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Recovering my account.

Ricky Flores 0 Reputation points
2025-11-18T21:33:23.2933333+00:00

I’ve been trying to log into my Microsoft/Xbox account but I can’t get in because I no longer have access to the old phone number that was linked to my account. I have attempted the account recovery process multiple times for the past few years, but the system keeps telling me that the information I provide isn’t enough or isn’t correct, even though I’m entering everything I can remember. I’ve also tried contacting the current owner of my old phone number to receive the verification code, but they won’t respond and have since blocked my number, likely thinking it was spam.

I’ve invested thousands of dollars into my Xbox account over the years, and it’s extremely frustrating to feel like I might lose access to everything because the recovery options are limited and I can’t get direct help. I need assistance verifying my identity another way so I can regain access to my account.

What can I do besides keep trying to fail attempts the recovery form. My desktop is still currently logged into the account I'm trying to get into also my Xbox account is still logged in on my desktop but can't do anything else to get it back.

Moved from: Microsoft Security | Microsoft Authenticator

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Winnie-B 3,420 Reputation points Microsoft External Staff Moderator
    2025-11-19T03:15:41.48+00:00

    Hello Ricky Flores,

    Thank you for reaching out to Microsoft Q&A Forum. I’m really sorry you’re in this situation. I understand how frustrating this is, especially with the investment you've made in your Xbox account. Below are some ways that you could try next:

    Since you're still logged in on your desktop, please:

    1. Use the desktop session to update your security info (if possible)

    • On your desktop where you're still signed in, go to: https://account.microsoft.com/security
    • Go to Your info, under Account info > Edit account info User's image
    • Add your current phone number and a current recovery email
    • Only after that (and after any 30-day security hold, if it appears), remove the old phone if possible. If you can do this, it’s the cleanest way to save the account without needing the recovery form.
    • Save changes immediately

    2. Enable Microsoft Authenticator as backup

    While still logged in:

    • Download Microsoft Authenticator app on your current phone
    • Go to: https://account.microsoft.com/security, go to Security tab
    • Select Manage how I sign in then add add Authenticator as a sign-in method

    User's imageChange your security information

    You can see this official guide: How to add your accounts to Microsoft Authenticator

    3. Save recovery codes

    4. Resubmit account recovery form with more detail

    • Go to the Account Recovery Form via https://account.live.com/acsr   
    • Enter the email you want to recover and an alternate email where Microsoft can contact you.
    • Provide as many accurate details as possible, such as old passwords, frequent contacts/subjects lines, subscriptions or services linked to this account, any billing info, etc.
    • Submit from a familiar device/location then wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
    • Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support

    5. If the recovery form still fails, please contact Xbox Support immediately via https://support.xbox.com/en-us/contact-us

    Thank you for your understanding and patience. Please feel free to let me know how it goes.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".    

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