Unable to log into personal MS account, had to reinstall Win11, MS Authenticator not configured anymore

eolivas 0

I had to reinstall MS Win11 to attempt to correct errors. somehow, personal account appears to somehow be tied to a work account that no longer exists, and I no longer have access to that account.

I am unable to configure MS Authenticator as it believes it should already be configured. I have a lot of data in OneDrive that I do not want to lose.My MS 365 Account is tied to my outlook.com account.

I have been getting error indicating I cannot use a personal account to login. I have a lot to lose.

Moved from: Microsoft Security | Microsoft Authenticator

Moved from: Microsoft 365 and Office | Subscription, account, billing | For home | Windows

eolivas 0 Reputation points

2025-12-06T02:30:41.0766667+00:00

Is there anyway to get Support Help on this issue?

9 answers

eolivas 0 Reputation points

2025-12-10T05:03:57.7766667+00:00

Hello,

thanks for your assist. Not sure if we are on the same page. I do not have an issue with my work account, that works find on a work computer. work has restricted where we can use the work account, and that is only on a company owned computer. They took away the right to use work on personal computers, which is where I am having the issue.

I was having corruption issues with my home Windows 11 PC which is why I reinstalled Win11Pro.

I had apparently misplaced/forgotten my personal account password, which is Moderator note: personal info removed@outook.com. That username is what my personal MS subscriptions are tied to. I have my own MS365 account for the full version. Plus I have a MS Solitaire account. Now I am unable to manage any of my subscriptions, and they are set to autopay.

I need to find a way to get into my personal account and reset password and MFA.

Regards,

Moderator note: personal info removed
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Sophie N 8,515 Reputation points Microsoft External Staff Moderator

2025-12-10T05:11:02.88+00:00

Dear @eolivas,

Thank you for clarifying your situation. I understand your work account is fine and the issue is with your personal Microsoft account, which is tied to your Microsoft 365 subscription and other services.

Could you confirm if you have already tried using the Microsoft Account Recovery Form I shared earlier? If not, please try accessing it here:

Recover your account: https://account.live.com/acsr

Once you submit the form, please check whether you were able to: Successfully reset your password, or encounter any error messages during the process.

If you run into issues or the reset fails, let me know the exact error so I can guide you on the next steps.

Looking forward to your update.
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eolivas 0 Reputation points

2025-12-10T05:27:42.0633333+00:00

I have filled that out before. However, the card used has changed since the last transaction(s) Not sure what to fill in.
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eolivas 0 Reputation points

2025-12-10T05:35:56.2333333+00:00

I have filled it in to the best of my knowledge. I have not used the Outlook email to send any communications in a very long time. I usually use account associated with my Moderator note: personal info removed@usa.net account, on which I have approximately 50 aliases.

I have lots of files associated with Moderator note: personal info removed@usa.net stored in OneDrive.

Sophie N 8,515 Reputation points Microsoft External Staff Moderator

2025-12-10T05:43:30.6233333+00:00

Dear @eolivas,

Thank you for letting me know. If you’re unsure what to enter for the card details or other sign-in information in the recovery form, and the process becomes too difficult, the best solution is to contact Microsoft’s Account Protection Team directly. They have the tools to verify your identity and help you regain access to your personal account.

Please use this official link to reach them: Support for personal account

They can provide personalized assistance and guide you through the recovery process securely.

I hope you understand my role as a moderator is to guide and provide clear information, but we are limited in performing direct actions on personal accounts. I’m here to help you find the right support team so you can recover your account as quickly as possible.

Please let me know once you’ve contacted them or if you need any additional guidance.

eolivas 0 Reputation points

2025-12-10T06:42:03.71+00:00

System will not let me use my Moderator note: personal info removed@outlook.com account. I need to be able to disable MFA/2FA to reset the accounts. I received a response from the Account Recovery Form:

It looks like you just used the Microsoft account recovery form (https://account.live.com/acsr?mkt=en-US) to request a password reset for Moderator note: personal info removed@outlook.com. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know.

Sophie N 8,515 Reputation points Microsoft External Staff Moderator

2025-12-10T06:54:13.3766667+00:00

Dear @eolivas,

Thank you for sharing this update. I completely understand how frustrating this situation is, especially when you need access to your subscriptions and personal data.

As I mentioned earlier, if you cannot complete the recovery process through the Microsoft Account Recovery Form, the next and only option is to contact Microsoft’s Account Protection Team directly. This is because two-step verification is enabled on your account, and for security reasons, moderators and the recovery form cannot disable MFA or reset your password.

Please use this official link to reach the team: Support for personal account and select Microsoft 365 > Get Home support > “Microsoft account and sign-in” and explain that you cannot access any MFA method and need help recovering your personal account. They have the tools to verify your identity and assist you securely.

I hope you understand my role is to guide and provide clear information, but I do not have permission to make changes to personal accounts. I’m here to help you find the right team so you can regain access as quickly as possible.
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eolivas 0 Reputation points

2025-12-10T20:04:48.4366667+00:00

Thank you, I will contact the Support for personal account.
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Sophie N 8,515 Reputation points Microsoft External Staff Moderator

2025-12-10T23:24:32.81+00:00

Dear @eolivas,

Thank you for your efforts to resolve this issue. We truly appreciate your time and attention to this issue.

If you have any further questions or would like to add your comments, please share the new question form so that our community members can continue to assist you.
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eolivas 0 Reputation points

2025-12-11T16:37:57.58+00:00

Still trying to get into account. Would all the failed attempts have locked further attempts? I tried to use SMS authentication but got this error:

Try another verification method

That verification method isn't working right now. Please try another method.

Still cannot find a way to contact support to try and get into my paid Microsoft subscriptions under my @outlook.com account. All my tax documents, etc., are in my OneDrive account using that @outlook.com account.

I really need help.
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Sophie N 8,515 Reputation points Microsoft External Staff Moderator

2025-12-12T02:00:36.89+00:00

Dear @eolivas,

I’m sorry you’re running into this issue, especially with important OneDrive tax documents involved. Since contacting Microsoft Support is the only and fastest way to recover your account, could you tell me exactly which step fails when you try to reach support (which page you open and what error or blocker you see)? Once I know the specific point where the process stops, I can guide you to the correct support path that will work for you.
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Unable to log into personal MS account, had to reinstall Win11, MS Authenticator not configured anymore

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