Microsoft 365: Onedrive files from old Microsoft account (from which I am locked out) are not accessible under new account,

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Microsoft 365: Onedrive files from old Microsoft account (from which I am locked out) are not accessible under new account,

DominicV-2484 20

I have been locked out of my original Microsoft account for over a week, due to a "security alert" due to possible access to my account by someone else. I followed all instructions but could not access my account. I have tried recovery instructions and completed online forms from Microsoft support with varied messages but the same outcome: I cannot sign in with instructions to try again.

I opened a new account and purchased and downloaded a new Microsoft 365 package, but can't access some older files on OneDrive, am denied the sharing option, all because the instructions lead me back to signing into my original account, which I am blocked from doing.

I have accessed my tech support service whose technicians experienced the same process and unsuccessful outcome - not being able to sign in to my old account and not being able to access my files

This question is related to the following Learning Module

Moved from: Microsoft Security | Microsoft Authenticator

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Answer 1

Henry-N 8,825 Microsoft External Staff Moderator

Hi @DominicV-2484,

Thank you for posting your question in the Microsoft Q&A forum,

Unfortunately, creating a new Microsoft account does not restore access to your original account or its data. Each Microsoft account is treated as a separate and independent identity, and:

OneDrive files are encrypted and tied specifically to the original account
Sharing permissions must be authorized by signing in to that original account
A new Microsoft 365 subscription applies only to the new account, not the old one

I noticed that your post is tagged under Microsoft Security | Microsoft Authenticator, so I’d like to clarify a few details to better understand your scenario and guide you correctly.

Could you please confirm what type of Microsoft account your original account is?

A personal Microsoft account (for example, an email address ending with @outlook.com, @hotmail.com, or similar), or
A work or school (business) account (for example, an address ending with @onmicrosoft.com or a custom organization domain)

Additionally, when you attempt to sign in to the original account:

Do you see any specific error message or security notification?
If possible, could you please share the exact wording of the message or a screenshot of the notification? (Feel free to hide or blur any personal or sensitive information.)

Thank you again for your time and understanding. While this initial response may not resolve the issue immediately, confirming these details will help clarify the account type involved and allow me to provide more accurate and relevant guidance.

I appreciate your patience and look forward to your response.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread

DominicV-2484 20 Reputation points

2026-02-05T04:04:31.26+00:00
Thank you for a clearly stated answer. In response to your requests:

I have a new personal Microsoft account identified with an email address, with my locked out Microsoft account also identified with an email account, albeit a different one

the initial notification I received from Microsoft about a security issue follows: Security alert We think that someone else might have accessed the Microsoft account d.**a@xxxx. When this happens, we require you to verify your identity with a security challenge and then change your password the next time you sign in. If someone else has access to your account, they have your password and might be trying to access your personal information or send junk email. If you haven't already recovered your account, we can help you do it now. https://account.live.com/ Learn how to make your account more secure. Thanks, The Microsoft account team

a subsequent message from Microsoft after one of many attempts to sign in to my original account and providing all requested information or after using my recovery code: Hello, Thank you for contacting Microsoft Support. We recently received a request to recover your Microsoft account d.**a@xxxx Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership.  Microsoft takes the security and privacy of our customers very seriously, and our commitment to protecting your personal information requires that we take the utmost care in ensuring that you are the account owner. We have taken the additional step of blocking your account until we can verify you as the account owner. This will prevent any further use of the account and protect you from any possible malicious activity. Submit a new form with as much accurate information as you can gather. You can submit two requests per day. To regain access, make sure to include all the information requested.

a subsequent message from Microsoft after I completed an online form, which led me to understand opening a new account was an option to resolve my access to files etc. on my laptop: Hi ,   Account resets are handled through a single secure process as Microsoft takes the security and privacy of our customers very seriously.     Be persistent and keep trying to recover your account.  Each time you try, you may remember new details that will help the automated recovery program validate you as the true owner of the account https://account.live.com/resetpassword.aspx.    If you are unable to recover the account, consider creating a new account https://support.microsoft.com/en-us/products/microsoft-account.  For additional information https://support.microsoft.com/en-us/help/12429/microsoft-account-sign-in-cant.   This ticket will now be closed. If you have any further questions or concerns, please feel free to submit a new request. Kindly, Rechie Microsoft Online Safety

As I tried several times to sign in, I also recieved other varied replies stating the same and asking that I try again, some of which offered other links to possible solutions, none of which allowed me to sign in

As an alternative to using my usual password for my orginal account, I set up a pass key using my IPhone but access to my account was still denied

As an aside, my automatic renewal of my original Microsoft account was processed the day after my account was locked, which means I now have paid twice (i.e., my original account that is locked out, and my new account). I will pursue a refund, but expect an equally frustrating experience accessing help

Any further help will be much appreciated in recovering my original account to enable full access to my OneDrive and other files, and a full refund for my payment for a locked out account on the day after being locked out
Henry-N 8,825 Reputation points Microsoft External Staff Moderator

2026-02-05T16:11:25.9733333+00:00
Hi @DominicV-2484,

Thank you for taking the time to provide such a detailed update and for sharing the messages you received from Microsoft. I understand how frustrating this situation must be, especially with the loss of access to important OneDrive files and the duplicate charges.

Based on the information you shared, it appears that Microsoft Support has determined that the details provided so far were not sufficient to verify ownership of the original account, which is why the account remains blocked. In situations like this, the only path to regaining access is successful identity verification through Microsoft’s official account recovery process.

At this point, I would strongly recommend contacting Microsoft Support again and explicitly asking them what additional or specific information is required to prove account ownership. For example, you may ask them:

What exact details are missing or insufficient in the previous recovery attempts

Whether there are alternative verification methods available in your case

If there is any escalation path for long‑term account lockouts involving paid subscriptions and OneDrive data

Unfortunately, if Microsoft determines that the required verification threshold cannot be met, access to the account and its data cannot be restored, even if a new account has been created. Creating a new account does not merge or recover data from the original account, as each Microsoft account is a completely separate identity.

Regarding billing, Microsoft Support is also the correct channel to handle refund requests for charges applied after the account was locked. Be sure to reference the date the account was restricted and the subsequent renewal charge when contacting them.

Please note that forum moderators do not have any control over user accounts, including signing in, unlocking accounts, resetting passwords, changing security settings, or restoring access to data. All account recovery and billing actions must be handled directly by Microsoft’s account and security support teams.

I know this is not the outcome you were hoping for, but continuing to work directly with Microsoft Support and asking precisely what information is required for verification is the best next step.

Thank you for your patience and understanding. If you receive any new information from Support or have further questions, feel free to share an update here.

Answer 2

If you are locked out of your original Microsoft account and cannot access your OneDrive files, the best course of action is to continue attempting to recover your original account. Since you have already tried the recovery instructions and completed online forms without success, you may want to consider the following steps:

Contact Microsoft Support: Since you have a new Microsoft 365 account, you can sign in with that account and contact Microsoft Support directly for assistance. Explain your situation and provide any necessary information to verify your identity.
Recovery Form: If you haven't already, you can try to fill out the account recovery form again at https://account.live.com/acsr. Make sure to provide as much accurate information as possible to help verify your identity.
Check for Email from Microsoft: Sometimes, Microsoft may send an email regarding the status of your account recovery. Make sure to check your email (including spam/junk folders) for any communication from them.
Accessing Files: Unfortunately, if your files are tied to the original account and you cannot access it, you may not be able to retrieve those files until you regain access to that account.
Tech Support: Since your tech support service has also experienced similar issues, they may have additional insights or alternative methods to assist you in recovering your account.

It’s important to keep trying to recover your original account as that is the only way to regain access to your OneDrive files associated with it.

References:

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Microsoft 365: Onedrive files from old Microsoft account (from which I am locked out) are not accessible under new account,

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