Loss of Microsoft Account Access and OneDrive Data

Based on the described symptoms, there are two likely issues: loss of access to the original Microsoft account (possibly compromised or deleted) and the resulting loss of access to OneDrive data. The only supported options are the self‑service recovery tools and, if applicable, legal processes.

1. Check whether the original Microsoft account still exists

• If the sign‑in page reports that the account “doesn’t exist” or “we couldn’t find an account with that username,” follow the guidance under “Steps to recover your Microsoft account,” including using the Sign‑in Helper tool:
  • Use the Sign-in Helper tool if the username is not recognized or if the password has stopped working.
  • If the account has not been used for more than two years, it may have been deleted and cannot be reopened. In that case, OneDrive content is not recoverable.
  • See: I can't sign in to my Microsoft account.

2. Handle possible compromise or takeover

• The symptoms (unknown recovery email, security info deleted, loss of access) match a compromised account.
• Follow the official compromised‑account recovery flow:
  • Start with the guided troubleshooter: How to recover a hacked or compromised Microsoft account.
  • If sign‑in is still possible on any device or session, immediately change the password and review account settings (connected accounts, forwarding, automatic replies) as described in the same article.
• If the attacker has replaced all security info and you can no longer sign in, recovery is only possible via the account recovery form. If that fails, there is no other supported method to restore the account or its data.

3. Use the Microsoft account recovery form

• If you cannot sign in and normal reset options show unrecognized security info, use the recovery form:
  • Read the guidance: Help with the Microsoft account recovery form.
  • Then submit a request via the recovery form (linked from that article). Provide as much accurate historical information as possible (old passwords, subject lines of recent emails, services used, etc.).
• Important limitations from the guidance:
  • If two‑step verification was enabled and none of the verification methods are accessible, support agents cannot override security or send reset links.
  • If the recovery form is repeatedly rejected, the account is treated as unrecoverable.

4. If the account is blocked or restricted

• If repeated attempts caused temporary blocking or “too many attempts” messages, wait at least 24 hours with no further attempts before trying again, then:
  • Use the Sign‑in Helper tool.
  • If the account is blocked due to suspicious activity, follow the unblock/reinstatement guidance referenced in similar cases.

5. OneDrive data and “frozen” or deleted storage

• If the account still exists but storage was exceeded or the OneDrive became frozen, sign in with the correct account and follow the unfreeze steps described in:
  • What does it mean when your OneDrive account is frozen?
• If the OneDrive associated with the original account was deleted (for example, after prolonged inactivity or account deletion), the files are described as non‑recoverable.

6. When direct support or escalation is possible

• For personal Microsoft accounts, community and front‑line support cannot directly access or restore accounts; they can only guide through the official tools:
  • Compromised accounts: How to recover a hacked or compromised Microsoft account.
  • Account recovery form help: Help with the Microsoft account recovery form.
• If the account belonged to a deceased or incapacitated person, access requires formal legal process (valid subpoena or court order) as described in:
  • Accessing Outlook.com, OneDrive and other Microsoft services when someone has died.

7. Practical next steps for this scenario

• Confirm whether the original email address is recognized at all using the Sign‑in Helper.
• If recognized but inaccessible, follow the hacked/compromised account steps and submit the recovery form with maximum detail.
• If not recognized and there was a long period of inactivity, treat the account as possibly deleted; in that case, OneDrive data is not recoverable under the documented policies.
• If the recovery form is repeatedly denied, there is no supported escalation path that guarantees restoration of the account or OneDrive content.

References:

• I can't sign in to my Microsoft account
• What does it mean when your OneDrive account is frozen?
• Help with the Microsoft account recovery form
• Accessing Outlook.com, OneDrive and other Microsoft services when someone has died
• How to recover a hacked or compromised Microsoft account
• Common problems with two-step verification for a work or school account
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• If you need access to the account, seek legal guidance