Locked out of old email

Question

I’m locked out of an old email that I use for my gaming Xbox and PlayStation I know the password and it’s connected to my Face ID but it won’t let me recover it I’ve tried everything my bank details are connected to the Xbox game pass on that account and it still won’t let me recover

Answer 1

Hi damien critten

Thank you for reaching out to the Microsoft Q&A Forum. I’m sorry you’re locked out of that old email. I know how frustrating this is, especially when it’s tied to Xbox Game Pass.

Please make sure that you've already tried the steps suggested by Q&A Assist under your thread.

Just to confirm, when you try to sign in, do you see any error message (e.g., "Try another verification method", "Account doesn't exist", etc.)?

In case the account recovery steps have already been covered and you’re still unable to regain access, the next best step is to contact Microsoft Support so they can assist further. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go 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.

While you’re locked out (to protect your money):

If you’re worried about ongoing charges and can’t access the subscription settings, the safest immediate action is to contact your bank/payment provider to block recurring charges until you regain access.

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

Follow these steps in order, using the account’s Microsoft email (the one used on Xbox/Game Pass):

1. Try standard password reset
   • Go to the Microsoft account sign-in page and choose Forgot password?
   • Enter the email address and select Next.
   • Choose a verification option (text, email, etc.), enter the code, and set a new password.
   • Detailed flow: Reset password.
2. If the password is correct but sign-in still fails
   • Use Recover your account: Recover your account.
   • Make sure the email domain is correct (for example, outlook.com vs outlook.co.uk) and that the address is spelled exactly as originally created.
   • If you see “We couldn’t find an account with that username,” try any other alias or phone number that may be on the account.
   • If it still fails, use Contact support from this article: Contact support.
3. If the account is locked
   • If sign-in shows that the Microsoft account has been locked, go to https://account.microsoft.com and follow the unlock flow.
   • Request a security code to any phone that can receive SMS (it does not have to be on the account).
   • Enter the code and, if prompted, create a new password.
4. If verification options don’t work or are rate-limited
   • If codes are not arriving or are blocked, follow the guidance in Troubleshoot Microsoft verification code issues and, if needed, move to the account recovery form.
   • If you know the password but lost access to some security info, sign in to Advanced security options, add a new way to sign in/verify, confirm it with a code, then remove outdated info.
   • If you know the password but lost access to all security info, start sign-in, choose I don’t have any of these, and follow the steps to replace security info. After replacement, there is a 30‑day restriction before full access is restored.
5. If you don’t know the password and can’t use any verification method
   • Use the Microsoft account recovery form:
     • Read the guidance: Help with the Microsoft account recovery form.
     • Prepare another working email address where Microsoft can contact you.
     • Gather as much information as possible: old passwords, exact email address, contacts, email subjects, Xbox usage details, etc.
     • Complete the form from a device and location where the account is normally used (home/office, usual console/phone/PC).
     • Submit via the Account recovery form link in the article.
6. If the system says the account doesn’t exist
   • Double-check spelling and domain.
   • If the message is “The Microsoft account you’ve entered does not exist,” follow the guidance in My username and password have stopped working.
7. If all recovery attempts are blocked or rate-limited
   • If you hit limits for password resets or recovery forms, wait at least 24 hours without further attempts before trying again. Repeated attempts can extend the lockout.
   • When trying again, use the recovery form from a familiar device and network and provide as many accurate details as possible.

Important notes:

• Account recovery is automated; support agents and forum moderators cannot bypass security, manually unlock accounts, or change account details.
• If two-step verification is enabled and none of the verification methods are accessible, support cannot override this; only successful completion of the recovery form can restore access.
• Bank details and Game Pass/Xbox usage help only as data points in the recovery form; they do not grant direct recovery.

For PlayStation access, use Sony’s own account recovery process separately; Microsoft cannot recover a PlayStation account.

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References:

• Reset a forgotten Microsoft account password
• My username and password have stopped working
• Microsoft account has been locked
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
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• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A