I am locked out of my account Bad information on account Old disconnected landline is being used to send recovery code

The phone number on the account cannot be changed until successful sign-in or completion of the automated recovery process. Support agents are not allowed to override security info, send codes, or manually unlock consumer Microsoft accounts.

To regain access when the verification code goes to an old, disconnected landline, only the following supported options exist:

1. Use the account recovery form
   • Go to the Microsoft Account Recovery form: https://account.live.com/acsr
   • Complete it with as much accurate detail as possible (old passwords, subjects of recent emails, contacts, other folders used, etc.).
   • The form can be submitted up to twice per day. If recovery is unsuccessful, review the guidance in “Help with the Microsoft account recovery form” and try again later with more complete information.
2. Replace old security information (if prompted)
   • When asked to verify identity and only the old landline is shown, choose “I don’t have any of these” if that option appears.
   • Follow the prompts to replace security information. When all old security info is removed and replaced, the account enters a restricted state for about 30 days before full access is restored.
3. If verification codes are not arriving
   • Do not make repeated or excessive attempts; this can cause temporary blocks where codes are not sent at all.
   • If blocked due to unusual activity or too many attempts, wait the full lockout period (which can be up to several days) before trying again.
4. Contact Microsoft Support (for guidance only)
   • Go to the Contact Microsoft Support page: https://go.microsoft.com/fwlink/?linkid=2300955
   • Enter the problem and select Get Help, then Contact Support if offered.
   • A support agent can explain the process and help with technical issues, but cannot bypass verification, change the phone number on the account, or unlock it without successful automated verification.

There is no separate phone number that can override the automated security and recovery system for a locked Outlook.com/MSN consumer account. The only way to remove the old landline and regain access is to succeed with the online recovery/verification flow and then update security info at https://account.live.com/proofs/Manage once signed in.

References:

• Troubleshoot Microsoft verification code issues
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A
• How to recovery Hotmail Account from my dead mother? - Microsoft Q&A