Password & Account Recovery

How to Recover a Microsoft Account When Locked Out but Still Charged

Natalie Taylor Oct 8, 2026 868 views

Question details

The user needs to recover a Microsoft account and stop ongoing subscription charges after losing access to the associated recovery email or phone number.

How to Recover a Microsoft Account When Locked Out but Still Charged

Product: Microsoft Account
Device & OS: not provided
Scenario: User is locked out of their Microsoft account because they lost their phone number or email, but their active Microsoft subscription continues to charge them.
Observed behavior: The user cannot sign in to manage or cancel their active subscription, resulting in unwanted ongoing billing charges.

Before you start

Gather any alternative email addresses, phone numbers, and your billing statements associated with the Microsoft account to help verify your identity during the recovery process.

Solution 1Recommended

Replace Security Information via the Microsoft Account Security Page

Use this method to update your account recovery details and regain access so you can manage your subscriptions.

When you lose access to your primary verification methods, Microsoft allows you to request a security information update. This process typically takes 30 days to complete to protect your account from unauthorized access.

Go to the Security Page

Navigate to the Microsoft account Security page in your web browser and attempt to sign in.

Select 'I don't have any of these'

When prompted to verify your identity, select the option that says 'I don't have any of these' or 'I can't verify my account'.

Add New Security Information

Follow the on-screen instructions to enter a new, accessible email address or phone number. Verify this new contact method.

Manage Your Subscription

Once the 30-day waiting period is over and you regain access, navigate to the 'Services & subscriptions' section to cancel or update your billing to stop duplicate charges.

Replace Security Information via the Microsoft Account Security Page

30-Day Wait Period: Microsoft enforces a strict 30-day waiting period when replacing all security info. You will not be able to change passwords or manage billing until this period ends.

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Frequently Asked Questions

Can I cancel my Microsoft subscription while my account is in the 30-day recovery period?

No, you cannot manage or cancel subscriptions directly through your Microsoft account during the 30-day security info replacement period. If you need to stop charges immediately, you should contact your bank or credit card provider to block the transactions.

What if my Microsoft account recovery request is denied?

If the automated system denies your request, you can try submitting the Account Recovery form again with more accurate information. Provide as many details as possible, such as old passwords, subjects of recently sent emails, or billing information.

How can I prevent losing access to my Microsoft account in the future?

To secure your account, keep your security info up to date. Add at least two forms of contact, such as an alternate email address and a phone number, and consider generating a 25-character recovery code in your Microsoft account security settings.

Login & Account Issues