I can't log into my Outlook mail account

David Humble 0 Reputation points
2026-09-12T01:18:30.67+00:00

I bought a new iPhone and had my data transferred to the new phone from the old one. However, when I try to log in to my Outlook mail account, it wants to send a security code to an e-mail address that I have cancelled and no longer have access to. Also, I've forgotten my password, so there seems to be no way to access my messages. What can I do to get my account functioning again?

Outlook | Web | Outlook.com | Email
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  1. GsN5034 - IA 76,475 Reputation points Independent Advisor
    2026-09-12T02:24:56.4+00:00

    Hello,

    If you are trying to make any security changes to your account, such as resetting your Password, you will have to verify your identity using the recovery Phone number, email address or the authenticator app you've set up in your account before.

    If you only have the recovery email address and it is currently not active, you will have to replace it.

    That is, on the Verify Your identity screen, select 'I don't have any of these' and follow the prompts to replace it.

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    Note - If you remove all of your previous security information and replace it with something new, your account will be put into a restricted state for 30 days.

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  2. David Humble 0 Reputation points
    2026-09-12T02:08:53.1266667+00:00

    I bought a new iPhone and had my data transferred to the new phone from the old one. However, when I try to log in to my Outlook mail account, it wants to send a security code to an e-mail address that I have cancelled and no longer have access to. Also, I've forgotten my password, so there seems to be no way to access my messages. What can I do to get my account functioning again?

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  3. AI answer

    2026-09-12T01:18:47.0666667+00:00

    If this is a personal Outlook.com/Hotmail/Microsoft account, the recovery path is:

    1. Start with the Microsoft Sign-in Helper to identify the account problem and get the correct recovery steps: Sign-in Helper
    2. If the password is forgotten, use Reset your password: Reset your password
    3. If the old security email is no longer accessible, use the account recovery process described under Recover your account: Recover your account
      • Enter the Outlook email address, phone number, or Skype name used to sign in.
      • Choose where to receive a security code.
      • If another alias or phone number exists on the account, use that instead.
      • Make sure the email domain is correct, such as .com vs .co.uk.
    4. If verification codes are the problem, use the verification code troubleshooting steps: troubleshooting steps
    5. If the account is found but the password still does not work, use the Sign-in Helper again. If the username is not recognized, use the Microsoft account lookup flow: Look up your Microsoft account
    6. After access is restored, update the account security information so future codes do not go to the cancelled email address:
      • Go to Security basics
      • Select Advanced security options > Get started
      • Add a current email address, phone number, or another verification method
    7. On the iPhone, sign in again after the account is recovered:
      • Open Settings
      • Tap Mail
      • Tap Accounts
      • Select the Outlook account
      • Tap Account Settings or the Password field
      • Enter the correct password
      • Tap Done
      • Open Mail and confirm it syncs

    If this is a work or school account instead of a personal Microsoft account, password reset depends on whether self-service reset is enabled. Otherwise, the IT admin must help.

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

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