My Office account is locked

Hey there! Nice to meet you!

If you do not have any linked verification methods for a password reset, I'm afraid the only way to recover/unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

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

If 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

Thank you for your understanding.

Best regards,

Darhyl

If the Office (Microsoft) account is locked, use the official unlock and support paths and then contact a live agent if needed.

1. Try to unblock the account online
   • If this is an Outlook.com / Microsoft account sign-in issue, start with the Sign-in Helper: use the Sign-in Helper button described in the “Unblock my Outlook.com account” article to go through the online unblock and verification steps.
   • If, when signing in, there is no Next button and a message that the account is locked, follow the aka.ms/ link shown in the sign-in window. That link opens the account reinstatement form. Submit it once and wait for the email from Microsoft Online Safety.
2. If verification codes are not working
   • Use a different browser or InPrivate/Incognito mode and try again.
   • Try a different network (for example, mobile hotspot instead of home Wi‑Fi).
   • If using SMS verification, any phone that can receive text messages can be used; the number does not need to be on the account. Enter the code from the body of the message, not from the header.
3. Get live help from Microsoft Support (consumer / home use)
   • Use the Get Help app on Windows or the web “Contact support” experience as described in the “Contact Microsoft Office Support” article:
     1. Open the Get Help app (or the browser-based help experience).
     2. Search for help, then choose Contact support.
     3. Select the appropriate product (for example, Microsoft 365 for home / Office) and scenario (for example, account or sign-in issues).
     4. Choose chat or request a callback to speak with a live agent.
4. If this is a Microsoft 365 for business account
   • If an admin account is available: sign in to the Microsoft 365 admin center, go to Support > Help and support, describe the locked-account issue, and select Contact support to open a ticket or get a callback.
   • If no admin can sign in (only locked account exists), call Microsoft using the Customer service phone numbers listed in the support article. When the IVR asks, indicate this is an Office 365/Microsoft 365 for business account and that the administrator is locked out, and request a service request with the Data Protection team.
5. If all self-service options fail
   • For a personal Microsoft account, complete the account recovery form at the link provided in the official guidance for locked Microsoft accounts and follow the instructions in the email response.
   • If still stuck, sign in with any other Microsoft account (or create a new one) and use the Contact support flow described above to reach an agent and explain that the primary account is locked and cannot receive codes.

References:

• Unblock my Outlook.com account
• Microsoft account has been locked
• Common problems with two-step verification for a work or school account
• Contact Microsoft Office Support