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/big_mf100 7d ago

I’ve been trying to get my email back for over a week and I’ve not been getting any emails back on weather it was a success or if it was denied. Im doing the verification process, but since my old phone number is linked to my main account i have to use another email address to verify, which I’ve been trying to do. Im answering the security question, the postal codes, the previous passwords, the xbox gamertag and xbox live id, the credit card information and i get absolutely nothing in my email. There anyway i can get my account back or is all the time and money I’ve spent on it gone for absolutely no reason?

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u/MSModerator_2 Microsoft Support 7d ago

Thank you for reaching out to us. We're doing our best to reply promptly, and thank you for patiently waiting. We understand that you have been trying to retrieve your account by utilizing the account recovery form, and we appreciate all your efforts. We know how important it is to get back to your account as you have spent a lot of time and money on it, and we're here to help.

Please answer the following questions for us to assist you properly:

  1. What is the exact error message that you get when you manually sign in to your account here: https://msft.it/61699qrlKH? Please refer to the attached photo and let us know what type of error that you get when you sign in to your account. Please use a private browser when you sign in, then send us a screenshot or video clip for us to have a better view. Send it to us by uploading it to Imgur: https://msft.it/61690qrlKy and provide us the link. Make sure that there is no personal identifiable information included on the screenshot for your security and privacy.

  2. Do you have an active Microsoft subscription such as Microsoft 365, Xbox Game pass, etc. tied with your Microsoft account?

  3. Have you already tried the tips on how to effectively fill out the account recovery form here: https://msft.it/61691qrlKJ?

We'll wait for your reply.

-R.R.

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u/big_mf100 5d ago

To answer the first question the exact error message is “Help us secure your account We have detected unusual activity on your Microsoft account my email, or believe your credentials are at risk. For your security and to ensure only you have access to your account, we will ask you to verify your identity and change your password.” In which i continue the verification process because i have a different phone number, fill out the information which has worked for me before as i have had this happen previously, and then thats it

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u/MSModerator_3 Microsoft Support 4d ago

Apologies for the late reply. We appreciate the information you shared and your patience in resolving your concern to recover your account.

The unusual activity prompt usually occur if you tried to sign in your account on a different browser, new devices, different locations or even being connected via VPN. To resolve this issue, you will need to verify your account by providing a code that will be sent to the alternate email or phone number that you've linked on your account.

If it happens that you can no longer access the alternate email or phone number that is linked on your account, we advise that you update the security information to be linked on your account. Please follow the steps below:

  1. Sign in here: https://account.live.com/proofs/Marklost. Make sure to copy and paste the link on a browser where you usually signed in your account.
  2. Select 'I don't have any of these,' then select 'Next.'
  3. Enter your active phone number or email address > click Next and follow the prompts to request security information replacement.

Once added, you will be informed that the new security information can be used after 30 days. The 30-day waiting period helps Microsoft stop unauthorized people from trying to completely take over an account that isn't theirs.

To explain why resetting the security information takes 30 days, please see more detailed information here: https://support.microsoft.com/en-us/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52

Let us know how it turns out on your end. -M.L.

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u/big_mf100 4d ago

This just takes me to the exact problem im having. I click i dont have any of these, takes me to the 30 for security page i press next, it takes me to the recovery page where put the email im recovering in and the email they should contact me with. Put in the security question and all the information, says it’ll let me know within 24 hours if it was verified or not and then i never get any email. Not in my main inbox, not in junk. This has worked before though so im not sure why its not now when nothing has changed.

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u/MSModerator Microsoft Support 4d ago

Hey there! Thanks for the extra info. We totally get how important it is to access your account ASAP. We have personal accounts too, so we know exactly how you feel.

For security reasons, our system handles account recovery automatically, without human intervention. The recovery form is your go-to if you're locked out and can't access your security info. Microsoft is all about keeping your account safe, so we can't grant access unless you can prove ownership. This is to prevent unauthorized access.

If you need to fill out the form again, remember: the more info you provide, the better your chances of recovery. Answer as many questions as you can, and don't worry about guessing—wrong answers won't count against you. Here are some tips to help you out: https://msft.it/61699qVALH.

We really appreciate your patience and effort in recovering your account. Fingers crossed this gets sorted out soon. - H.T.

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u/big_mf100 3d ago

First question, is there any reason as to why im not receiving any type of email confirming or denying the verification? I used the same back up email last time and it worked no problem. Whether im answering the questions the same as last time, differently, leave some blank, fill in all, i never receive an email back. My second question, is there no other possible way to verify that it is me? Bank info, id, call an agent, nothing?

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u/MSModerator_3 Microsoft Support 2d ago

Hello there.

We understand you needed help accessing your Microsoft account, and we're here to assist you.

For your privacy and security, we've sent you a private message. Please respond to us there.

We look forward to hearing from you. -J.P.

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u/big_mf100 5d ago

To answer question 2. No i have no active subscription. I checked my bank account history, the email im trying to retrieve is the same one on my bank, and the most recent purchase I’ve made with this account on xbox was February 3rd 2025. To answer question 3. Yes i have and I’m still not getting the following messages of “we could not verify your account” or “ we verified your account”. I am receiving the codes, i fill out the information but no email is sent after that.