user like you and don't work directly for Microsoft. I am sorry to hear that you are experiencing this issue and I hope that the following suggestion will work in your case. If the Account Recovery Form: https://account.live.com/acsr does not work, please try this option: Account reinstatement: https://www.microsoft.com/concern/AccountReinstatement ** Provide as much information as possible and resubmit after 48 hours if you do not get a response from Microsoft ** NB: This process can take up to 2 weeks to complete. Please let me know if that helped. Regards Casper 0 comments No comments I am an Independent Advisor, trying to help other users in the Community with my experience in Microsoft products. Please note that I am a user like you and don't work directly for Microsoft. I am sorry to hear that you are experiencing this issue and I hope that the following suggestion will work in your case. If the Account Recovery Form: https://account.live.com/acsr does not work, please try this option: Account reinstatement: https://www.microsoft.com/concern/AccountReinstatement ** Provide as much information as possible and resubmit after 48 hours if you do not get a response from Microsoft ** NB: This process can take up to 2 weeks to complete. Please let me know if that helped. Anonymous 2024-04-12T18:25:51+00:00 I get to this page, and within 1 second it says my session has expired. So, I still cannot reset my password. 0 comments No comments I get to this page, and within 1 second it says my session has expired. So, I still cannot reset my password. Anonymous 2024-04-12T02:21:28+00:00 Hello Andrew M, Thank you for reaching out to the Microsoft Community. My name is Gunasekar and I'm happy to help. I'm sorry you're experiencing this problem. I understand how important recovering your account is to you. Microsoft will send you a code to the security verification methods that you selected when creating the account in order to access the security data on your Microsoft account. This is to make sure you (the owner) are attempting to access the account. Requiring an OTP ensures that only authorized users can access their accounts. Even if someone knows your password, they won’t be able to log in without the OTP. The code will be sent to the email address or Phone number you supplied as a security verification method. If you no longer have access to your Old Phone number, it is recommended to change the security info in your account. On the Verify your Identity screen, select "I don't have any of these", and follow the instructions to replace your security info. If you do, your account will be put into restricted state for 30 days. 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, Gunasekar N 0 comments No comments Hello Andrew M, Thank you for reaching out to the Microsoft Community. My name is Gunasekar and I'm happy to help. I'm sorry you're experiencing this problem. I understand how important recovering your account is to you. Microsoft will send you a code to the security verification methods that you selected when creating the account in order to access the security data on your Microsoft account. This is to make sure you (the owner) are attempting to access the account. Requiring an OTP ensures that only authorized users can access their accounts. Even if someone knows your password, they won’t be able to log in without the OTP. The code will be sent to the email address or Phone number you supplied as a security verification method. If you no longer have access to your Old Phone number, it is recommended to change the security info in your account. On the Verify your Identity screen, select "I don't have any of these", and follow the instructions to replace your security info. If you do, your account will be put into restricted state for 30 days. 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, Gunasekar N