Microsoft account locked: how to unlock and protect it

When signing in to Outlook, Hotmail, Xbox or Windows, you got “Your account has been locked”? Microsoft locks an account when it detects unusual activity — too many password attempts, a sign-in from another country or spam being sent, for example — to stop someone else from using it. In most cases unlocking takes a few minutes.

In this article

1. Step 1: unlock with an SMS code
2. Step 2: locked after too many attempts
3. Step 3: no access to your recovery email or phone
4. Step 4: suspended for violating the terms
5. After unlocking
6. FAQ

Step 1: unlock with an SMS code

1. Go to account.microsoft.com and sign in.
2. On the locked account screen, click Next.
3. Enter a mobile number that can receive text messages. It doesn’t have to be the one on the account.
4. Enter the code you receive, then create a new password, different from the old one.

Step 2: locked after too many attempts

If the message mentions too many sign-in attempts, the lock is temporary. Wait a few hours before trying again and, if you don’t remember the password, use Forgot password? on the sign-in screen instead of trying again and again.

Step 3: no access to your recovery email or phone

If you can’t receive verification codes, use the official account recovery form at account.live.com/acsr.

1. Fill it in from a computer and network you’ve used with the account before.
2. Provide as much detail as possible: old passwords, subjects of recently sent emails, contacts, billing details (if you have a subscription).
3. The answer arrives at the contact email you give on the form, usually within 24 hours.

Step 4: suspended for violating the terms

If the message says the account was suspended for violating the Microsoft Services Agreement, the SMS unlock doesn’t apply. Follow the link in the message itself to request a review.

After unlocking

1. At account.microsoft.com/security, review recent sign-in activity and look for sign-ins you don’t recognize.
2. Turn on two-step verification — see how to turn on two-factor authentication.
3. Update your recovery email and phone.
4. If you used the same password elsewhere, change it there too.

FAQ

It’s a work or school account.

Work accounts (your company’s Microsoft 365) are managed by the organization’s IT team. Only they can unlock it.

I was locked out but did nothing wrong.

That’s common when someone else tries to sign in with your password. That’s why you should change the password and turn on two-step verification after unlocking.

Were my emails and files deleted?

A lock doesn’t delete anything. Once unlocked, everything is still there. If you suspect a break-in, see email hacked: what to do.