Can't access my outlook email

To get back into the Outlook/Microsoft account when the old phone number is no longer available, use the account’s security and recovery options depending on what is still accessible.

1. If at least one security method still works (another phone, email, or app)
   1. Go to the Advanced security options page and sign in with the account: Sign in.
   2. Under Add a new way to sign in or verify, add a new phone number or email where codes can be received.
   3. A verification code will be sent to the new number/email; enter it when prompted and select Next.
   4. In Security info, expand the old phone number entry and select Remove, then confirm.
   5. Use the new phone number for future sign-ins.
   Caution: Do not remove all security info at once, or the account may be restricted for 30 days.
2. If all old security info is lost but the password is known
   1. Start signing in to the Microsoft account: Sign in.
   2. At the Verify your identity prompt, choose I don't have any of these.
   3. Follow the instructions to replace the security info (add a new phone/email).
   4. After replacing security info, there is a 30‑day wait before normal sign-in is allowed. During this period, if the old security info is recovered and used, the update is canceled.
3. If the password is forgotten and there is no access to old phone/email
   1. Follow the steps in Help with the Microsoft account recovery form and then submit the recovery form: Recover account.
   2. Provide as much accurate information as possible so the account can be verified.

If this is a work or school account and none of the above options work, contact the organization’s IT admin for assistance with resetting security info.

References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Help with "phone number is already used" in a Microsoft account