Cannot access old Outlook account, old mobile number is also the recovery number, I don't have access to the old number. Forgot password too, done a forgot password form which has said I haven't provided enough information .I need access ASAP. Please help

Courtney Jones 0 Reputation points
2026-11-10T14:19:42.6733333+00:00

Cannot access old Outlook account, old mobile number is also the recovery number, I don't have access to the old number. Forgot password too, done a forgot password form which has said I haven't provided enough information .I need access ASAP. Please help me. I need someone to contact me

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Vikki-T 14,115 Reputation points Microsoft External Staff Moderator
    2026-11-11T07:21:42.68+00:00

    Hi Courtney Jones,

    I understand how concerning this is when both the password and the old recovery number are no longer available.

    Please note that this is a user-to-user support forum, so community members cannot access the account, arrange a callback, change its security information, or approve a recovery request. Microsoft Support agents are also unable to override the ownership-verification process.

    Could you confirm whether two-step verification was enabled on the account and whether the account is still signed in on any trusted device? This distinction is important because, if two-step verification was enabled and no alternate verification method or recovery code remains available, Microsoft cannot bypass that protection.

    If two-step verification was not enabled, use the official Microsoft Sign-in Helper and resubmit the recovery form using a familiar device and location, with as many exact historical details as possible.

    You may also https://support.microsoft.com/contactus for further clarification about the recovery process and any available options. However, please keep in mind that Support cannot manually approve the recovery request, change the security information, or bypass account verification.

    Thank you so much for your understanding.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-11-10T14:20:22.5933333+00:00

    Use Microsoft’s Sign-in Helper now; if it cannot restore access, resubmit the recovery form with stronger historical evidence from a familiar device and network.

    1. Run the Sign-in Helper

    Open the Microsoft account Sign-in Helper, enter the locked Outlook.com address, and follow the result it provides. Microsoft directs Outlook.com users who cannot sign in to this tool, including when old verification details are unavailable.^1^

    2. Retry the recovery form with additional evidence

    Since the first form was rejected, do not submit the same information unchanged. Microsoft permits up to two attempts per day and sends each result to the working contact email within 24 hours.^2^

    For the next attempt:

    1. Use a computer or phone previously used with this account.
    2. Submit it from a familiar location and network, such as your home Wi-Fi.
    3. Provide a different working email address to receive the result if necessary.
    4. Gather and enter as much historical information as possible:
      • Previous passwords, including your best guesses.
      • Exact email subject lines and addresses of contacts.
      • The name, birth date, address, or postcode originally entered—not necessarily current details.
      • Information about Xbox, Skype, OneDrive, or other Microsoft services used with the account.
      • Xbox console hardware information or Microsoft purchase details, if applicable.
    5. Ask previous correspondents to check messages from the account so you can provide exact subject lines.

    Guessing is allowed; incorrect guesses do not count against you. Microsoft evaluates the overall evidence provided.^2^

    3. Contact Microsoft Support for guidance

    Go to Contact Microsoft Support, enter Microsoft account recovery, select Get Help, and then select Contact Support if that option appears. If sign-in is required, use another accessible Microsoft account.

    Support can explain the recovery process or route the case, but agents cannot send a password-reset link, reveal a password, change the recovery phone number, or manually grant access.^3^ Outlook.com support likewise cannot override sign-in verification.^4^

    Important limitation

    If two-step verification was enabled and the old phone was the only available verification method, the recovery form cannot bypass it. Microsoft states that access cannot be restored without one of the alternate verification methods in that situation.^2^

    Do not post the email address, old phone number, passwords, or recovery-form answers publicly.

    References

    1. I can't sign in to my Microsoft account | Microsoft Support
    2. Help with the Microsoft account recovery form | Microsoft Support
    3. Change or reset your Microsoft account password in Windows | Microsoft Support
    4. How to get support for Outlook.com | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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