Forum Discussion

Nicholai2356's avatar
Nicholai2356
Copper Contributor
May 02, 2026

Locked out of my account

I have a personal Microsoft account, this current. I also made some kind of business account just so i could use Visio.

 

I have a new phone. I don't have access to the old phone that has the Microsoft authenticator app.

I know my account details yet i cannot login. There is no option other than using the authenticator app.

 

HOW DO I GET ACCESS BACK FOR MY ACCOUNT? 

 

 

5 Replies

  • Sparkus's avatar
    Sparkus
    Occasional Reader
    May 06, 2026

    I have a similar problem. I was locked out of my microsoft account for no reason. And I cannot unlock it. The account is my family admin account and I have paid subscriptions running on it which I cannot access anymore! I was trying to get support but there just is no way to get any human interaction and the support pages just keep me in a loop without any real help!! I'm desperate and don't know what to do :(

    • Nicholai2356's avatar
      Nicholai2356
      Copper Contributor
      May 07, 2026

      I'm the same, being charged but locked out of the account to do anything. There is no way to phone to speak to anyone as the machine just puts the phone down on you.

    • Nicholai2356's avatar
      Nicholai2356
      Copper Contributor
      May 06, 2026

      Hi,

      I enter email & password....

       

      > Approve sign in request

       

      I click - > I can't use my Microsoft Authenticator app right now

       

      Options....

       

      - Approve a request on my Microsoft Authenticator app

       

      >Enter authenticator code

      or

      >If you contact your administrator, send this info to them.

      Copy info to clipboard

      Error Code: 500121

      Request Id: b4e1c0be-58bb-4b76-a55c-770e82eb2800

      Correlation Id: c36c16eb-9079-4f9a-b545-c8d41bfd818f

      Timestamp: 2026-05-06T18:35:50Z

      Flag sign-in errors for review: Enable flagging

      If you plan on getting help for this problem, enable flagging and try to reproduce the error within 20 minutes. Flagged events make diagnostics available and are raised to admin attention.

       

      - Use a verification code

      > Enter the code displayed in the Microsoft Authenticator app on your mobile device​

       

       

       

      I'm the only person using this account, the admin is myself not a separate account.

      I can't use the authenticator app as i don't have my old phone.

       

      There are no other options, not

       

    • Nicholai2356's avatar
      Nicholai2356
      Copper Contributor
      May 06, 2026

      Hi,

      I enter email & password....

       

      > Approve sign in request

       

      I click - > I can't use my Microsoft Authenticator app right now

       

      Options....

       

      - Approve a request on my Microsoft Authenticator app

       

      >Enter authenticator code

      or

      >If you contact your administrator, send this info to them.

      Copy info to clipboard

      Error Code: 500121

      Request Id: b4e1c0be-58bb-4b76-a55c-770e82eb2800

      Correlation Id: c36c16eb-9079-4f9a-b545-c8d41bfd818f

      Timestamp: 2026-05-06T18:35:50Z

      Flag sign-in errors for review: Enable flagging

      If you plan on getting help for this problem, enable flagging and try to reproduce the error within 20 minutes. Flagged events make diagnostics available and are raised to admin attention.

       

      - Use a verification code

      > Enter the code displayed in the Microsoft Authenticator app on your mobile device​

       

       

       

      I'm the only person using this account, the admin is myself not a separate account.

      I can't use the authenticator app as i don't have my old phone.

       

      There are no other options, no sms ones, no call, no email ones.