Fix Microsoft Account Requesting Old Security Information for Verification
Question details
The Microsoft account continues to prompt for verification using an old, previously replaced email address or phone number.
- Product
- Microsoft Account
- Device & OS
- not provided
- Scenario
- Attempting to sign in or access advanced security settings on a Microsoft account after previously updating security details.
- Observed behavior
- Microsoft ignores the updated security details and still requests the old email address or phone number for multi-factor authentication and verification.
Ensure you are attempting to sign in from a familiar device or location, as logging in from a recognized IP address can sometimes reduce the strictness of Microsoft's security verification prompts.
Use Alternative Security Options and the Account Recovery Form
Select the option indicating you no longer have access to the old security information to trigger the official replacement process or account recovery form.
If Microsoft continues to request an outdated phone number or email address, you must manually instruct the system that these details are permanently inaccessible.
Be aware that triggering a complete security information reset may result in Microsoft imposing a mandatory 30-day security hold to protect your account from unauthorized takeover.
On the verification prompt screen, click the link that says 'I don't have any of these' or 'Show more verification methods' instead of attempting to bypass the prompt.
Follow the on-screen instructions to formally declare the loss of access to the old email address or phone number. This will prompt Microsoft to ask for new security information.
If you are entirely locked out and the standard prompts fail, navigate to https://account.live.com/acsr in your web browser. Fill out the Microsoft Account Recovery form with as much accurate historical detail as possible, including old passwords and recent email subjects.
Switch to WPS Office for a Hassle-Free Experience
Locked out of your Microsoft account due to verification loops? You don't need to halt your productivity while waiting for a 30-day account recovery. WPS Office offers a free, lightweight alternative that doesn't require complex account verifications just to edit your local files.
Frequently Asked Questions
Why does Microsoft still ask for my old phone number after I changed it?
It can take up to 30 days for Microsoft's servers to fully replace old security information with new details. During this transition period, the old information may still appear as a verification option.
Can I skip the 30-day waiting period for security info changes?
No, Microsoft strictly enforces this 30-day lockdown on advanced account settings to prevent hackers from locking you out of your account, though you can usually still access regular services like Outlook or Xbox.
What information do I need to fill out the Microsoft account recovery form (ACSR)?
You should provide your account email, a working alternate contact email, previously used passwords, and details about recent emails sent or received if you use Outlook, to effectively prove your identity.
How do I access my Office documents if I am locked out of my Microsoft account?
If your files are stored locally on your device, you can use alternative office suites like WPS Office to open, edit, and save your Word, Excel, and PowerPoint documents without needing a Microsoft account login.
