unlock my account and recover old data

Account and data recovery depend on successfully regaining access to the underlying Microsoft account. Use the official self-service recovery tools; support agents cannot manually unlock or restore accounts or data.

Follow these steps:

1. If the Microsoft account password stopped working
   1. Go to Recover your account: https://account.live.com/password/reset
   2. Enter the email address, phone number, or Skype name used for the Microsoft account.
   3. Verify:
      • Ensure the correct email domain is used (for example, .com vs .co.uk).
      • Check the email name spelling.
      • If the primary email is not recognized, try another alias or phone number on the account.
   4. Choose where to receive the security code, select Next, then Send code.
   5. Enter the code in Verify your identity, select Next, then set a new password.
2. If the username or account is not recognized
   • If the message "We couldn't find an account with that username" appears, use the Sign-in Helper tool: https://go.microsoft.com/fwlink/?linkid=2214157
   • If the username has stopped working, follow the guidance in My username and password have stopped working and, if still blocked, use the Contact support option provided there to explain that the username is no longer recognized.
3. If the account was hacked or taken over
   • Use the official hacked/compromised account recovery guidance referenced in the Q&A answers. The only supported way to recover a hacked Microsoft account is via the official troubleshooter and recovery web form.
   • If security info (recovery email/phone) was changed by someone else and the recovery web form fails, there is no alternative method; Microsoft Support cannot override the automated process.
4. If standard reset options do not work
   1. Use the Sign-in Helper tool first: https://go.microsoft.com/fwlink/?linkid=2214157
   2. If still blocked, complete the Microsoft account recovery form:
      • Ensure there is a working email address that can receive messages about the recovery request (this can be any active email, including a new Outlook.com address created via Create one on https://account.microsoft.com).
      • Provide as much accurate information as possible about the account (old passwords, services used, etc.).
      • Microsoft reviews the form and responds within about 24 hours.
5. If account recovery is unsuccessful
   • Recovery can be attempted multiple times, up to two times per day.
   • Before trying again, review the guidance for filling out the recovery form to improve the chances of success.
   • If the recovery form cannot be used because the additional security info is not recognized, use the Sign-In Helper again.
   • For security reasons, support agents cannot send password reset links or change account details manually.
6. About old email data
   • Access to previous email data (for example, mailboxes associated with a domain that changed ownership) depends entirely on successfully recovering the Microsoft account that owns those mailboxes.
   • If the account cannot be recovered through the automated tools and forms, the associated data (including old email) cannot be restored by support.

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• Hello , welcome to Account help & learning
• my microsoft account has been compromised - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• Me robaron una cuenta - Microsoft Q&A