Help with old work Microsoft account and files on my phone and PC

Question

in order to access my Microsoft account on my new phone I have been asked to verify my account by requesting a code be sent to my old Microsoft works email, which I no longer have. I have recently noticed a problem with my PC Cloud storage too. Much of my saved files seem to be connected to my old work account. How can I gain them back and close the old account please?

Answer 1

Hello

Two issues here.

If you know your password, on the page asking for the code, look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

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Regarding how to get accessed to the old work account, tell me more about this work account, is it assigned by your work, or a free outlook.com account used for work purpose?

Answer 2

Because the old work email is still set as security info and is no longer accessible, recovery depends on whether the account in question is a personal Microsoft account or a work/school account, and whether any other security options are still available.

1. Check which account is being used

• When prompted to sign in, verify whether the sign-in is for a personal Microsoft account (Outlook/Hotmail/Live) or a work or school account (Microsoft Entra / organization account).
• If you see a "Which account do you want to use?" prompt, there may be both a personal and a work/school account with the same email. In that case, the work/school account is controlled by the organization, and the personal account is controlled by Microsoft.

2. If this is a personal Microsoft account

• Use the sign-in helper and recovery tools to regain access:
  • Start with the Can’t sign in helper: Start.
  • If the password is not working or the account is locked, use Recover your account: Recover your account.
• When using recovery:
  1. Enter the email/phone/Skype name used to sign in.
  2. Choose where to get a security code (alternate email or phone, if any are still valid).
  3. Enter the code and set a new password.
• If the email address or domain is wrong, or the account is not found, follow the guidance in My username and password have stopped working to confirm the correct address and domain.

3. If this is a work or school account

• Work/school accounts and their security info (including old work email addresses) are managed by the organization.
• To regain access or change security info (for example, remove the old work email and add a new method), contact the organization’s IT/Help desk. They can:
  • Clear or reset your security verification methods.
  • Help you re-register for two-step verification.
  • Confirm whether the old work account is still active or has been deleted.

4. Handling verification codes you cannot receive

• If verification codes are not arriving because they are being sent to an old email or blocked:
  • Confirm that the phone/email shown is actually yours and correctly spelled.
  • If you still have any working method, sign in to the Security info page and choose Update info to add a new email or phone and remove the old work address.
  • If no methods work and the account is a personal account, use the account recovery form via the sign-in helper; if it is a work/school account, only the organization’s IT can update the security info.

5. Accessing files that are tied to the old work account

• Files in OneDrive or other cloud storage that belong to a work/school account are owned and controlled by that organization.
• To regain access to those files:
  • Contact the former employer’s IT department and request temporary access or export of your personal files, if allowed by their policies.
  • If the work account has been deleted, access to those cloud-stored files may no longer be possible.

6. Closing the old account

• Personal Microsoft account: Once access is regained, the account can be managed or closed from the personal account dashboard: Sign in. Before closing, ensure any needed files are downloaded or moved to another account.
• Work or school account: Only the organization can disable or delete it. Request closure or confirmation from the organization’s IT/HR if needed.

7. Next steps to prevent future lockouts

• After regaining access (personal or work account):
  • Add multiple security methods (personal email, mobile number, authenticator app) and keep them up to date.
  • Avoid using work emails as the only recovery method for personal accounts.
  • For personal accounts, regularly review security info and recent sign-in activity from the account dashboard.

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References:

• Get help with your Microsoft account
• My username and password have stopped working
• Which account do you want to use?
• Common problems with two-step verification for a work or school account
• Work or school account help