Can't verify my identity to use Microsoft Office License

Question

Hiya,

I purchased a License many years ago and the email account, credit card and mobile phone number I used no longer exists. I have a new device now but can't install Office as I cannot sign into the original account. I have tried verifying my Identity and failed multiple times. I have emails sent to me when I purchased the License to prove I have the License. Please help me. I can't afford a new license.

Answer 1

Hi, I'm John! I will help you with this.

Can you please tell me when was the last time you were able to access that Outlook account? I ask because Microsoft may permanently close accounts that haven’t been used for over 2 years.

Also, please try searching for the account using these steps from Microsoft: https://support.microsoft.com/account-billing/forgotten-your-microsoft-account-username-b2049472-3b8f-27d3-61c6-67a668453f4c Click on "Search" and follow the instructions provided.

If you receive any error messages, such as “account doesn’t exist” or anything else, please let me know.

---

Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

Because the original Microsoft account and its security info (email, phone, card) are no longer accessible and identity verification has already failed multiple times, self-service recovery is very limited. The purchase emails alone are not enough to bypass account security.

Only the official account recovery and support paths can be used:

1. Try full account recovery
   • Follow the guidance in Help with the Microsoft account recovery form, then submit the recovery form at the Recover account link. These are described in:
     • Help with the Microsoft account recovery form
     • Recover account
   • Provide as much detail as possible (old addresses, approximate purchase dates, subject lines of emails, etc.) to improve the chance of success.
2. If some security info still works
   • If there is any remaining access to old security info (for example, one email or phone still works), update security details instead of replacing everything at once:
     • Sign in to the Advanced security options page.
     • Select Add a new way to sign in or verify, confirm it, then remove only the outdated info. Steps are outlined in:
       • Troubleshoot Microsoft verification code issues
   • Do not remove all security info at once, or the account may be restricted for 30 days.
3. If no security info is accessible and recovery fails
   • When the password and all security info are lost and the recovery form is unsuccessful, Microsoft support cannot override the automated process or move the license to a different account.
   • The only remaining options are:
     • Keep retrying the recovery form with any additional details that were not provided before.
     • If the license was a one-time (perpetual) Office purchase and a product key is still available, see the guidance on using product keys for Office in:
       • Get help with your Microsoft account
4. Contact support for guidance
   • If another Microsoft account is available (or a new one can be created), sign in with that account and contact Microsoft Support for help walking through the recovery and verification steps. Support cannot guarantee recovery but can confirm what options remain.

If the original account cannot be recovered and no product key is available, the old license cannot be used on the new device and a new license or subscription would eventually be required.

---

References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Get help with your Microsoft account