Elderly neighbour forgotten PIN and password to Microsoft account

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rhy7s

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#323959 8-Feb-2026 12:07

One of my neighbours has usually used Windows Hello to login to their Surface laptop. It is now asking for a PIN but they have forgotten that and their password. The account recovery process offers to send a text but they have their landline number set up as their number which can't receive a code. They can check their email on a phone and iPad but that's not offered as a second factor. Now they are in a lock-out period. After that period, do you know if there's any way for them to talk to a person at Microsoft support? Would be good if they could get a code via voice call like Apple.

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#3459730 8-Feb-2026 12:20

Does Microsoft Authenticator install on Ipad/Iphone and is that used in moving the recovery process along?

Edit: probably not.

SpartanVXL

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#3459735 8-Feb-2026 12:39

They are unfortunately out of luck. Once you’ve lost the recovery option there is no way to get an alternative. Similar to Google there is no phone support for account recovery.

There is a big reason you hear horror stories of people who have lost their decade old account.

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

SomeoneSomewhere

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#3459740 8-Feb-2026 13:07

Are you sure you can't use a phone call as a verification method? I've seen it listed for 2FA and this seems to imply it can be used for password reset: https://support.microsoft.com/en-us/account-billing/set-up-a-phone-call-as-your-verification-method-e54d955d-ac82-4741-91e3-dae6c8bb9d98

rhy7s

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#3459741 8-Feb-2026 13:09

It says this method cannot be used when entering the last four digits and pressing submit.

richms

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#3459750 8-Feb-2026 13:29

Phone call is only as a 2 factor when I last looked into this for an elderly person that stubbornly refused to have a mobile. The recovery would only do SMS and as landlines cant get them here, that meant no recovery possible once details were lost.

IMO really google and microsoft should offer a paid account recovery method that had actual human involvement. I am sure that people would learn after spending a few hundred to get their account back about not losing access details.

Richard rich.ms

gzt

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#3459752 8-Feb-2026 14:02

Does the machine have bitlocker enabled?

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rhy7s

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#3459757 8-Feb-2026 14:57

Yeah, but we have the bitlocker key, doesn't help with settings and files linked to the account or in OneDrive though. Is there anything else possible to do with the unlocked drive?

rhy7s

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#3459758 8-Feb-2026 15:06

(they are quite organised, they are using a password manager and have a notebook with current and historical passwords, they are adamant that they remember the PIN but it's the one they use on the iPad so will be getting it confused with that)

gzt

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#3459760 8-Feb-2026 15:20

I gather the email they have access to is not the Microsoft account,
otherwise they would have the OneDrive access., I think..

gzt

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#3459762 8-Feb-2026 15:28

rhy7s: (they are quite organised, they are using a password manager and have a notebook with current and historical passwords, they are adamant that they remember the PIN but it's the one they use on the iPad so will be getting it confused with that)

Google AI says there is an option to login with password only:

https://www.google.com/search?q=microsoft+account+lockout+with+correct+pin

I recall Microsoft had an issue recently when the password option was removed from the login screen or was hard to access. Also gives an example to reset pin with deletion of Ngc directory.

I use only local accounts and have no specific knowledge in this area.

richms

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#3459802 8-Feb-2026 21:35

gzt:
Google AI says

Imma gonna stop you right there. No.

Richard rich.ms

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Buckchoi

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#3459817 9-Feb-2026 00:16

Could you port their landline number to a VOIP provider that supports SMS, recover the MS account, and then port the landline number again back to their current service provider?

SpartanVXL

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#3459842 9-Feb-2026 09:46

Buckchoi:

Could you port their landline number to a VOIP provider that supports SMS, recover the MS account, and then port the landline number again back to their current service provider?

This is likely the only option. The inly other thing is their recovery form where you fill out as much detail as possible and they get back to you, but from experience this form is useless.

https://go.microsoft.com/fwlink/?linkid=2288285

Quoted:

”

If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you, sorry. To protect your account and its contents, our support agents are not allowed to send password reset links or access and change account details.

”

MadEngineer

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#3460097 9-Feb-2026 21:46

I’ve seen plenty of people use a landline number for 2fa. I’m clearly missing something here, why can’t it call? It will call and simply ask either to press the “pound” or “hash” key

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nztim

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#3460101 9-Feb-2026 22:09

MadEngineer:

I’ve seen plenty of people use a landline number for 2fa. I’m clearly missing something here, why can’t it call? It will call and simply ask either to press the “pound” or “hash” key

Calling is now only available on work or school accounts an no longer in personal microsoft accounts even if a previous landline humber is in there

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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