Old email was closed. Don't have access to verification code to download video extension

Blanca N Garcia 0 Reputation points
2026-09-07T20:36:36.9866667+00:00

My hotmail account was closed. The verification email was changed too. I need to download a HEVC video extension but can't due to not having access to old credentials.

My new email is ******@outlook.com

my new verification email is ******@gmail.com

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Hornblower409 14,425 Reputation points
    2026-09-09T01:14:56.5866667+00:00

    @Blanca N Garcia said

    My hotmail account was closed. The verification email was changed too

    The only way you might be able to recover your original account is by using the Account Recovery Process
    https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

    Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

    I need to download a HEVC video extension

    You need to start a new thread using the "Ask a question" button at the top of this page to create a new Question and include the details for your problems getting a HEVC video extension.

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  2. AI answer

    2026-09-07T20:36:47.99+00:00

    If the old Hotmail account and old verification method are no longer accessible, the supported recovery path is:

    1. Start sign-in to the Microsoft account.
    2. At the Verify your identity prompt, select I don't have any of these.
    3. Follow the prompts to replace the security info with a reachable method.
    4. If all security info is being replaced, there is a 30-day wait before sign-in is restored.

    If the password is also unknown and none of the old security info can be used, submit the account recovery form and provide as much accurate account detail as possible.

    If access is still blocked, support can help with technical guidance, but support agents cannot send verification codes, send password reset links, or change account details.

    Do not change all security info at the same time unless necessary, because that can restrict the account for 30 days.

    Verification codes sent by email can only be sent to the primary alias or another email already added as a way to verify sign in. Simply having a new email address does not automatically change where verification codes are sent.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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