Lost email address

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