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Question

My husband updated his Apple phone.

Outlook didn’t transfer over to new phone.

Emails arriving on old phone but not new.

Password blocked for outlook.

Reset details out of date email address closed from old company details.

Still paying Microsoft annual subscription for business.

Important we keep existing email address for medical reasons.

Need to change reset details to update password but unable to update ?

Desperate for help please.

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Answer 1

Hi Dora

Thank you so much for replying to my problem on behalf of my husband. I feel at least I am talking to someone who wants to help.

So, the affected account is actually a personal account but the reset details was in fact a business account with Microsoft 365 that my husband is still paying for £84.99 on the 2nd January annually ref [Moderator note: personal info removed]. This business account we believe was closed late last year by the new parent company as my husband has now retired. We haven’t cancelled this annual payment as it may help to identify him.

There isn’t another administrator that can access the old business account to our knowledge so no longer viable.

In answer to your question we don’t have any other verification methods to reset his forgotten password for outlook. We think we may have tried too many times to reset his account and answering various questions re emails sent etc..from my husbands other email address.

My husband is still getting outlook emails on his previous old phone but of course if we sign out we won’t be able to access Outlook at all. So my husband is taking two phones around with him !

is this possibly affecting why we can’t reset ?

All my husbands banking details and medical history are all on his current email address which is why we don’t want to change this and other important correspondence.

Regards and thank you for your time.

Answer 2

Hi Annie Sharples

Thank you for posting your question in the Microsoft Q&A forum.

To better understand your issue, could you please confirm whether the affected account is a Microsoft 365 Business account (for example, ******@yourcompany.com)?

If so, is your husband the only Global Administrator for the Microsoft 365 subscription, or is there another administrator who can access the tenant?

Also, when you try to reset the password, are any other verification methods available besides the old email address, such as a phone number or Microsoft Authenticator?

Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.  

I look forward to your update.       

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