I cannot get access to the email I orignally set up

Francis Nelson 0 Reputation points
2026-09-01T00:23:10.9433333+00:00

My old email thru family business is no longer active. I have zero way to recover or access. I cannot enable extended updates for windows 10 without it. I have already changed my email address in the account, but it won't let me use that to verify who I am to enoable the updates so that I can upgrade to windows 11. Am I screwed? The AI bots are utterly useless in helping.

Thanks

Windows for home | Windows 10 | Extended Security Update (ESU)
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  1. Lucus-V 12,535 Reputation points Microsoft External Staff Moderator
    2026-09-01T16:44:33.35+00:00

    Hi Francis Nelson,

    The good news is that you do not need to enroll in Windows 10 Extended Security Updates (ESU) in order to upgrade to Windows 11. ESU is intended for devices that will remain on Windows 10 after support ends, whereas eligible devices can upgrade directly to Windows 11 without purchasing or activating ESU.

    I recommend first checking whether your PC meets the Windows 11 hardware requirements using the guidance in Can I upgrade to Windows 11?

    If you're not sure whether your device is compatible, feel free to provide your system specifications (processor, RAM, storage, TPM version, etc.), and I can help review them.

    Also, please keep in mind that upgrades from Windows 10 to Windows 11 can occasionally encounter issues due to driver compatibility, third-party software, or existing Windows problems. Before proceeding, make sure to back up any important data.

    In many cases, a clean installation of Windows 11 provides the best experience and avoids carrying over potential issues from the existing Windows 10 installation. After backing up your files, you can create Windows 11 installation media and perform a fresh installation on the device.

    Let us know your system specifications if you'd like help determining whether your PC is eligible for Windows 11.

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  2. AI answer

    2026-09-01T00:23:24.4433333+00:00

    If the old email is no longer accessible, the remaining self-service path is account recovery.

    1. Start with the Sign-in Helper. It checks the account details entered and tells what action is needed.
    2. If the account asks for verification methods that are no longer available, choose I don't have any of these and continue with the account recovery form.
    3. Use a working email account for contact during recovery. That address is only used to send updates about the recovery request.
    4. Complete the recovery form from a device and location previously used with that Microsoft account if possible, because that improves the chance of successful verification.
    5. Gather any old passwords that may be stored in Microsoft Edge or Windows Credential Manager before submitting the form.

    Important limits:

    • If two-step verification was turned on and there is no access to any alternate verification method, support agents cannot send password reset links or change account details.
    • 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 sign-in says the account does not exist, carefully check the spelling, then use the Sign-in Helper.

    Based on the described situation, changing the email address on the account does not bypass the original identity verification requirement. Recovery of the Microsoft account is the required step before access-dependent actions can continue.

    If recovery fails repeatedly, the available next step is Contact Support / Get Help, but support still cannot override the security restrictions above.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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