I lost all accese to my [Moderator note: Removed PII]@gmail.com account

Question

I cant login to my account, it shows that email do not exist. If i try to reset password or login code is sent to [Moderator note: Removed PII]@mail.approxima.ru , I don't know who is it, so i lost all access, can you remove him and give me back my account please.

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi MIKŠTA KAJUS

Thank you for reaching out to the Microsoft Q&A forum. I’m really sorry you’re going through this. When reset codes are being sent to an email address you don’t recognize, it usually means the account’s security info was changed, and Microsoft will require verification before any changes can be reversed.

Please kindly try to follow the steps in the Q&A Assist reply under your post first, because it already covers the correct paths depending on whether this is a Google (Gmail) account or a Microsoft account that uses a Gmail address as the sign‑in name.

If you still can’t regain access after the steps above:

At that point, please reach out to Microsoft Support directly for further assistance. For personal account/product It mainly offer live chat and, depending on your subscription/region, an option to request a callback:

• Sign in to Contact - Microsoft Support
• Type a brief description of your issue in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• Choose the appropriate Products & Services/ Category.
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.

Thank you so much for your time and understanding.

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.

Answer 2

The Gmail address and the unknown @mail.approxima.ru address are not managed by Microsoft, so they cannot be removed or changed from Microsoft systems.

For a Gmail account that is disabled or not found, the only supported path is through Google’s own recovery and support process. Guidance is provided here:

• Learn more about disabled Gmail accounts and recovery options on the Gmail Support site: https://support.google.com/accounts/answer/40695?hl=en

If the issue is instead with a Microsoft account that uses that Gmail address as the sign-in name, use these steps:

1. Check whether the Gmail address is actually a Microsoft account:
   • Go to https://account.microsoft.com and enter the Gmail address.
   • If a password prompt appears, that Gmail address is a Microsoft account.
   • If the message “We couldn't find an account with that username” or “That Microsoft account doesn't exist” appears, then that address is not an active Microsoft account.
2. If the Gmail address is a Microsoft account but the password or sign-in no longer works, try account recovery:
   • Use the “Recover your account” flow at https://account.live.com/password/reset and enter the Gmail address or any other alias/phone number that might be on the account.
   • Follow the prompts to receive and enter a security code on one of the existing security methods.
3. If all security info (like the @mail.approxima.ru address) is inaccessible and no verification code can be received, the only supported option is the Microsoft account recovery form:
   • Read the guidance in Help with the Microsoft account recovery form.
   • Submit the recovery form at https://account.live.com/acsr with as much accurate information as possible (old passwords, subjects of recent emails, etc.).
4. If the recovery form is unsuccessful, Microsoft support and community forums cannot override security checks, remove someone else’s email, or manually give access back to the account. In that case, the account cannot be recovered.

For future protection of any recovered or new Microsoft account:

• Add multiple security methods (alternate email, phone, authenticator app) from the Security info page so that loss of one method does not lock out the account.
• Use two-step verification and keep security info up to date.

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References:

• account_google_auth_account_disable
• How to check if your email address is a Microsoft account
• My username and password have stopped working
• I can't sign in to my Microsoft account
• Common problems with two-step verification for a work or school account
• Set up an email address as your verification method
• Change the email address or phone number for your Microsoft account