Account recovery query

There is no alternate manual verification path through support for this scenario. Support agents are not allowed to send password reset links or change account details.

What is supported:

1. Try the Sign-in Helper first if the verification email or phone options are wrong or unrecognized.
2. If that does not work, use the account recovery form again.
3. Complete the form from a device and location previously used to sign in to that account, if possible.
4. Provide as much information as possible, even if some sections do not apply. Wrong answers do not count against the request, and adding more detail improves the chance of recovery.
5. For accounts that have never sent email, include other account-specific details the form may ask for, such as:
   • old passwords that may have been used
   • Outlook.com or Hotmail.com account details
   • Skype ID or contacts, if used
   • Xbox console hardware ID, if used
6. A working email address is required on the recovery form so the result can be sent there.
7. Microsoft sends the recovery result within 24 hours.
8. If the request is not verified, the form can be submitted again up to two times per day.

Important limits:

• If two-step verification is turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support or the recovery process described here.
• If the account shows “The Microsoft account you've entered does not exist”, check the spelling carefully, including the email domain.

If the password is known but access to security info is lost, the supported path is to sign in, choose I don't have any of these, replace the security info, and wait 30 days before sign-in is allowed. That path does not apply when the password is forgotten.

• Help with the Microsoft account recovery form
• Help with the Microsoft account recovery form
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• My username and password have stopped working