Help with the Microsoft account recovery form
Applies To
Microsoft accountImportant:
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If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you, sorry. To protect your account and its contents, our support agents are not allowed to send password reset links, or access and change account details.
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If you have not turned on two-step verification and don't recognize any of the verification email or phone options when trying to reset your password, use the Sign-in Helper tool.
Before you begin filling out the form
Filling in the account recovery form can take time: try the account Sign-in Helper tool first.Sign-in Helper
The steps below will help guide you when filling out the account recovery form. It can be a lengthy process as it's designed to ask questions about your account that only you can answer. Microsoft will review your answers and respond within 24 hours.
If you have already tried, improve your chances to successfully recover your account by watching the video below or reading through the following guidance first.
How to complete out the Microsoft account recovery form
1. Have a working email
You'll need a working email account that you can access. We'll use this account to send you information about your request. You can use any active email account, even one belonging to a friend or relative. If you don’t have another email account that you can access, you can create a temporary outlook.com account for free by selecting Create one at the Microsoft account sign in page.
Note: The working email account you provide will only be used to contact you about your account recovery form and won’t be used for any other purpose.
2. Get your information ready
Collect as much information as you can about any Microsoft services you may have used with this account. The more information you can include when filling out the form, the better the chance you’ll have of regaining access to your account.
Answer as many questions as you can as thoroughly as possible. If you’re not sure, guessing is ok — wrong answers don’t count against you. When you get to a question that lets you “add more," fill in as much information as you are able.
You'll be asked questions that are specific to the account you're trying to recover.
If you used the account with any of the products and services below, expand a section to see more information on questions that can be asked.
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We’ll ask you questions about your contacts and email subject lines. Check with friends and family that you may have corresponded with from that account for help.
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Email subject lines need to be exact.
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When you enter your email address, keep in mind that some domains may be country specific such as @outlook.co.uk.
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If you’ve had your account for several years, the details on file may not match your current situation, so think about what you may have entered when you first signed up. Is it possible that you moved or changed your name?
You'll be asked for the SkypeID or names of contacts on their account. If you use Skype to call mobile or landline phones, you’ll also be asked for some of those along with details about a recent Skype purchase.
You'll be asked to provide the hardware ID of a console that you’ve used frequently. Make sure you get the ID from a console you use a lot. If you recently bought a new one, try to get the hardware ID from your old console.
Think about passwords that you use on other accounts that you may have used here. List old passwords you may have used. Check your web browsers to see if you saved a password there. For help with how to check for saved passwords here are a few suggestions from common browsers and tools:
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For passwords you may have saved to Microsoft Edge or Windows Web Credentials, see Save or forget passwords in Microsoft Edge or Accessing Credential Manager.
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If you use a Chrome browser, see Manage passwords
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For passwords saved to Mac or iOS devices, see View the information stored in a keychain on Mac or Set up iCloud Keychain
3. Fill out the form
If possible, complete the form using a device you previously used to sign into your account and at a location where you commonly use that device and that we'll recognize, such as your home or office.
When you're ready, you can find the recovery form here: Account recovery form
Important:
-
If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you, sorry. To protect your account and its contents, our support agents are not allowed to send password reset links, or access and change account details.
-
If you have not turned on two-step verification and don't recognize any of the verification email or phone options when trying to reset your password, use the Sign-in Helper tool.
The Microsoft account you've entered does not exist.
If you see the message "The Microsoft account you've entered does not exist.", check the spelling of your entry carefully. If it's correct, please read My username and password have stopped working.
4. After you submit the form
We'll send the results of your recovery request to the working email address you provided at the beginning of the form within 24 hours.
Your next steps depend on whether we could verify your account:
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We could not verify your account |
We verified your account |
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Keep trying as many times as you want, up to two times per day. |
We'll use the same working email to send you instructions for how to sign back into your account. |
Once you're able to get back into your account, review How to help keep your Microsoft account safe and secure. Here you'll find guidance for how to secure your account going forward, make it easier to reset a password, and provide additional methods you can use to verify your account.
Important: To protect your account and its contents, our support agents and advocates are not allowed to send password reset links or access and change account details.
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