Recover changed email

If the email address was changed on the Microsoft account, the password stays the same across aliases. A Microsoft account can use any alias to sign in, but verification codes sent by email can only go to the primary alias or another email added as a sign-in verification method.

Try this in order:

1. Use the Sign-in Helper first: Sign-in Helper. It checks the account details entered and guides the next recovery steps.
2. Double-check the sign-in name carefully:
   • Make sure the email domain is correct, such as .com vs .co.uk.
   • Make sure the email name was typed correctly.
   • If another alias or phone number was added to the account, try that instead.
3. If the password is no longer accepted, start Recover your account: Recover your account
   • Enter the email address, phone number, or Skype name used to sign in.
   • Choose where to receive the security code.
   • Enter the code.
   • Set a new password.
4. If the account says access is lost or the verification options are not recognized, use the account recovery form guidance. A working email account is required so Microsoft can respond about the recovery request.
5. If sign-in still fails after recovery attempts, use Contact Support from Microsoft support.

Important:

• Support agents cannot send password reset links or change account details.
• If two-step verification was turned on and none of the alternate verification methods are accessible, support cannot help regain access.
• If the issue started after changing aliases, use the guided support tool for changes to email addresses associated with the Microsoft account and how they are used to sign in.

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Change the email address for your Microsoft account
• How to get a Microsoft account recovery code