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PLEASE HELP – Locked Out of My Microsoft Account for 2 Weeks

Suretha Durand 20 Reputation points
2025-08-08T11:46:10.3466667+00:00

Dear Microsoft Office 365 Support,

I am at my wits’ end. For two weeks I have been locked out of my Microsoft account, despite filling in the recovery form six times, calling Microsoft South Africa and USA (only reaching automated voices), and following every instruction I’ve been given — “wait 24 hours,” “try again later,” or “you have two-factor authentication on.”

I have tried logging in with Microsoft Authenticator, but all I get is a blank screen with a blue loading bar that never completes. I even cancelled my old bank card (thinking I’d get an option to update my details), but nothing has worked.

Because of this:

  • All my work is on that office and my grandchild cannot use his Xbox account.
  • All my work and treasured photos on OneDrive are out of reach.
  • I feel like I’m being locked out of 30 years of my digital life.

I am willing to send my ID and any proof you need to confirm I am the rightful owner. I just need a real human being to help me.

Please, I am asking for urgent action.

Kind regards, Suretha Durand

[********@icloud.com] ( Email Address} "PII remove"[ Contact Number]

HOW CAN I GET HOLD OF MICROSOFT TO SOLVE THIS PROBLEM? PLEASE HELP!

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
Accepted answer
  1. Ian-T 2,200 Reputation points Microsoft External Staff Moderator
    2025-08-09T03:48:07.3066667+00:00

    Hello Suretha Durand

    Welcome To Microsoft Q&A Forum

    I understand that you are currently facing complete lock out of your Microsoft account, unable to recover it through standard methods, and cannot get live support which caused disruption to work and personal life.

    Here are some steps that you can kindly follow to help resolve this issue:

    1. Contact Microsoft Support for Live Help
      • Visit Contact Us | Microsoft
      • Sign in with any Microsoft account or create a new one if needed.
      • Under Products & Services, select Other Products → Manage Account Security → Confirm.
      • Choose Chat with a support agent in your browser (available during local business hours).
    2. If You Have a Subscription (Microsoft 365, Xbox, etc.)
      • Sign in with any other Microsoft account and go to Services
      • Use the Contact Support option tied to your subscription. Paid accounts often get priority.
    3. If You’re Completely Locked Out
      • Try Microsoft Authenticator recovery:
      • Install the app on a new device.
      • Use the Recover accounts option with your backup (if you enabled cloud backup in Authenticator).
      • If you didn’t enable backup, this won’t work—but it’s worth checking

    NOTES:

    • There is no direct phone number for account recovery; all routes lead back to the automated system and chat support for guidance.
    • If you cannot recover the account because of lost 2FA methods, Microsoft policy does not allow manual override for security reasons.

    It would be great if you can provide a screenshot to have a better escalation to this problem. Thank you so much.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

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