cannot login on our e-mail

Question

We need to verify our account as a paid monthly subscriber - the employee how work for me left and is not longer in the country and the telephone number does not exist anymore. I think she registered it under her details and now we need to change it to our company details.Can you assist us in login in correctly and changing our password and telephone number. Can we do this without cancelling this and reregistering.

our e-mail address is ******@outlook.com and our cell number is 069 645 2418 - can you make sure our subscription is also paid on this e-mail

Answer 1

Hi,

Thanks for reaching out to the Microsoft community and sharing what’s happening with your Outlook email log in. Please allow me to guide you with this. There’s a way to recover your account and update your details without canceling your subscription.

First, start by using the Microsoft Account Recovery page at account.live.com/password/reset. If you no longer have access to the old phone or email, choose “I don’t have any of these” and complete the recovery form with as much information as possible. This helps Microsoft verify ownership.

Second, once you regain access, go to account.microsoft.com/security to add your new phone number and remove the outdated one. This ensures you can receive future verification codes securely.

Third, check your subscription status at account.microsoft.com/services to confirm your payment and renewal details. This way, you’ll know your subscription remains active.

Last, if this is a work or school account, your Microsoft 365 admin can reset MFA and update authentication methods in the Microsoft Entra admin center without canceling the subscription.

I hope this helps you get back on track quickly. If you need step by step guidance, feel free to ask.

Warm regards,

Edward

Answer 2

To resolve your login issue and update your account details, you can follow these steps:

1. Account Recovery: Since the previous employee registered the account and the phone number is no longer valid, you will need to complete the account recovery form to verify ownership. You can access the recovery form at https://account.live.com/acsr. Fill it out with as much information as possible to help verify your identity.
2. Contact Microsoft Support: If you are unable to recover the account through the form, you may need to contact Microsoft Support directly. You can do this by signing in with any Microsoft account and navigating to the support section. Look for options related to account recovery or subscription management.
3. Updating Account Information: Once you regain access to the account, you can update the telephone number and any other details necessary to reflect your company’s information. This can typically be done in the account settings under security information.
4. Subscription Status: To ensure your subscription is active and paid, you can check your subscription status after logging in. If there are any issues with payments, you may need to resolve them through the billing section of your account.

If you encounter any specific error messages during these processes, please provide those details for more tailored assistance.

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References:

• Troubleshoot sign-in issues and account access problems
• I need to speak with a real person and it seems impossible. - Microsoft Q&A