I cannot recover my live email account because my phone number has changed and I can't verify my account and my password does not work

Question

I cannot recover my live email account because my phone number has changed and I can't verify my account and my password does not work. My email that I cannot access is ******@live.com.

I now have this email for contact purposes: ******@live.com but need to access my original email to sync my contacts and to also get into facebook. Everything is going to the original email that I cannot access. Please help.

Answer 1

To regain access to the original @live.com account when the phone number changed and the password no longer works, use the official Microsoft account recovery paths and then update the security info once access is restored.

1. Try the Sign-in Helper and standard recovery
   • Go to the Microsoft account Sign-in Helper tool and follow the guided steps to identify the correct account and recovery options.Sign-in Helper
   • When prompted for the account, carefully enter the full @live.com address and verify the spelling and domain (for example, .com vs .co.uk).
   • If any verification options (old phone, old email) still work, use them to reset the password.
2. If the password is wrong and security info is outdated
   • Start the password reset flow: Recover your account.
   • If the verification options shown (phone/email) are no longer accessible, select I don't have any of these when that option appears.
   • This will route to the Microsoft account recovery form. Follow the guidance in Help with the Microsoft account recovery form and provide as much accurate information as possible about the original @live.com account (contacts, subjects, folders, etc.).Account recovery form
   • Use a working contact email (the new @live.com address) so Microsoft can send updates about the recovery request.
3. If all security info is lost and the password is unknown
   • Follow the steps under I've lost access to my Microsoft account security info when the password is unknown:
     1. Review the guidance in Help with the Microsoft account recovery form.
     2. Submit the request via the account recovery form.Recover account
   • Microsoft will review the form and respond, typically within 24 hours. If the form is rejected, adjust answers and resubmit from a familiar device and location (home/office) to improve the chances of success.
4. After access is restored
   • Sign in to the Advanced security options page for the recovered @live.com account.Sign in
   • Select Add a new way to sign in or verify and add the current phone number and/or contact email.
   • After confirming the new method, expand the outdated phone/email entries and select Remove to avoid future issues.
   • Avoid removing all security info at once, as this can place the account in a restricted state for 30 days.
5. If verification codes still do not arrive
   • Use the Sign-in helper again if unable to sign in.Sign-in helper
   • If additional technical help is needed (not for password reset itself), go to Contact Microsoft Support, enter the problem, select Get Help, and then Contact Support for available options.Contact Microsoft Support
   • Note that support agents cannot send password reset links or change account details; all ownership verification must go through the automated recovery tools.

Once the original @live.com account is recovered and security info updated, it can be used again for syncing contacts and accessing services such as Facebook.

---

References:

• My username and password have stopped working
• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• Help with "phone number is already used" in a Microsoft account
• Can't sign in to my email - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• When enter the Outlook email account address it will not accept my Microsoft password it will not load - Microsoft Q&A
• How to verify your Outlook.com account

Answer 2

Hello, thank you for reaching out to Microsoft Q&A.

If you are making any security changes to your account, such as resetting your password, you will be asked to verify your Identity using the recovery contact methods, such as Phone number or email address.

In case you no longer have the alternate security contact methods to verify your identity, you will have to replace the Security information.

Select 'I don't have any of these' on the screen, then follow the prompts to replace the Security Information.

Note- If you remove all of your previous security contact methods and replace it with something new, your account will be put into a restricted state for 30 days.

Once the Security information has been updated, you can reset your password next.

Let me know if you still need more help.

---