Can't log in to new email address

Question

I've recently married so created a new email address with my new surname. I've hardly used it and I've managed to lock myself out. Each time I fill in a form to get access, it says there is insufficient evidence that the account is mine.

Is there a number I can call to talk to someone about this?

Answer 1

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

Recovering a new Microsoft account through the Account Recovery Form can be difficult, as you may no longer have enough information to complete Microsoft’s automated verification process.

When creating a new Microsoft account, make sure you add a recovery email address or authenticator app in the account’s Security settings. So, even if your account is locked or you forget your password, these recovery methods can help you verify your identity.

(Security Settings Page)

If you no longer have alternate recovery methods, you will be asked to fill out the Account Recovery form.

Because the chances of recovering the account are very low, I suggest creating a new Microsoft account and keeping your recovery methods active.

Meanwhile, see

Account recovery unsuccessful article for reference.

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Answer 2

No. There is no phone-based bypass for Microsoft account recovery in this scenario.

For a newly created Outlook.com/Microsoft account with very little activity, recovery is difficult because verification relies on account history. The supported path is:

1. Try the standard reset flow at Recover your account.
2. If recovery options are unavailable, use the Sign-in Helper first.
3. Then complete the Microsoft account recovery form again with as much accurate detail as possible.
4. Submit it from a familiar device and location if possible.
5. Provide a working alternate email address so Microsoft can contact about the request.
6. Microsoft reviews recovery form answers and responds within 24 hours.

Important limits:

• If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot reset the account or change account details.
• Support agents are not allowed to send password reset links or manually change account details outside the recovery and reinstatement process.

If the username is not being recognized at all, use another alias or phone number on the account if one exists. If it still says the account cannot be found, use the Contact support option.

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