Change password when serial id was not accepted

Hi Maria Walsh,

Thanks for posting your question on Microsoft Q&A.

When your account recovery process rejects your ID, it usually means Microsoft can’t verify your identity through your current security information

To provide you with the correct steps for troubleshoot, it's crucial that we first identify the type of account that has been unaccepted. The process for a personal account is very different from that of a work or school account. 

Could you please help me with the following questions? 

1. Account Type**:** Is the affected email address for a personal Microsoft account (e.g., ending in @outlook.com, @hotmail.com, @gmail.com that you created for services like Skype or Xbox) or a work/school account provided by an organization (e.g., ******@company.com)?
2. Do you still have access to any options for the account, such as a backup email or phone number? 
3. Could you share a screenshot of the sign-in alert (with any personal information removed), so we can better understand where it's coming from? 

Please let me know the details above so I can guide you more precisely. Your account security is very important, and I’ll do my best to help you resolve this.