I cannot access passkey and old email address on my account

Question

I cannot access passkey and old email address on my account

Adrian Passmore 0

I previously used the email address of a<PII removed>@blueyonder.co.uk on my Microsoft 365 account. I no longer have access to that email or associated passkey and therefore cannot log in to your products on my iPhone, iPad,

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2 answers

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Answer 1

Hello Adrian Passmore,

Sorry you’re locked out of Microsoft 365 on your iPhone and iPad after losing both the old email and the passkey. We can’t reset that from here, but there is a supported way to try to get back in.

First run the Microsoft account sign-in helper with the old sign-in address (and any phone number or other alias that might still be on the account).
If it still wants a code on the old mailbox or the missing passkey, click on Sign in another way if another method is offered.
If nothing else is available, fill in the Microsoft account recovery form from a device and location you’ve used with the account before. Use a mailbox you can open (even a new one) so they can reply. Add as much as you remember — old passwords, products you used, billing, contacts.

Once you’re in, add a current email and a new passkey so this doesn’t happen again.

Answer 2

For a personal Microsoft 365 account, the supported recovery path is to use the Sign-in Helper tool first. It checks the email address or phone number entered and either identifies the problem or guides the next recovery steps.

If the old email address is no longer accessible and the passkey is no longer available:

Use the Sign-in Helper tool.
If the account is recognized but the password or sign-in method no longer works, use Recover your account and complete identity verification:
- enter the email address, phone number, or Skype name used to sign in
- choose where to receive a security code
- enter the code
- set a new password
If the username is not recognized, check for common issues:
- confirm the correct email domain, such as .com vs .co.uk
- check for spelling differences in the email name
- try another alias or phone number that may be on the account
If the old sign-in email cannot be remembered or confirmed, check devices or apps where the account was already signed in:
- Windows 10/11: Start > Settings > Accounts > Email & app accounts
- Office apps: File > Account and look for Belongs to
- check email accounts for Microsoft receipts or subscription emails
If passkey sign-in fails because the passkey is no longer valid on the device, choose Sign in another way, then after access is restored, set up a new passkey and remove old passkeys that no longer apply.

If none of the recovery options work, use Contact Support from Microsoft Support. Support agents cannot send password reset links or change account details without proper validation.

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