Recovery Account

For Microsoft consumer accounts (including those used with Microsoft Authenticator), identity cannot be verified with an ID card or passport. Support agents are not allowed to manually verify identity, send password reset links, or change security details.

If two-step verification is turned on and there is no access to any of the security methods (phone, email, authenticator), the only available option is the automated account recovery process. If none of the security info can be used, follow these steps:

1. First try the Sign-in Helper tool to see if recovery is possible without the form: Sign-in Helper.
2. If that does not work, use the Microsoft account recovery form:
   • Read the guidance in Help with the Microsoft account recovery form.
   • Then submit the recovery form from a device and location normally used with the account, and provide as much accurate information as possible (old passwords, contacts, email subjects, etc.).
3. Microsoft will review the form and respond to the contact email provided, usually within 24 hours.

If two-step verification was enabled and none of the alternate verification methods are available, and the recovery form cannot confirm ownership, the account cannot be recovered or unlocked by support, even with official ID.

References:

• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft account
• Common problems with two-step verification for a work or school account