Managing personal Outlook.com account settings, security, and privacy
That symptom usually means the Microsoft account security info was changed to an unfamiliar address. The supported recovery path is:
- Scan the PC for malware before changing anything
- Open Windows Security.
- Go to Virus and threat protection.
- Select Scan options > Full scan > Scan now.
- This should be done before changing or resetting the password.
- Use the Microsoft sign-in helper
- Start here: Start
- Enter the Microsoft account email address or phone number.
- The tool will either provide self-help steps or offer the option to talk to an agent.
- If sign-in still fails, try account recovery
- Use Recover your account: Recover your account
- Enter the email address, phone number, or Skype name used to sign in.
- If prompted, choose where to receive the security code, enter the code, and set a new password.
- If the account is not recognized
- Check that the correct Microsoft account domain and spelling are being used.
- If the original sign-in address is no longer recognized, try any other alias or phone number previously added to the account.
- After access is restored, review account settings
- Check connected accounts, forwarding, and automatic replies, because some settings may have been reset after unauthorized access.
- If recovery does not work
- Use Microsoft Support through Get Help and Contact Support.
- Support can route the case to the best support option, but support agents are not allowed to send password reset links or directly change account details.
If the unfamiliar address replaced the account’s security information, the official recovery flow above is the path Microsoft provides.
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