Forum Discussion
Microsoft Account Access Blocked Due to an Old Encoded Full Name
Hello,
I am experiencing a serious issue with my Microsoft account.
When I sign in, Microsoft still shows my old email address and old phone number as security information, even though I have already added a new phone number, a new Outlook email address, and updated recovery information.
After signing in, many Microsoft pages do not work correctly. The page often becomes blank, reloads continuously, or signs me out and back in repeatedly.
When I click on "Account" or "Your Info", I get a white screen and the page enters an endless loop. Because of this, I cannot access the account settings page.
I believe the issue is related to an old encoded full name that I set on the account years ago. I need to change my full name and remove the encoded text, but I cannot access the profile page to do it myself.
I am not requesting account recovery. I can still access the account, but I need a Microsoft support agent to manually review my profile and help correct or reset the full name information so I can access my account settings again.
Thank you for your assistance.
3 Replies
An old display name isn’t enough to establish what’s causing the loop. Also, your profile name, sign-in email aliases, and security verification details are separate settings—updating one doesn’t automatically replace the others.
First, try opening Your info in a private/incognito window and sign in with the affected account. If it works, change the name there, then clear Microsoft sign-in/account site cookies in your usual browser. That will sign you out of those sites, but won’t delete your account or files.
If the same loop happens in another browser or device, contact Microsoft Support and describe it as “personal Microsoft account profile pages stuck in a sign-in/redirect loop; sign-in itself works.” Include the affected page URLs, when it started, and a screenshot with personal details hidden. Mention the unusual display name as a possible clue, rather than a confirmed cause. Ask for escalation to the team that handles account profile issues; a frontline agent may not be able to edit the name manually.
For the old phone and email, check Security separately if it opens. A new Outlook address or sign-in alias isn’t automatically a recovery address. If Microsoft shows a pending security-info replacement, follow the date shown—it can involve a 30-day waiting period.
Keep any working sign-in session open while this is being investigated, and don’t remove your remaining working verification methods.
Seems quite well known that when an account contains old or corrupted Unicode/encoded name data, the dashboard may fail to render, causing blank pages or endless sign‑in loops. You must escalate the case directly to Microsoft Support for manual profile correction.
This forum is called "Access" because it is a peer-to-peer support forum for the Microsoft Access database application. Participants here have no way to offer the kind of support you need, nor can we contact Microsoft support agents on your behalf.
