LOG IN ISSUE

Question

LOG IN ISSUE

Angel Jimenez 0

Hello, I need help recovering access to my Microsoft account.

I no longer have access to my old security email. I successfully verified my identity and changed my password. However, my security information replacement was later canceled.

I still have access to my current recovery email and can provide any information needed to verify that I own the account.

I would like a Microsoft support representative to investigate why my security information replacement was canceled and help me replace my old inaccessible security email so I can regain access to my account.

I have already attempted the recovery process and would prefer not to submit more recovery forms or reset my password again.

Thank you for your help.

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1 answer

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Answer 1

Hello,

Are you currently able to sign in to your Microsoft account, or are you being asked to verify your identity using your old, inaccessible security email?

If you can sign in to the Security Settings page with your Microsoft account password and current recovery email address, you can remove the old security email address from your account.

Open an InPrivate Window.
Go to: https://account.live.com/proofs/Manage
Verify your identity and sign in. Then remove the old security email address.
Make sure you have at least three security verification methods set up to verify your identity.

However, if you still see the old security address and you cannot sign in to the security settings page, replace the security information:

verify (1)

If you remove all of your previous security information and replace it with something new, your account will be put into a restricted state for 30 days.

However, the security information change request will not be canceled without your consent. If someone had access to your device or account, they may have canceled the request accidentally. Therefore, if you still see the old security email address and the message stating that your 'security information change is pending' no longer appears, you may need to submit the change request again.