Unable to receive code from Microsoft to verify and unlock my Outlook account as the email and phone number to send code is no longer available

I'm sorry you are experiencing this.

Please use a different "Contact email" where you can receive the results, then try submitting another request: https://account.live.com/acsr

Also, please avoid making repeated submissions, unless you have recalled new information as this will only slow down the webform's response and responses may take within 72 hours as stated in the guidance notes: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

Best regards,

Darhyl

I totally understand your frustration.

Verification codes can only be received through your linked email address, phone number, or authenticator app, as these are your account’s verification methods.

If this gmail is not linked as your verification method, I'm afraid the account recovery web form is your only option to recover/verify your account.

You may check these guidance notes on how to fill out the form through this link: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

Best regards,

Darhyl

Thank you so much for the information.

Since you do not have access to the verification methods for a password reset and you do not have an active 2FA, I'm afraid the only way to recover/unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: I asked in my initial response whether you have active 2FA enabled because ACSR will inform you that your recovery request will be ignored if the feature is enabled.

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

Since you mentioned that you didn't receive the results from the account recovery webform, please try submitting another request via Incognito/InPrivate window and using different devices and network services. Then please check your email inbox, junk, and spam folders.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to assist you with manual recovery, unblock, and escalation for this case, as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Please note that this is a public forum, I will be responding you in short period of time and regret for a delay in response.

Thank you for your understanding.

Best regards,

Darhyl

Hey there! Nice to meet you!

Just to confirm, when you mentioned that you have a linked recovery phone number, do you have an active two-step verification feature (2FA) in your account?

May I know when was the last time you successfully signed in to your Microsoft account?

In the meantime, kindly try the Microsoft Sign‑in Helper troubleshooter, as this is the fastest way to verify your identity through this link: https://support.microsoft.com/account-billing/microsoft-account-sign-in-helper-7117cc8d-0d68-4658-b4fb-c4b7ee8a8e28

Best regards,

Darhyl

To unlock the Outlook (Microsoft) account when the listed email and phone are no longer available, only the automated recovery and verification flows can be used; support agents cannot directly change security info or send codes.

Follow these steps:

1. Use the account recovery form repeatedly but carefully
   • Go to the Microsoft account recovery page (account.live.com/acsr as described in the Q&A references) and select the option that matches the situation (for example, “I forgot my password” or similar sign‑in issue).
   • When prompted for security info that is no longer available, choose the option like I don’t have any of these and complete the recovery form with as much accurate information as possible (old passwords, recent email subjects, contacts, folder names, etc.).
   • If the system has temporarily blocked code delivery due to unusual activity or too many attempts, wait for the block to expire before trying again. Excessive or repetitive requests can cause Microsoft to stop sending verification codes.
2. Check for verification or decision emails
   • Recovery decisions and follow‑up come by email to the contact address entered in the recovery form. There is no separate confirmation that the form was received beyond these emails.
   • Make sure to check junk/spam folders for messages from an @accountprotection.microsoft.com address.
3. Understand verification‑code limitations
   • If the account is blocked or locked due to suspicious activity, Microsoft may temporarily stop sending verification codes or delay them. These issues are automatically resolved after some time.
   • If verification codes are not arriving because the old phone/email are gone, another method (recovery form) is required; support agents are not allowed to override this or send codes manually.
4. If still unable to receive codes
   • Microsoft’s guidance is that if verification codes cannot be received and the recovery form is not successful, it may be necessary to wait until access to one of the listed methods is possible or continue retrying the recovery form with better information.
   • For additional troubleshooting of code‑delivery issues (for example, if using a new phone number or alternate email), see the guidance in Troubleshoot Microsoft verification code issues and Common problems with two-step verification for a work or school account.
5. Contact Microsoft Support (for guidance, not manual reset)
   • Go to Contact Microsoft Support and select Get Help, then Contact Support if more help is needed. Explain that Outlook.com / Microsoft account recovery is failing and that the old phone/email are no longer available.
   • Be aware: to protect the account and its contents, support agents are not allowed to send password reset links, send verification codes, or directly change account details; they can only guide through the existing recovery options.
6. If the account is locked with no “Next” button
   • If the sign‑in page does not show Next, the account may be locked for suspicious activity or Terms of Use violations. Use the aka.ms/ link shown in that window to submit the account reinstatement form and wait for email contact from Microsoft Online Safety.
   • Do not submit multiple reinstatement forms in parallel, as that can slow down response.

There is no direct phone line where an agent can bypass these automated protections for a personal Outlook.com account. Recovery is only possible through the self‑service forms and automated verification.

References:

• Troubleshoot Microsoft verification code issues
• Microsoft account has been locked
• Common problems with two-step verification for a work or school account
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• I need a phone number for Microsoft support - Microsoft Q&A