recovery account

If the password is forgotten and the old phone number is no longer available, use this recovery path:

1. On the Microsoft sign-in page, select Forgot password? and start the password reset.
2. If there is no usable option to receive a verification code, or the listed phone/email is no longer accessible, use the Sign-in Helper tool.
3. If the account still cannot be verified, submit the Microsoft account recovery form.
4. Complete the recovery form from a device and location previously used to sign in to that account, if possible. This improves the chance of successful recovery.
5. Provide a working email address that can be accessed, because Microsoft uses it to send the recovery result.

Important limits:

• If two-step verification is turned on and there is no access to any alternate verification method, support agents cannot reset the account or change account details.
• If the account security info must be replaced because access to all verification methods is lost, select I don't have any of these at the Verify your identity prompt and follow the steps. After replacement, there is a 30-day wait before sign-in is allowed.
• If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
• If the message says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper tool.

If recovery has already been tried many times, the supported next step is still the Sign-in Helper first, then the account recovery form if needed.

References:

• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• My username and password have stopped working