Password & Account Recovery

How to Recover a Microsoft Account When the Verification Phone is Unavailable

Amos Gikunda Sep 30, 2026 868 views

Question details

The user needs to regain access to a locked Microsoft account after forgetting the password, but the verification code is being sent to a phone number they can no longer access.

How to Recover a Microsoft Account Without Access to the Verification Phone

Product: Microsoft Account
Device & OS: not provided
Scenario: Attempting to reset a password or log in to a Microsoft account without having access to the registered verification phone number.
Observed behavior: The account remains locked because the user cannot receive the required SMS verification code to proceed with the password reset.

Before you start

Ensure you are attempting this recovery process from a familiar computer and location that you have regularly used to sign into your Microsoft account in the past.

Solution 1Recommended

Submit the Microsoft Account Recovery Form

Use the official automated recovery form to prove your identity by providing detailed historical account information.

The Microsoft Account Recovery Form is designed as a fallback method for users who have lost access to their security contact methods. Please note that this form cannot be used to bypass security if you have two-step verification enabled on the account.

Navigate to the recovery page

Open a web browser and go to the official Microsoft recovery page at account.live.com/acsr.

Enter account details

Input the email address, phone number, or Skype name associated with the locked Microsoft account you are trying to recover.

Provide a contact email

Enter a different, working email address where Microsoft can contact you regarding your recovery request.

Fill out the recovery form

Answer the security questions and provide as much accurate account information as possible, such as previous passwords, recent email subjects, or contacts.

Submit the request

Submit the form and wait for Microsoft's automated system to review it. You can submit this form up to two times per day if your initial attempts are rejected.

Submit the Microsoft Account Recovery Form

Update Security Information: Once your identity is verified and you regain access to your account, immediately navigate to your security settings to update your verification phone number and add a secondary recovery email.

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Frequently Asked Questions

Why is the Microsoft Account Recovery Form rejecting my request?

The automated system relies on exact matches for security. If the information provided (like old passwords, email subjects, or billing info) is insufficient or slightly inaccurate, the request will be rejected. Try to gather more precise details before submitting again.

Can I use the recovery form if I have two-step verification enabled?

No. If you have two-step verification (2FA) enabled on your Microsoft account, the automated account recovery form is intentionally disabled for security reasons. You will need to use your backup recovery code or alternative authentication methods.

How many times can I submit the account recovery form?

Microsoft allows you to submit the Account Recovery Form up to twice per day. If you are unsuccessful, it is recommended to take time to gather more accurate historical data about your account before trying again the next day.

Login & Account Issues