Account Recovery Methods

Do not keep submitting the same recovery information unchanged. The form checks several ownership signals, so correct email addresses and subject lines alone may not be enough.

The old phone is currently your best chance of recovery:

1. Do not sign out of the account, remove the mail app, reset the phone, or clear its data.
2. While connected to a familiar Wi-Fi network, use that phone to open the Microsoft account security page.
3. If it allows access without another verification challenge, add a current phone number or recovery email.
4. Back up or forward any important email, contacts and files that are still accessible.
5. Check whether the phone can generate a verification code or approve a sign-in through an existing Authenticator session.

If you still need the Microsoft account recovery form, complete it from a device and location previously used with the account. Include old passwords, exact account details, frequent contacts, accurate subject lines and any Microsoft purchase, Skype or Xbox information associated with the account. If it is rejected, submit again only when you can add better or different information.

Microsoft Support cannot manually bypass ownership verification or change the security information on a personal account. Also, if two-step verification was enabled, the recovery form cannot replace the missing verification method.

Creating a new email address may be necessary if recovery ultimately fails.