my old email has gone missing

Question

hello i had an email address of [Moderator Note: Personal Info Removed]@hotmail.com this was on my sons xbox he updated his profile on there and now my old email address has gone and i cant re set the password to change this

he has set up another [Moderator Note: Personal Info Removed]@outlook.com but i need the old hotmail address as many companies use this with me for communcation

Please help me recifity the problem

Kind regards

[Moderator Note: Personal Info Removed]

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Answer 1

i need to get my old email address back ******@hotmail.com i cant access this through account recovery

Answer 2

Hello Daniel Buller,

Thank you for posting your question to the Microsoft Q&A forum. I understand how stressful it is to lose an email address you have used for years, especially when it is your main link to banks and utility companies.

Based on what you described (your son "updated his profile" and now the old email is gone), it sounds like he accessed the Manage how you sign in to Microsoft section of the account settings.

In that menu, if you add a new email (like the new @outlook.com one) and then click "Remove" next to the old @hotmail.com address, Microsoft's system permanently deletes the old address. Unfortunately, once an alias ending in @hotmail.com, @live.com, @outlook.com, or @msn.com is removed, it is gone forever and cannot be recovered, even with the account recovery form.

Reference: Add or remove an email alias in Outlook.com - Microsoft Support

To confirm the actual status of your account, please go to account.microsoft.com and try to sign in with your old @hotmail.com address.

• If it says "This account does not exist": This confirms the alias was removed. In this case, I strongly recommend contacting your banks and utilities immediately to update your contact email to the new one or a different address.
• If it displays any other error: If the account is not removed but you simply cannot sign in, you can attempt to recover it by filling out the Account Recovery Form. If you see a specific error code, it would be greatly appreciated if you could attach a screenshot here (covering your PII) so I can proceed with the next steps.

Regarding your old emails, since your son likely only changed the name of the account (the alias), the inbox itself might still be there under the new @outlook.com name. Please try logging in to Outlook.com using the new email address and check if your old emails are still in the folders.

I understand how difficult this situation is, but I hope this answer helps clarify what might have transpired. Please let me know how these suggestions work for you, or if you'd like assistance in navigating Microsoft's support channels.

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