Recover old account

Question

Recover old account

Christopher Kerekes 5

I am writing as per advised by an account supervisor. They advised me to create a new account in order to request help on how to recover my real one. The issue with logging into that account is that I have two-step authentication enabled and I don't have that phone number anymore. I was prompted that unusual activity was detected on that count, and asked to sign in. I could not sign in because of the old phone number, nor can I update the number because I cannot access the account. I followed the recovery steps several times and filled out the required forms, but it was unsuccessful. My issue was not resolved and is ongoing for over a week now. I am a writer and I need access to this account because it has all my files stored on onedrive. This is inhibiting my work and I need help ASAP. Thank you.

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Answer 1

Darhyl Amizola 37,605 Independent Advisor

Hey there! Nice to meet you!

Since you have two-factor authentication (2FA) enabled, do you have the 25-character recovery codes for the 2FA?

Important: If you have an active 2FA, the account recovery webform (ACSR) will inform you that your recovery request will be ignored.

If yes, please go to account.microsoft.com > Forgot Password > provide the verification codes if you have access to another verification method besides your recovery phone number > click "I don't have any of these" on your recovery phone number > click "Yes" on the 25 recovery code (if you have one) > from here, you will be asked to wait 30 days in order to update your security info and recover your account.

During this time, you will not be able to sign in to sites or services with your account.

However, if you do not have access to all of your verification methods and the 25-recovery codes from your 2FA, I'm afraid it is no longer possible to recover/verify the account.

Thank you for your understanding.

Best regards,

Darhyl

Christopher Kerekes 5 Reputation points

2026-04-07T20:28:59.1333333+00:00

Darhyl,

I do apologize but you are speaking a foreign language to me. I know nothing about this 25 recovery code. I merely purchased Microsoft office and have done writing with it for a few years. All of my books and manuscripts are stored on the OneDrive associated with that account. There must be some way to retrieve it. Nothing has changed besides my phone number. And now I’m at risk of losing all of my work over the last couple years? With all due respect, this is absurd. Please advise!

Thank you!
Christopher Kerekes 5 Reputation points

2026-04-07T20:30:28.66+00:00

The account I am wishing to retrieve, which locked me out at no fault of my own and simply because I got a new number and couldn’t fulfill the two factor, is ******@gmail.com.

Answer 2

Because two-step verification is turned on and none of the security info (old phone number, other methods) is available, recovery is limited to the official self-service process.

Follow these steps in order:

Try the Sign-in Helper and standard recovery
- If the account is a personal Microsoft account (used for OneDrive, Outlook.com, etc.), start with the Sign-in Helper tool to see if there are any usable verification options left: Sign-in Helper.
- If the username is not recognized or you see messages like “account doesn’t exist,” review: My username and password have stopped working.
- If you simply forgot the password and still have some security info, use the standard reset flow: Reset your password.
If you have lost access to all security info
- When signing in and prompted to verify identity, select “I don't have any of these” if that option appears. This starts the process to replace security info.
- For work or school accounts with two-step verification, follow: Common problems with two-step verification for a work or school account → I've lost access to my security info. If all security info is lost, you:
  1. Begin sign-in to the work or school account.
  2. At “Verify your identity,” select I don't have any of these.
  3. Follow the instructions to replace security info.
  4. After replacement, sign-in is blocked for 30 days while the change completes. During this period, if old security info is found, it can still be used to sign in, but doing so cancels the update.
Use the Microsoft account recovery form (personal accounts)
- If two-step verification is enabled on a personal Microsoft account and none of the alternate verification methods are accessible, support cannot override this. The only option is the Microsoft account recovery form.
- Before filling it out:
  - Ensure there is a working email address that can receive messages about the recovery request (this can be any account, including a newly created Outlook.com address).
- Then complete the form from a familiar device and location (home/office) that was previously used to sign in: Account recovery form.
- Provide as much accurate information as possible (previous passwords, usage details, etc.). Microsoft reviews the answers and responds, typically within 24 hours.
- If the form is denied, it can be retried with improved information, but if repeated attempts fail, the account cannot be recovered.
Important limitations
- If two-step verification was turned on and none of the alternate verification methods are available, support agents are not allowed to:
  - Send password reset links,
  - Access or change account details,
  - Bypass two-step verification.
- If the account has been inactive for more than two years, it may have been deleted and cannot be reopened.

Given the description (two-step verification enabled, old phone number lost, recovery form already tried and denied), the only supported path is to:

Re-attempt the Sign-in Helper and account recovery form from a known device/location with as much precise information as possible.
If the form continues to be rejected, the Microsoft account and its OneDrive data cannot be recovered through support, and new storage arrangements (such as using the new account) will be required.

References:

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Recover old account

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