i can't get back into my account can you help me with this

The account is protected by security info that points to an email address that is no longer accessible, so only the official recovery paths can be used. Follow these steps in order:

1. Try standard Microsoft account recovery
   • Go to Recover your account at https://account.live.com/password/reset (linked as Recover your account in the article).
   • Enter the Microsoft account address that is locked (the one used for Xbox/purchases).
   • Choose Forgot my password and follow the prompts to receive a security code using any recovery option that is still available (email, phone, etc.).
   • If a code is successfully received, enter it and then set a new password.
2. If the username or password “stopped working”
   Follow the steps in My username and password have stopped working:
   • Start from Recover your account.
   • Make sure the email address is typed correctly, including the correct domain (for example, .com vs .co.uk).
   • If the primary email is not recognized, try any alias or phone number that might be on the account.
   • Complete the verification steps and set a new password if prompted.
3. If the account is blocked or locked due to unusual/suspicious activity
   • If sign-in shows that the account is blocked or locked, use the Sign-in Helper / Unblock my Outlook.com account flow to unblock it:
     • Use the Sign-in Helper button from the Outlook.com unblock article to start the process.
   • When prompted, request a security code to a phone or email that can still be accessed. Any phone that can receive SMS can be used for the unlock code; it does not have to be previously associated with the account.
4. If codes are not arriving or cannot be used
   • If verification codes are not received or do not work, follow the guidance in Microsoft account security info & verification codes and troubleshoot verification code issues (linked from that article).
   • If the system shows “usage limit exceeded” or similar, wait and try again later, or use a different phone number that can receive SMS.
5. If none of the above works (no access to any security info)
   • Use the Microsoft account recovery form at https://account.live.com/acsr (linked as Help with the Microsoft account recovery form and in Q&A answers).
   • Fill it out from a familiar device and location where this account was used before.
   • Provide as much detail as possible (old passwords, subject lines of emails, contacts, purchase details, etc.).
   • Microsoft will review and email the result. If not verified, the form can be resubmitted (up to the limits described in the Q&A reference).
6. When recovery is not possible
   • If the account’s security info (like the cr*****@xbox-live.online address) was changed by someone else and there is no access to any of the current security methods, and the recovery form repeatedly fails, the account may not be recoverable.
   • In that case, purchases tied to that Microsoft account cannot be moved to a different account; a new Microsoft account would be needed for future use.

For any error messages or if the recovery form keeps failing, sign in with any other Microsoft account (or create a new one) and use the Contact Support path described in the Q&A references to chat with a support agent about help with the recovery form. Direct support cannot bypass security, but can help with form and process issues.

References:

• My username and password have stopped working
• I can't sign in to my Microsoft account
• Microsoft account security info & verification codes
• What happens if there's an unusual sign-in to your account
• Unblock my Outlook.com account
• Microsoft account has been locked
• My microsoft account was hacked, they changed the email, password, and turned on 2 factor authentication - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A