How can I recover my Microsoft account?

If the old email address now shows “account doesn’t exist” or similar, the account may have been changed or closed. Use these steps to check and, if possible, recover it:

1. Confirm whether the old email is still a Microsoft account
   • Go to https://account.microsoft.com and enter the old email.
   • If a password prompt appears, the email is still a Microsoft account. Try signing in or resetting the password.
   • If the message says “We couldn't find an account with that username” or “That Microsoft account doesn't exist,” follow the next steps.
2. Use the Sign‑in Helper tool
   • Go to the Sign-in Helper.
   • Enter the email address or phone number that might be on the account (try any aliases, phone numbers, or other emails ever used with this account).
   • Follow the guided steps; if a problem is detected, instructions will be provided to fix it. If no problem is detected, the tool will guide through self‑help options.
3. Try account recovery if the username used to work
   • If the old email used to be the sign‑in name but is now not recognized, see My username and password have stopped working.
   • From there, select Recover your account and enter any email address, phone number, or Skype name that might still be on the account.
   • Carefully check spelling and domain (for example, .com vs .co.uk, and name variations like rachel vs rachael). If there are other aliases or a phone number on the account, try those instead.
4. If the account email/alias was changed
   • Microsoft accounts can have multiple aliases (email addresses and phone numbers) and any of them can be used to sign in.
   • If the primary alias was changed but another alias or phone number is still known, try signing in with that instead.
   • To manage aliases (once access is regained), sign in and go to Your info at https://account.live.com/names/manage to add, remove, or update email addresses and phone numbers.
5. If the account truly no longer exists or was closed
   • If every sign‑in attempt with all possible aliases shows “account doesn’t exist,” the account may have been deleted or closed.
   • If the account has been inactive for more than two years, it may have been deleted and cannot be reopened.
6. If access is blocked by verification options not recognized
   • If two‑step verification is not enabled and none of the verification email or phone options are recognized when trying to reset the password, use the Sign-in Helper tool as directed.
   • If two‑step verification is enabled and none of the verification methods are accessible, support cannot reset the password or change security info for security reasons.
7. Use the Microsoft account recovery form (if applicable)
   • If the account is recognized but sign‑in is still not possible, and standard reset options fail, use the Account recovery form.
   • Complete it from a device and location previously used with the account, and provide as much accurate information as possible.

If all of the above fail and every identifier returns “account doesn’t exist,” the account cannot be recovered.

References:

• I can't sign in to my Microsoft account
• How to check if your email address is a Microsoft account
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Change the email address or phone number for your Microsoft account