fix account

Question

I have not been able to downloan the microsoft app because the account has an old email address that is no longer active. I would like to update my email address, user and password

Answer 1

Hello Betty B Stokes!

Welcome to Microsoft Q&A forum.

From what you described, I understand you need assistance in updating your email address, user information, and password for your Microsoft account because your old email is inactive and you couldn't download anything.

Please note that before you can change your email, password, or username, you must still sign in using the password associated with your old email to add a new alias. If the old email is no longer active or you forgot its password, the only option is to recover the account:

1. Go to https://account.live.com/acsr
2. Enter the old email
3. Provide a new contact email where Microsoft can reach you
4. Fill in details: (Please provide as many precise details as possible)

• Old passwords you remember
• Device info
• Microsoft services you used (Store, Xbox, OneDrive)
• Billing details if you have already purchased something, ...

Wait for Microsoft’s reply (usually 24–48 hours) and check your inbox often.

If the recovery form is rejected, it means that the Microsoft system was unable to verify your identity based on the information you provided. To improve your chances, review this step-by-step guide on how to properly fill out the form: Help with the Microsoft account recovery form

If you are unable to provide enough information, unfortunately the system will not restore access. This is a strict protective measure to prevent unauthorized access.

Common problems faced by others (and what helped)

• SMS not arriving: Sometimes it's a temporary problem on the server. Try again after a few hours or from another device or network.
• Account locked repeatedly: If your account is locked after logging in, it may have been flagged for suspicious activity. Avoid repeated login attempts.
• Lost Authenticator app: If you had two-factor authentication enabled and lost access (e.g., lost your phone), recovery can take up to 30 days.

Hope this could help. I'm here if you have more questions!

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