Trying to Recover MS account?
đ How to Recover or Replace a Locked Microsoft Account After a Scam, Lost Phone, or Memory Issues
If you've lost access to your Microsoft account due to an old phone number, forgotten password, or email changesâespecially after a scamâyou're not alone. This guide walks you through how to assess what's at risk, recover what you can, and rebuild access when memory or security issues make the usual process difficult.
đ Step 1: Work Out What's Actually on the Old Microsoft Account
Before trying to recover anything, figure out what the old account was being used for.
Ask (or answer) these questions:
Question
Why it Matters
Did you use Outlook.com or Hotmail email?
Your email history and contacts may be tied to the account.
Did you store any documents in OneDrive?
Important files (e.g. health plans, photos) may only be in that cloud account.
Was Microsoft Office installed through a Microsoft 365 subscription?
Subscriptions can't be transferred without access.
Was the Microsoft account used to log in to the PC itself?
The Windows user account may be locked or encrypted.
Did you use the Microsoft Store or purchase apps?
Apps, assistive tools, or licences are linked to the account.
Was Skype, Xbox, or any other Microsoft service linked?
Contacts, subscriptions, or licences may be at risk.
𧞠Create a quick inventory of what's at stake. If thereâs nothing important saved, skip recovery and go to Step 5.
đ Step 2: Try to Access the Account From a Trusted Computer
If the PC is already logged in to the old Microsoft account, you may still be able to update it.
Check:
Go to Settings > Accounts > Your Info.
Look for the email address associated.
If itâs still logged in:
Go to https://account.microsoft.com/security
Try to add a new phone number or email as a recovery method.
Check if you can change the password.
If it prompts for a code sent to an old phone/email you no longer have access to, continue to the next step.
𧞠Step 3: Try the Microsoft Account Recovery Form
If the account is fully locked:
Visit: https://account.live.com/acsr
Enter the email address youâre trying to recover.
Enter a working contact email (so Microsoft can send replies).
Fill in as much detail as possible:
Any old passwords
Names of frequent email contacts
Titles of recent emails sent
Information about recent purchases or subscriptions
Devices used to access the account
â ď¸ Warning: If you canât fill in enough details (especially for clients with memory issues or Alzheimer's), Microsoft may reject the request.
Youâll receive an email within 24 hours saying either:
â âWeâve verified your identityâ â Youâll be allowed to reset your password.
â âWe couldnât verify your identityâ â Move to Step 5.
đ Step 4: Contact Microsoft Support (Optional but Worth Trying)
If the recovery form fails and access is critical:
Visit: https://support.microsoft.com
Choose:
Account & Billing
Then Microsoft Account > Recover my account
Use Live Chat or Call Support.
Explain clearly:
The client was scammed, changed contact info for safety.
They have memory issues and donât have old access.
They are trying to recover Office, OneDrive or login access.
In rare cases, Microsoft support may help deactivate the old account and transfer licences to a new one if you can verify device ownership.
𧟠Step 5: Set Up a New Microsoft Account (If Recovery Fails)
If the old account canât be recovered, start fresh:
Create a new account: https://signup.live.com
Write down the new:
Email
Password
Recovery phone number
Recovery email
Save the info in a password manager or physical notebook.
đŚ Step 6: Reinstall or Re-Activate Microsoft Products
For Windows Updates:
Go to Settings > Windows Update
Run updates manually â you donât need an account for basic Windows updates.
For Microsoft Office:
Check if it was a one-time licence or Microsoft 365 subscription.
If one-time:
Try reinstalling from https://setup.office.com
Use the product key (if you have it).
If not recoverable:
Purchase a new one-time licence (e.g. Office Home & Student ~$219 AUD)
Or subscribe to Microsoft 365 Personal (~$99/year)
đ If the original Office was installed by a tech or retailer, call them to check if they still have the product key.
đ§ Tips for Clients With Memory Loss or Dementia
Avoid accounts with 2FA tied only to mobile phones.
Use paper backups for emails and passwords.
Store passwords in:
A local password manager (e.g. Bitwarden)
A printed password card stored in a safe place
Consider creating a family group on Microsoft so a trusted carer can help with recovery in future: https://account.microsoft.com/family
Summary: What to Do Based on Account Importance
Scenario
Recommended Action
Files or email needed from old account
Try Steps 2â4 first, escalate to Microsoft
Office licence only and no backup
May need to repurchase or contact support
Nothing valuable in old account
Skip recovery, go straight to Step 5â6
Want Help Doing This?
If you're a support worker or carer, Allen Wade provides in-home or remote tech setup sessions to:
Help recover locked accounts
Set up secure password systems
Configure Windows and Microsoft updates
Document everything so it's simple to maintain
đ Microsoft Authentication Factors for Home Users
1. Password
This is the primary authentication method.
Strong password requirements: 8+ characters, mix of letters, numbers, symbols.
If forgotten, password reset requires access to one of the recovery factors below.
2. Email-Based Two-Step Verification (2FA)
Microsoft can send a code to a secondary email address if previously set.
You must still have access to that email to use this.
3. Phone-Based Verification
SMS or voice call sent to the registered mobile number.
Used both for:
Two-step verification
Account recovery
If the number is disconnected, this method fails unless youâve added alternatives.
4. Microsoft Authenticator App
Optional but strongly recommended.
Push notifications or one-time codes via app.
App can also generate backup codes in advance.
If the app was only installed on a lost/stolen phone and no other methods were set, access can be lost.
5. Recovery Codes (Single-Use Codes)
A one-time recovery code can be generated and printed/saved.
Acts as a backup when other methods fail.
Only available if you set this up in advance at https://account.microsoft.com/security
6. Trusted Devices
If youâve previously signed into your Microsoft account on a particular computer or browser, that device may allow access without second-factor verification.
Some settings changes still require confirmation, but you may be able to:
Log in
Add recovery options
Reset your password
7. Security Questions (Legacy, Rare Now)
Microsoft no longer uses security questions for password recovery on personal accounts.
If you see them, itâs usually on older accounts created pre-2016.
8. Alternate Sign-In Options (Windows Hello, PIN, etc.)
These are local to the device (e.g. fingerprint, face recognition, PIN).
Helpful for daily access, but donât help with full account recovery.
đ§ Recovery Tip for Home Users (Especially with Memory Loss)
Microsoftâs recovery system assumes access to at least one registered method.
If none work, the Account Recovery Form (https://account.live.com/acsr) is your only fallbackâbut it relies on your ability to answer history-based questions (e.g., past subject lines, contact names, etc.)
đ Best Practice Setup (For New or Recovered Accounts)
Once you regain access or create a new Microsoft account, immediately do this:
Add at least 2 recovery methods (email + phone)
Enable Microsoft Authenticator app on your phone
Generate a recovery code and store it safely
Add a trusted family member to Microsoft Family Safety
Save your login info in a physical notebook or password manager