Lost email address

Michael Newman 0 Reputation points
2026-11-05T13:55:19.54+00:00

I have lost my original email address, due to either a virus or hacking. When I try to contact Microsoft, it says that this account or my phone number does not exist. I have had to factory reset my laptop and have opened a new outlook account.

I also have a home version of Microsoft 365 (subscription is paid up to August 2027), but I cannot download this because it is linked to my old email address ( which is not recognized ).

My old email address was ******@msn.com.

Is there anyway to download Microsoft 365, via my new email and password (important) , and get back my old email if possible.

I can supply my full details, if requested.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. EmilyS726 278.3K Reputation points Independent Advisor
    2026-11-05T14:28:04.7366667+00:00

    Hello

    It sounds like your account might have been hacked and taken over.

    I am so sorry this happened. Please fill out the Recover My Account form: https://aka.ms/recovermyaccount

    Instruction for each field can be found here: https://support.microsoft.com/accounts-billing/manage/guidance-notes-for-the-microsoft-account-recovery-form

    Contact email: Use an email address you currently have access to. This is where Microsoft can contact you regarding your request.

    Response time: A response may take around 5 business days, although this is not guaranteed. Please save this to your safe sender: [email protected]

    Date of birth: Pay close attention to the required date format. This is an area where users sometimes make mistakes because it is asking for US date format.

    Account information: Provide as much accurate information as possible. If you genuinely don't know an answer, it is better to leave it blank if allowed rather than guess.

    Device and location: If possible, complete the form using a computer, Wi-Fi network, and location you normally use to access your account. This may help Microsoft recognize your usual sign-in activity.

    ============================

    Also, to avoid any misunderstanding or false expectations, I'm an independent community user. I can help you navigate and make sure you are using the right tool/resources, but I don't have access to your account and cannot manually recover or unblock it. The final decision is made by the account security review team, so I cannot guarantee the outcome.

    Microsoft Support also cannot bypass the required account verification or reinstatement process.

    Lastly, please don't share any passwords, verification codes, or other private account information here, as this is a public forum.

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  2. AI answer

    2026-11-05T13:56:09.7066667+00:00

    Recover access to the original Microsoft account first, because the paid Microsoft 365 subscription cannot be transferred to or activated through the newly created account.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Transfer a Microsoft 365 subscription to another account")

    1. Recover the original account

    Because Microsoft reports that the old @msn.com username or telephone number does not exist:

    1. Open Microsoft’s I can’t sign in page and select the Sign-in Helper button.
    2. Enter the complete old address, including @msn.com.
    3. Carefully check the spelling. If another email alias, Skype name, or telephone number was previously attached to the account, try that identifier instead.
    4. Follow the diagnosis and recovery instructions displayed by the tool.^2^

    If the account is found but the security email or telephone number is unavailable, complete the Microsoft account recovery form:

    • Use the new Outlook address as the working contact email.
    • Provide as much historical information as possible: old passwords, exact email subject lines and contacts, billing information, and details of other Microsoft services used.
    • If possible, submit it from a previously used device and usual location.
    • Microsoft sends the result to the contact address within 24 hours. An unsuccessful request can be retried up to twice per day.^3^

    If two-step verification was enabled and none of its verification methods or backup codes remains accessible, support cannot bypass that protection or manually change the account details.^3^

    2. Reinstall Microsoft 365 after recovery

    Once access to the original account is restored:

    1. Sign in to the Microsoft account dashboard with the recovered account.
    2. Open Services & subscriptions.
    3. Locate the paid Microsoft 365 subscription and choose its installation option.
    4. Install the applications, then sign in to them with that same recovered account.

    The account associated with Microsoft 365 identifies who owns the licence and is used to install and activate the applications.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "About accounts in Office | Microsoft Support")

    3. If recovery still says the account does not exist

    Use Contact Microsoft Support from the “I forgot the account I use with Microsoft 365” page, enter the problem, select Get Help, and then Contact Support. Ask for help locating the subscription account and investigating its billing status. Support can investigate, but agents cannot send password-reset links or override account security.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365 for business")

    Have non-sensitive proof of purchase available, such as the subscription date, payment method, order or transaction reference, and billing name. Do not post passwords, payment-card details, telephone numbers, recovery codes, or other personal information in this public forum.

    Creating the new Outlook account does not move the subscription: Microsoft explicitly does not support transferring an existing Microsoft 365 subscription between Microsoft accounts.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Transfer a Microsoft 365 subscription to another account") If the original account ultimately cannot be recovered, support must determine what billing options are available; the new account alone cannot claim that existing subscription.

    If the old @msn.com address was deliberately removed as an account alias, it is permanently deleted and cannot be attached to another Microsoft account.^6^ This limitation applies only if the alias was actually removed, not merely because sign-in currently fails.

    References

    1. [Transfer a Microsoft 365 subscription to another account | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    2. I can't sign in to my Microsoft account | Microsoft Support
    3. Help with the Microsoft account recovery form | Microsoft Support
    4. [About accounts in Office | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    5. [Microsoft 365 for business](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    6. Email adress alias recover - Microsoft Q&A
    AI-generated content may be incorrect. Read our transparency notes for more information.

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