Microsoft 365

Hi @Terry, LaTisha

The key point here is whether your new email address is an alias of the same Microsoft account, or whether it belongs to a completely different Microsoft account.

Microsoft 365 is associated with the Microsoft account that originally purchased or redeemed the subscription/license. Creating or using a new email address does not automatically transfer Microsoft 365 to a different account.

First, try signing in at:

account.microsoft.com/services

using the Microsoft account that originally owned Microsoft 365.

If your new email address was added as an alias to that same Microsoft account, you should normally be able to use the new alias to sign in, because aliases share the same subscriptions, OneDrive storage and account settings.

However, if the new email address belongs to a completely separate Microsoft account, the Microsoft 365 subscription will not automatically appear there.

If you can still access the original Microsoft account, you can check or update its aliases under:

Your info → Account info → Edit account info

If you cannot access the original account at all, use Microsoft's Sign-in Helper first. Microsoft Support cannot manually move a personal Microsoft 365 subscription from one Microsoft account to another simply because the original email address is no longer active.

Please also let us know:

whether Microsoft 365 was purchased directly from Microsoft or from another provider,

whether the new email is an alias of the old account or a separate Microsoft account,

and what exact message appears when you try to download or sign in.

If this answer was helpful, please consider marking it as helpful or accepting it as the answer.

Hello

You do know the password still, right?

If so, when you sign in, and it sends the code to the email you cannot access, look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. Microsoft explains it further here.

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.