How can I reset my account?

Question

About 7–8 years ago, I created an account using my personal email. I did not use it for many years, but recently I needed to access it again. When I tried to log in, I was asked to verify my email through a recovery address, which seems to have been changed, possibly because the account was hacked. When I attempt to reset my password through https://account.live.com/password/reset, it always says that I haven’t provided enough information. I have tried for many months. How can I recover my account? I can prove that I still have full access to the email I originally used to sign up. This is just my alternative account.

Answer 1

Hi Phu,

Thanks for reaching out.

The only way to get your account back is by using the Account Recovery Form: https://account.live.com/acsr. You can submit the form twice every 24 hours, so if you remember more details, give it another shot. For security reasons, Microsoft's recovery is automated, so support can't manually check your identity or bypass the system.

If your request to get your Microsoft account back didn't work, click this link for details: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Could you confirm if two-step verification was ever turned on for this account?

Let me know how it goes. If you found this helpful, marking it as helpful might make it easier for others to find the solution. Thanks!

Regards,Carlo

Answer 2

Hi PHU,

Thank you for confirming that two-step verification was not enabled. Unfortunately, if the Account Recovery Form continues to say “not enough information” it means the automated system cannot verify ownership based on the details provided. For security reasons, Microsoft support cannot manually override this process or delete the account.

I suggest trying to submit the form twice every 24 hours, when you're filling it out, be sure to include as much info as you can, like old passwords, folder names, email subject lines, and even the names of people you’ve chatted with. It also helps if you submit the form from a device and location you've used before.

I hope you find this information helpful. Please let me know if you have any further questions If the answer is helpful, please click "Accept Answer".

Regards,
Carlo