My MS licence

Question

I pay a monthly subscription to MS for a licence which i got over 10 years ago. I now have a new computer and went through the whole process online to try and recovery/reset my password but failed. I now have a new computer and need to ensure this laptop cause use the licence but i dont remember my password and therefore cant get it done. Is there any other way i can reset my MS password please

Answer 1

Hello Esther Christopher, 

Thank you for reaching out to Microsoft Q&A. I understand how frustrating it is to be locked out of an account you have maintained for over 10 years, especially when you are just trying to get your active subscription set up on a new computer. 

Microsoft does not allow users to transfer an active Microsoft 365 subscription from one account to another. The standard protocol in this situation is to cancel the billing on the old account and simply purchase a new subscription on a new account. 

You can follow the steps above suggested by the Q&A assist to try and unlock your account. However, in the meantime, here are the steps you can take to handle the billing and get your new laptop set up: 

Step 1: Stop the Monthly Charges 

Since the automated system is preventing access, I highly recommend contacting your bank or credit card company. You can ask them to issue a stop payment on all future Microsoft charges, or simply request a new card with a new number so the old subscription can no longer bill you. 

Step 2: Set Up Your New Laptop 

To use Word, Excel, or other Office apps on your new laptop right away, you will unfortunately need to start fresh. You can do this by creating a brand-new Microsoft account and setting up a new subscription or purchasing a one-time license under that new email address. 

Finally, if you would like to explore more possible options, you can try contacting Microsoft Customer Support directly. While support agents cannot manually bypass the automated password recovery process, they may be able to assist you with the billing side of the situation if you can verify your payment details with them. 

You can find them by clicking on this link and following the directions below   

1. Visit this website: Contact Us - Microsoft Support
2. Select the product you need help with 
3. Type your problems in the search box there. 
4. Now click on Get Help > Contact Support below.     
5. Go to the Products & Services tab and choose Windows or Microsoft 365 and Office 
6. On the Category tab, choose Manage account security     
7. Go to Confirm.   
8. Choose to chat with a support agent in your web browser.     

I know starting over is not the ideal outcome after having an account for so long, but I hope this helps you stop the recurring charges and get your new computer up and running! If you have any further questions, please let me know, I will be happy to assist you. 

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Answer 2

i need to contact customer service to cancel or transfer my licence please

Answer 3

To use the existing Microsoft 365/Office licence on the new laptop, the Microsoft account password must be reset and access to that account restored. Use the official password reset and recovery paths; there is no alternative method that bypasses account verification.

Follow these steps:

1. Reset the forgotten Microsoft account password
   1. Go to the Microsoft account sign-in page.
   2. Enter the email address (username) associated with the subscription.
   3. On the Enter password screen, select Forgotten your password?.
      • If that screen is not open, use this link: Reset password.
   4. Enter the same username again and select Next.
2. Verify identity to reset the password
   1. Choose how to receive a verification code (email, phone, etc.).
   2. If no verification option is available or access to all of them is lost, use the sign-in helper tool mentioned in the article:
      • “If you don't see an option for where to send a code, or you no longer have access to any of the verification options shown, use this sign-in helper tool.”
   3. Select Next.
3. Get and enter the verification code
   1. Retype the first part of the email address or last four digits of the phone number shown as a hint.
   2. Select Get code.
   3. Retrieve the code from the chosen email or phone.
   4. Enter the code and select Next.
4. Create a new password
   1. After the code is accepted, type a new password and select Next.
   2. Sign in on the new laptop with this Microsoft account; Office/Outlook will then pick up the licence associated with that account.

If the username or password “have stopped working” or the account is not recognised, use the Recover your account flow:

1. Go to Recover your account.
2. Enter the email address, phone number, or Skype name used to sign in.
3. Choose where to get a security code, enter it, and then set a new password.

If these steps still do not work (for example, no verification options are accessible or the system reports that the information is insufficient), use:

• The Sign-in helper tool mentioned under “If these steps didn't work, or you have other account sign in issues”.
• The guidance in Help with the Microsoft account recovery form if asked to complete the recovery form.

Once access to the Microsoft account is restored, sign in with that account on the new laptop and install/activate Office or Outlook; the subscription licence will follow the account, not the old computer.

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References:

• Reset a forgotten Microsoft account password
• My username and password have stopped working
• I can't sign in to my Microsoft account