Locked out of my live.com account – recovery and verification not working

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.   

Hi Inga Hrönn Kristjánsdóttir

I understand you are having a problem accessing your Microsoft account because the password is accepted, but the identity verification code is not arriving, and the recovery form has not approved the request. I am happy to help you. Please confirm:

• Does the page say the account is locked, or does it only say “verify your identity because of unusual activity”?
• Does the verification page show any option besides the phone number, such as email, Authenticator, or “I don’t have any of these”?
• Was two-step verification enabled on the account before this happened?

Please try these options:

1) If the account shows as locked, try the unlock flow 

• Please sign in at account.microsoft.com and get a security code: Microsoft account has been locked | Microsoft Support
• If the unlock page allows it, you can use any phone number that can receive text messages. The phone number does not have to be the one already on the account.

2) Check why the SMS code may not arrive 

Please review Microsoft’s verification-code guidance here: Troubleshoot Microsoft verification code issues | Microsoft Support

Also check the following:

• Make sure the phone is not blocking texts from unknown numbers.
• Clear space in the phone’s message inbox and restart the messaging app.
• Avoid repeatedly requesting new codes, because excessive requests can cause codes to stop being sent temporarily.
• If the number is VoIP, use a mobile phone number instead, because VoIP numbers cannot be used for verification codes.
• If another verification option appears, try that option instead of SMS.

3) If Microsoft Authenticator no longer shows the account 

• If the Microsoft Authenticator app had backup enabled before, try restoring it before signing in again. See: Restore account credentials from Microsoft Authenticator | Microsoft Support
• Please note: if Authenticator was not backed up, or if the account requires another verification step to restore, the app alone may not restore access.

4) If you must submit the recovery form again 

Since the recovery form was rejected, please review Microsoft’s guidance before submitting again: Help with the Microsoft account recovery form | Microsoft Support

When completing the form, please:

• Use a device and location where you previously signed in successfully.
• Enter old passwords you used for the account.
• For Outlook.com, Hotmail.com, or Live.com accounts, include exact email subject lines and contacts you previously emailed.
• Provide as much information as possible, even if you are not fully sure. Microsoft says wrong answers do not count against you.
• Submit no more than two recovery requests per day.

If you still cannot receive the code or pass recovery after using the Sign-in Helper and recovery form guidance, please kindly contact Microsoft Support:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box 
• Scroll down to the bottom > select Sign in to contact support 
• Log in to another available personal Microsoft account.  
• Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm. 
• Click "Chat with a support agent in your web browser" (during business hours)

Thank you for your understanding and time. I do hope you can regain access back. Have a nice day!