I can't acces my Microsoft 365 account

Question

Hello, I have been having Microsoft account problems for a long time and I can no longer access my Microsoft 365 subscription on my new laptop. I pay €10 per month to Microsoft, which I believe is for Microsoft 365, but I do not know which email address the subscription is linked to. I have already tried these email addresses: - [[Moderator Note: Personal Info Removed] @gmail.com] - [[Moderator Note: Personal Info Removed] @tilburguniversity.edu] - [[Moderator Note: Personal Info Removed] @gmail.com]

What happens: - When I try [[Moderator Note: Personal Info Removed] @gmail.com], Microsoft sometimes says it sent a verification code there, but I do not receive the code. - If I try to sign in normally, it says the password is wrong or that there have been too many recovery attempts. - I already tried the account recovery form, but Microsoft said there was not enough information to verify me. - My old laptop, where I was signed in, is broken, so I cannot check the account there. Because of this, I cannot access Word, documents, and my Microsoft 365 subscription on my new laptop.

Can someone please tell me:

1. how I can find which email address my Microsoft 365 subscription is linked to
2. what I can do if verification codes are not arriving
3. how I can acces my account and my word documents again

Thank you.

Answer 1

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Hello Iris Keijzers

I can see that you can't access to your Microsoft account and you have already tried recovery form several times.

First to answer all of your questions:

How to find which email address your subscription is linked to:

• Please check all of your email inboxes for Microsoft purchase receipts or subscription emails. It's also advises checking any device or Office app where you may already have been signed in, because the subscription is normally tied to the Microsoft account used when Microsoft 365 was first purchased or activated.

What to do if verification codes are not arriving:

• If a code is not arriving, please try another verification method if one is offered. You can also use the Microsoft Sign-in Helper, which is the recommended tool for identifying available recovery options and sign-in problems. Here is how to use it: Microsoft account sign-in helper

How to access the account and Word documents again:

• The main step is to recover the correct Microsoft account first. Once you regain access to that account, you can sign in again on the new laptop to restore access to your Microsoft 365 subscription and related services.

If the recovery form was unsuccessful, it can be submitted again, up to two times per day, with as much account information as possible.

Here is also how you can get in contact with Microsoft Support if you need further assistance:

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas. 

I hope you can get the support you need, have nice day.