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Account is locked and somehow the step verification is there. Can't login through password reset option

Abhinav Srivastava 0 Reputation points
2026-01-07T06:01:16.7533333+00:00

I have forgotten my password of outlook, which was made when I bought my new laptop. Two-step verification is there because of which I am unable to reset my password (as it is asking for nearest answers to question like - last passwords set by me, and what is the subject of last emails). Since, the ID is new, these two questions could be not answered.

Now, recently I have formatted my laptop, now when I am trying to login the Microsoft Office, it is asking for the ID which I have made while purchasing the laptop. I am not able to login. Help me with this.

Microsoft 365 and Office | OneDrive | Other | Android
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  1. Gunasekar N 68,335 Reputation points Independent Advisor
    2026-01-08T11:59:30.14+00:00

    Hello,

    Do you still have access to the recovery phone number or email address that appears during the password reset process?

    User's image

    As you have two-step verification enabled, you can no longer use the account recovery form to recover your account.

    Also, you must have both your password and at least one additional authentication factor to recover your account. If your only concern is that the account has been locked, you can submit the account reinstatement form directly to the Microsoft account Digital Safety team using the link below. They will reinstate the account if possible.

    https://www.microsoft.com/digitalsafety/account-reinstatement

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  2. Gunasekar N 68,335 Reputation points Independent Advisor
    2026-01-07T06:47:18.8733333+00:00

    Hello, thank you for reaching out to Microsoft Q&A.

    It appears that Office is associated with the Microsoft account you used during the initial setup of your device. Office licenses can’t be transferred to a different Microsoft account.

    In this situation, you’ll need to reset the Microsoft account password for that Outlook email address.

    If you have two-step verification (2FA) enabled, are you able to access the second factor of authentication (for example, your phone, authenticator app, or backup email)?

    If so, please try resetting your password. Detailed steps for resetting your password can be found in the following support article:

    Reset a forgotten Microsoft account password

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  3. AI answer

    2026-01-07T06:01:28.4833333+00:00

    If you're locked out of your Microsoft account due to two-step verification and cannot answer the security questions, you have a few options:

    1. Contact Support: Since you are unable to reset your password using the usual methods, you may need to contact Microsoft support directly for assistance. You can find the appropriate contact at Support for Business Products.
    2. Use Alternative Recovery Options: If you have set up any alternative recovery options (like a backup email or phone number), try using those to recover your account.
    3. Ask for Help from Your Administrator: If this account is part of an organization, reach out to your IT administrator for help with the account recovery process.
    4. Self-Service Password Reset: If your organization allows it, you can use the Self-Service Password Reset wizard. You can access it at https://passwordreset.microsoftonline.com.

    If none of these options work, you may need to provide additional information to Microsoft support to verify your identity and regain access to your account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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