Email Locked

Question

I have been trying to get into my email and the previous email I had for the password recovery i don't have now, I need to get back into my emails

Please help, I have been going round in circles for months now

Much appreciated

[PII: Removed]

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities. 

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.     

---

Dear Katie O'Donnell

Thank you for reaching out to the Microsoft Q&A forum . I understand you are having problem accessing your Outlook.com email because the only password‑recovery email on the account is an old address you can no longer access, and you’ve been stuck in loops for months. I am happy to assist you. Have you tried the AI given steps yet? If not, please feel free to follow these steps:  

• If the sign-in flow ONLY offers a code to an old email/phone and you cannot use any shown method: submit the Microsoft Account Recovery Form (ACSR) 
  • You should use a working contact email you can access (any active email) so Microsoft can reply with the result, and that Microsoft reviews and responds within 24 hours. Submit the form here: Microsoft account recovery form (ACSR) and follow the guidance here: Help with the Microsoft account recovery form.  If recovery is denied, you can keep trying up to twice per day and should review the recovery guidance before submitting again.  
• If you are not receiving verification codes (or you keep getting blocked from requesting them), use: Troubleshoot Microsoft verification code issues - Microsoft Support  
• If two-step verification is turned on and you cannot access any of the alternate verification methods, please contact a support live agent so that they could further escalate the case and help recover the account back:  
  •  Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours) 

I hope this helps you regain access. Let me know how the result goes. Thank you for your understanding.

Answer 2

To regain access to an Outlook.com/Microsoft email account when the old recovery email is no longer available, follow these steps in order:

1. Start with standard account recovery
   • Go to the Recover your account page: Recover your account.
   • Enter the Outlook/Hotmail email address, phone number, or Skype name for the locked account.
   • Choose where to receive a security code (phone, alternate email, etc.) if any option still works.
   • Enter the code, then set a new password when prompted.
2. If the username or password is “no longer recognised”
   • Follow the guidance in My username and password have stopped working:
     • Make sure the email address is typed correctly and with the correct domain (for example, outlook.com, hotmail.com, live.com, or country variants like .co.uk).
     • If the email isn’t recognised and there is another alias or phone number on the account, try that instead.
   • If you still see “We couldn't find an account with that username,” use the Contact support option on that page to reach a support advocate and explain that the username has stopped working.
3. If locked out or blocked after many attempts
   • If the account is locked due to suspicious activity or too many failed sign-ins, wait at least 24 hours without further attempts before trying again, as repeated attempts can extend the lockout.
   • Then try signing in again and, if prompted, follow the unlock or verification steps.
4. If no recovery options work and you have lost all security info
   • Use the Microsoft account recovery form (ACSR) referenced in the articles:
     • Read: Help with the Microsoft account recovery form.
     • Then submit the recovery form with as much accurate information as possible (old passwords, recent email subjects, folder names, contacts, etc.), from a device and location normally used with the account.
   • If the daily submission limit is reached, wait until the next day before trying again.
   • Account recovery is automated; support agents and forum moderators cannot manually unlock or bypass security.
5. If the account has been inactive for more than two years
   • If the Outlook.com/Microsoft account has not been signed into for more than two years, it may have been deleted and cannot be reopened.

If, after following these steps (including the recovery form), access is still not restored, the account cannot be recovered further through support channels, and a new Microsoft account will be required for future use.

---

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Common problems with two-step verification for a work or school account
• Microsoft account has been locked
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A