unable to get on my two email address

Dear Patricia Parker,

Thank you for reaching out to the Q&A Forum!

I understand how frustrating and stressful it is to be locked out of a critical email account. It's especially difficult when the recovery process creates a loop where you need to access one account to get into the other. I'll do my best to walk you through a solution and explain why a factory reset isn't the right step.

Please Do NOT Do a Factory Reset

A factory reset will not fix your email access problem and will likely make it worse. A factory reset wipes all the data from your device, including any saved passwords or settings that might be helping you access the one email account you can still get into. Your email accounts exist on Microsoft's servers, not on your device, so a reset will not change their status. You would just be starting over with an empty device and the same account access problem.

The Only Way to Regain Access

The key to getting back into your account is to prove your identity to Microsoft's automated system. Since you can't use the security code method, the only path forward is to use the Microsoft Account Recovery Form. Microsoft's support staff are not able to reset your password for you, as this is a security measure to protect your account. The recovery form is the official process for this exact situation.

Here's what you need to do to give yourself the best chance of success:

You can find the form right here: Microsoft account recovery page.

Please refer to this link if you need help navigate the recovery form: Help with the Microsoft account recovery form

• Provide as much information as possible: This is the most critical step. The more detail you provide, the more likely the system will be able to verify your identity.
• Old passwords: Think of any previous passwords you may have used for this account. Even if you only remember one or two old ones, enter them.
• Subject lines of recent emails: Try to recall the subject lines of a few recent emails you've sent. You can ask a family member, friend, or coworker you've emailed from that account if they remember.
• Contacts: Enter the email addresses of contacts you frequently communicate with.
• Billing information: If you've ever purchased anything from Microsoft (like Xbox games or Office 365), you can provide credit card details from that transaction.
• Other services: Mention any other Microsoft services you used with this account, such as Xbox, Skype, or OneDrive.

Why There's No Phone Number for This

Unfortunately, there is no direct phone number you can call to have a Microsoft agent reset your password. This is because a phone agent cannot verify your identity securely over the phone. Relying on an automated form protects your account from potential hackers and unauthorized access.

Once you have successfully regained access to your account, I strongly recommend updating your security information immediately. Add a new phone number and a different recovery email address that is not linked to your other one. You should also consider enabling two-factor authentication for an extra layer of protection.

Please let me know how these suggestions work for you, or if you'd like assistance in navigating Microsoft's support channels.

Warm regards, 

Kal Duong | Microsoft Q&A Support Specialist

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