Can't recover access to old email address

Rachael Hutchins 0 Reputation points
2026-09-01T20:16:00.77+00:00

Is it possible to chat to or email or even phone a real person at Microsoft when I can't find the info I need? I'm trying to recover access to an ancient email address - I have the username and password but when I log in it wants to send a verification email to the secondary email address I obviously set up at the time, which no longer exists. When I click on 'I no longer have access to this' it takes me to an account recovery page, which I have completed multiple times but it just sends me an email saying I haven't provided enough info to recover the account. I haven't accessed it for several years but I now really need some info I can only find in there. Can anyone help please?

Outlook | Web | Outlook.com | Email
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Rachael Hutchins 0 Reputation points
    2026-09-01T21:26:39.86+00:00

    Update: I managed to find the chat page - VERY difficult! - and chatted with a real person who has assured me they are liaising with the account recovery team to help me get into my account. I had to complete the account recovery form again for the millionth time, and got the same automated response saying I hadn't provided enough info to prove my ownership of the account, but the support person I was chatting with said I could ignore that. I have a case number and am awaiting the arrival of an SIR number, and then supposedly someone from account recovery will contact me. I live in hope...

    Was this answer helpful?

  2. AI answer

    2026-09-01T20:16:18.6933333+00:00

    Yes. A real person can be reached through Microsoft Support, but support agents still cannot bypass account verification, send password reset links, or manually change account security details.

    For this situation, the supported path is:

    1. Start with the Sign-in Helper tool, because it is the first recommended step for most Microsoft account sign-in problems.
    2. If the old recovery email or phone is no longer available, select I don't have any of these during sign-in and follow the prompts.
    3. Complete the Account recovery form again from a device and location previously used with that account, if possible. That improves the chance of successful recovery.
    4. Include as much exact historical information as possible:
      • old passwords used on the account
      • exact email subject lines
      • contacts previously emailed
      • correct account domain such as .com vs .co.uk
      • older account details that may have been used when the account was created
    5. If the username is not found or the password appears correct but sign-in still fails, use Recover your account.
    6. To speak with a real person, use Contact Microsoft Support, enter the problem, select Get Help, and then Contact Support.

    Important limits for this case:

    • If two-step verification was turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support.
    • If the account has not been used for several years, older account details may be required because current details might not match what was originally registered.
    • Even when contacting a live agent, account ownership still must be verified through the official recovery process.
    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.