Can't recover two child Microsoft accounts I created but never used

ElementM 0 Reputation points
2026-09-10T18:30:11.2566667+00:00

I created two Microsoft accounts for my children a few years ago. They were never actually used, so there's no sent mail, no purchases, and no sign-in history on either one. I've forgotten both passwords.

The accounts are in my Microsoft Family group, but I'm no longer listed as the organizer, so I don't get a reset option from the family side.

When I try the standard password reset, it goes straight to the ACSR recovery form. I've submitted it several times, and it keeps replying that there isn't enough information. It never says my request is being ignored, so I don't believe two-step verification is turned on.

My questions:

  1. Since these accounts sit in my family group, is there any supported way to reset them, or to have the verification code sent to an address I can actually reach?
  2. Is a live agent able to help with child account recovery, or is the ACSR form genuinely the only route?
  3. If recovery isn't possible, what's the cleanest way to close these accounts out so I can create new ones for my kids?

Thanks in advance for any help.

Microsoft 365 and Office | Microsoft Family Safety | For home | Other
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  1. Brian Tillman 27,015 Reputation points Independent Advisor
    2026-09-10T20:01:44.9833333+00:00

    If the account was deactivated because of disuse and the address for the account ended with a Microsoft domain like @hotmail.com, @outlook.com, @live.com or @msn.com, the address has also been permanently disabled and can never be reused. If the address used a non-Microsoft address like @gmail.com, then you can use it to create a new account. It will be completely new and you may have to remove the original address from the family group before creating a new account with the original address and adding that one to the family group because I suspect the family group uses an account identifier under the hood that is not the address. So a new account with the old address won't be the same account.

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  2. Brian Tillman 27,015 Reputation points Independent Advisor
    2026-09-10T19:42:19.4866667+00:00

    Hi. I'm Brian and I'll try to help.

    How long ago was it that you created or last logged into the accounts? You must log into an account at least once each year to keep it active. At the end of the year, Microsoft permanently empties the storage associated with the account but keeps the account active. You must know the password in order to log in at that point. If after two years, you haven't logged in, Microsoft permanently closes the account and if the address ends in a Microsoft domain like @hotmail.com, @live.com, @outlook.com or @msn.com, the addresses are also permanently disabled and can never be reused. The exception to this is if there is a subscription associated with the account. In that case, as long as you pay the subscription, the accounts remain open. It is unclear if child accounts are considered subscription holders, but I suspect not.

    You can try the sign-in helper. which should allow you at some point to specify a place to receive the code. https://support.microsoft.com/accounts-billing/manage/microsoft-account-sign-in-helper. Additionally, if you are a subscription holder, visit https://support.microsoft.com/contactus and choose the "Microsoft 365" button, which should get you to a chat session (eventually).

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