Accessing my account with a revised email address

Question

Hi

I have an account with an email address which is now deleted. I cannot get Microsoft 365 despite payment for the subscription a week ago. I cannot get my account onto the authenticator and when it asks me to get the authenticator code I cannot get this despite opening up the authenticator app. I can get is using the password on the old email address but cannot get the next verification as the old email is no more and my phone number is not recognised. How to I go about rectifying this?

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

When signing in with your Microsoft account and you are asked to verify your identity, you will be provided with the alternate security contact methods that you have added previously, such as your phone number, email address, or the Microsoft Authenticator app.

It appears that you no longer have access to the alternate email address used to confirm your identity, as it has been deleted. However, the Authenticator app and phone number verification methods should still work during sign-in.

1. Could you please let me know the exact error message that appears when you try to verify your identity using the Authenticator app or your phone number?
2. Have you removed or reinstalled the Authenticator app on your mobile device recently?

If you have two-step verification turned on, you must verify your account using two methods. One method is your password, and the second method should be a verification code sent to your mobile phone, email address, or via the Authenticator app. If none of these methods are working or are no longer available, you may be locked out of your account, and recovering it can be difficult. In some cases, you may even lose access to the account.

So, if you can let us know whether you are experiencing any issues when receiving verification codes through any other available method, please share the details with us here.

In the meantime, please see the following article:

Troubleshoot Microsoft verification code issues