I can't get into my account | BIG ISSUE!!!

Question

Can someone please support? All of a sudden I cannot get into my msn.com email address anymore (it's locked) but I never use it to e-mail, but it's the email that's connected to my Facebook account.

I have to fill out an exsessive amount of information now (like old xbox gamer tag which might have used 18 years ago. Information I really don't know, but I do most of it. However, Microsoft says it's not enough information.

This account is so old but I just need it for my personal Facebook (I USE THIS FOR WORK!) And it's a huge problem now. How can I get it back?

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Moved from <Microsoft 365 and Office | Word | For business | iOS>

Answer 1

Hi Moniek Van de Peut,

Welcome to Microsoft Q&A forum. 

I understand this situation is causing a major disruption, especially since your msn.com email is linked to Facebook. First, please try the steps that Q&A Assist suggested above. After you’ve tried them, please share the results so I can guide you to the most appropriate next steps.

Thank you for your time and understanding.

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Answer 2

To regain access to the old MSN.com Microsoft account that is locked, only the official Microsoft account recovery and unlock processes can be used.

Follow these steps:

1. Start with the Sign-in Helper
   • Go to the Sign-in Helper: https://go.microsoft.com/fwlink/?linkid=2214157
   • Enter the MSN.com email address and follow the prompts.
   • If a specific problem is detected, follow the guidance shown. If not, it will direct to self-help options.
2. Use the standard account recovery flow
   • If the username and password are no longer working, follow the guidance in “My username and password have stopped working”:
     1. Go to Recover your account: https://account.live.com/password/reset
     2. Enter the MSN.com email address (or phone/Skype if applicable).
     3. Choose where to receive a security code (alternate email or phone) and select Next.
     4. Enter the code, then set a new password.
   • Tips from the documentation:
     • Make sure the correct domain is used (for example, .com vs any regional variant).
     • Double-check spelling of the email name.
     • If the email is not recognized but there is another alias or phone on the account, try that instead.
3. If the account is locked (no “Next” button or lock message)
   • If a lock message appears and there is no Next option when signing in, the account may be locked due to suspicious activity or Terms of Use issues.
   • In that case, select the aka.ms/ link shown in the lock message window and follow the instructions to submit the reinstatement form.
   • After submitting, a Microsoft Online Safety support agent reviews the request and responds by email. Submitting multiple forms can slow the process, so only submit once and wait for the response.
4. If recovery information is rejected as “not enough”
   • The system is fully automated and requires sufficient correct historical details (old passwords, contacts, subject lines, etc.). If the information provided is not enough, the request can be denied.
   • Use the official Microsoft account recovery form (ACSR) and fill it out as completely and accurately as possible (recent contacts, subject lines, old passwords, etc.). If a submission fails, it can be retried later, but there is a daily limit.
   • For additional guidance, use Help with the Microsoft account recovery form: https://go.microsoft.com/fwlink/?linkid=2214511
5. If the account has been inactive for years
   • If the MSN.com account has not been signed into for more than two years, it may have been deleted and cannot be reopened.
   • See the note under “Steps to recover your Microsoft account” about accounts that have been inactive for more than two years.
6. If the username is “not recognized”
   • If the error “We couldn't find an account with that username” appears, use the Sign-in Helper tool again.
   • If the username truly has stopped working, follow My username has stopped working guidance and, if still failing, use the Contact support option provided there.

If the automated recovery and unlock processes do not accept the information provided, there is no manual override documented for consumer Microsoft accounts. In that case, the only options are to keep trying the recovery form with better details or, if the account is no longer recoverable (for example, deleted after long inactivity), update the email on Facebook to a different, accessible account and use that going forward.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Microsoft account has been locked