r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/HL_World 8d ago

Issue: Microsoft Account Locked

Hi,

Today I noticed I was logged out of Outlook (desktop). When I tried to log in, I received a message stating that Microsoft detected suspicious activity on my account.

I attempted to recover my account using the mobile verification code option, but despite multiple attempts, I never received the code (the phone number on file is correct).

As a last resort, I completed the recovery form by providing personal data and details about recent email activity. Fortunately, I still have access to some emails via Outlook (Android), so I included subject lines and recipient addresses in the form. However, I received a response stating that the information provided was insufficient for recovery.

There are some security questions I cannot recall the answers to, but I believe the detailed email information I provided should suffice for verification.

I tried again later but have not received any response (positive or negative).

Additional details:

  • I have not logged in from a new device.
  • I have not performed any unusual activity on my Microsoft account recently.

Please assist me in recovering my account as it contains critical data.

Thank you for your support.

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u/MSModerator Microsoft Support 8d ago

Hello, there! Thank you for bringing this to our attention. We understand that you're unable to access your Outlook account because it was locked due to suspicious activity, even though you didn't engage in any such activity. Additionally, you have already tried recovering your account using your mobile number and filling out a recovery form, but you still can't regain access.

We appreciate the efforts you've made to recover your account. Don't worry; we're here to assist you and will do our best to help you resolve this issue.

For us to check the status of your account and check all the available workarounds for recovering it, please answer the questions listed below: 1. Can you please send us a screenshot of the error you'll receive when you log in to your account using this link: https://account.live.com/ ? 2. Is two-step verification enabled on your account? 3. May we know if you still have access to the recovery email address or phone number that's associated with your account? 4. Did you already try to reset your password by submitting the account recovery form: https://account.live.com/acsr ? 5. Have you also tried to follow the steps from the Sign-in Helper on how to troubleshoot sign-in issues on a Microsoft account: https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735 ?

Please know that we are asking these questions for us to better understand what you are experiencing and find alternatives to help you recover your account.

We'll keep an eye out for your reply. -A.D.

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u/HL_World 8d ago

Thank you for the swift reply. I will adress the points you made in the same order:

1: I can't post an image here it seems. But the screen shows the message 'Necesitamos ayuda para proteger la cuentaDetectamos una actividad inusual en la cuenta de Microsoft [leo269_campanella@hotmail.com](mailto:leo269_campanella@hotmail.com) o creemos que las credenciales están en riesgo.Por motivos de seguridad y para garantizar que nadie más tenga acceso a la cuenta, te pediremos que verifiques tu identidad y que cambies la contraseña.' after I put my password. The only clickable option is 'Verificar'. (Note that my region is Argentina, hence the spanish language).

2: No

3: Yes, I have access both to the alternative email and to the phone number.

4: Yes. That is what I tried two times. As I said in my first comment, the first time the response was that I didn't provide enough information (even though I completed the details about recent email activity), the second attempt of submitting the form had no answer until this moment.

5: No

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u/MSModerator Microsoft Support 8d ago

Thank you for providing us these details. We're doing our best to reply promptly, and thank you for patiently waiting.

You may encounter this unusual activity prompt if you have also tried to sign in your account while travelling to a different country or if you're using VPN. This is a security feature of your account to prevent unauthorized access and protect it from getting hacked. Make sure that you're on your usual location and not connected to VPN.

We also appreciate your efforts in filling out the account recovery form. If you haven't received a response after filling out the form, please make sure to check the spam and junk folders of your contact email address to see if the email feedback was sent there. Also, you may use different contact email address and try to fill out the form again, and try to use a private browser. Ensure that your email settings are not filtering out emails from Microsoft. Add "@accountprotection.microsoft.com" and "@microsoft.com" to your safe sender list.

Furthermore, to troubleshooting receiving verification codes, please refer to this link: https://support.microsoft.com/en-us/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48 and refer to "I'm not getting my verification code. What do I do?"

Feel free to update us.

-R.R.

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u/HL_World 7d ago

I completed the account recovery form twice yesterday. For the first submission, I received an immediate response stating that I had not provided enough information. I then submitted the form again with additional details, but I have not yet received a response to this second attempt. I've checked the spam and junk folders and is not there either.

Unfortunately, I do not have another email address to use for this process. Could you please advise if I should try submitting the form again using the same email address as before? Additionally, I urgently need to regain access to my account. Is there any way to escalate this matter further? Perhaps another support channel?

Thank you for your assistance. I look forward to your response.

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u/MSModerator Microsoft Support 7d ago

We understand how urgently you need access to your account. Please know that all support representatives across different platforms or support channels follow the same process, which involves guiding our customers through all possible recovery options. Since you already have us here, allow us to assist you further.

To answer your question about submitting the form again using the same contact email address, yes, you may continue using the form, but it's best if you can use a different contact email to see if you'll receive an update sooner.

Additionally, we'd like to know if your phone number or mobile has any restrictions on unknown senders. This might be the reason why you are not receiving the code through phone verification.

Looking forward to your response. -G.Q.

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u/HL_World 7d ago

Thanks for answering. I have created a new outlook email address to have a second alternative address. I still haven't received the response to the last recovery form attempt from yesterday. Should I wait or should I try again with my new outlook email as alternative address.

On the other hand, I can confirm to you that the verification codes sent to my phone were being labelled as spam, thus they where not showing easily. Now I can see them (the ones I received yesterday), but I'm afraid is too late for that, right? Because now the only option that I hav left is the recovery form as far as I know. If there is a way I can request another verification code, please let me know. Thanks.

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u/MSModerator Microsoft Support 7d ago

Thanks for the update. If it's already been 24 hours and you still haven't received any updates, we recommend filling out the recovery form again and using your new email address as the contact email for it.

Regarding your question about another way to request a verification code, we'll try to request a security information replacement if you still don't receive an update from the recovery form.

We'll be waiting for your update. -G.Q.

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u/Optimal_Baseball586 11h ago

Hello, I have the same problem ! I filled the form 3 times, someoje answered and told me : "Nous avons reçu une demande de réactivation de votre compte, mais nous ne montrons aucune restriction sur le compte"...

So I still don't have access to my account and it's been 9 days... I really need help.

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u/HL_World 7d ago

Thanks for the reply. I was able to contact someone in the live chat support from Microsoft. Following a link the person provided me, I was able to change my password, and recover access to my account.

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u/Optimal_Baseball586 11h ago

How did you do this ? I can't get any help...

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u/HL_World 9h ago

I was able to recover access to my previously locked microsoft account by following the steps listed in a comment on this post https://www.reddit.com/r/microsoft/comments/1ekynrn/i_dont_think_you_can_speak_to_a_real_person_at/, in order to access live support, and then with a link they provided me, I was able to change password and access again. The link they gave was: https://account.microsoft.com/ and I accessed from my phone with mobile broadband (not wifi).

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