Microsoft account recovery starts with the sign-in helper at aka.ms/sign-in-helper, which checks the email address or phone number you sign in with and tells you what's wrong. If that doesn't get you back in, you fill in the account recovery form, and Microsoft reviews your answers and replies within 24 hours, as of October 2026.
Here's the catch. Microsoft's support agents aren't allowed to send password reset links, or to access and change account details, so nobody can shortcut this for you. And if you turned on two-step verification and can't reach any of your alternate verification methods, Microsoft says plainly that it can't help. Whatever you do next, it's you, the sign-in helper and the form.
Which route gets you back in
Pick the row that matches what's happening on your screen. Each one is a different door, and starting at the wrong one wastes time.
| What's happening | Where to go, as of October 2026 |
|---|---|
| You forgot your password and can still get codes | Forgot password? on the sign-in page, then a code to your recovery phone or email |
| You don't recognise the email or phone options offered | The sign-in helper |
| You've forgotten your username | The username lookup, using your security phone number or email |
| You saved a recovery code | Other ways to sign in, then enter the code |
| You see "We couldn't find an account with that username" | The sign-in helper |
| None of the above works | The account recovery form |
| It's a work, school or Entra ID account | Your IT admin, or work or school password reset |
If you still know your password and only want a new one, that's a different job, and my guide to changing your Outlook password covers it. One more thing to rule out first: if you haven't signed in for more than two years, the account may have been deleted, and a deleted account can't be reopened.
The sign-in helper does the diagnosis
The helper asks for the email address or mobile number you're trying to sign in with and checks the details. If it finds a problem, it tells you what to do to solve it. If it doesn't find one, it walks you through how to help yourself. Microsoft says most sign-in issues can be identified this way, and it recommends trying the helper before the recovery form, because the form takes time.
Finding a forgotten username
You can look up your username if you previously added security information, meaning a phone number or email address that proves it's you.
- Open the username lookup and enter your security contact phone number or email address.
- Request a security code to that phone or email.
- Enter the code and select Next.
- Microsoft shows a hint of the username in this format: j********@outlook.com.
A phone number or email address can be security information for more than one account, so the hint might not be the account you expected. If the lookup doesn't work, Microsoft suggests looking for the username inside other products or services you know are tied to that account.
Signing in with a recovery code
A Microsoft account recovery code is a 25-digit code that gets you back in if you forget your password or the account is compromised. It only helps if you made one before you got locked out.
- Enter your username at account.microsoft.com/account.
- Select Other ways to sign in.
- Select Use my password, then Forgot password?
- Select Use a different verification option, then I don't have any of these.
- At the Do you have an account recovery code? prompt, enter the code.
- Update your password when you're offered the option.
Recovery codes aren't case-sensitive and don't need spaces or dashes. If your account has two-step verification turned on, you'll wait 30 days for the changes to take effect. You can't retrieve or download an existing code. If you can still sign in, you can generate a new one at any time from the Manage how I sign in page at account.live.com/proofs/manage/additional, under Recovery code. The moment you create a new code, every previous code stops working. Microsoft's advice is to print it, keep it somewhere safe and never store it on a device you use to sign in. Once you're back in, pair it with a strong password.
How to fill in the recovery form so it's accepted
The form asks questions only the owner could answer. It's lengthy on purpose, and the more you give it, the better your chance.
- Have a working email account you can open. Any active address works, even a friend's or relative's, or you can create a free temporary outlook.com account. Microsoft only uses it to contact you about this request.
- Gather everything you can about the services you used with the account before you start.
- Fill in the form on a device you've used to sign in before, at a place you usually use it, such as home or the office.
- Answer every question you can. Guessing is fine, because wrong answers don't count against you, and fill in as much as you can wherever it lets you add more.
- Submit it and watch the working email for the result within 24 hours.
The questions depend on what you used the account for. For Outlook.com or Hotmail, you'll be asked about contacts and email subject lines, and the subject lines need to be exact, so ask friends and family you emailed for help. Watch for country-specific domains such as @outlook.co.uk. If you've had the account for years, think about what you entered when you signed up, in case you've since moved or changed your name.
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For Skype, expect questions about your Skype ID or contact names, and if you called phones, some of those numbers and a recent Skype purchase. For an Xbox, you'll need the hardware ID of a console you use a lot, so if you've just bought a new one, get the ID from the old one. List old passwords you might have used here, and check your browser for saved ones.
What happens after you send it
| Result | What you do next |
|---|---|
| Microsoft couldn't verify your account | Try again as many times as you want, up to two times per day |
| Microsoft verified your account | Follow the sign-in instructions sent to your working email |
If the form says the Microsoft account you've entered doesn't exist, check the spelling carefully before anything else.
My verdict on Microsoft account recovery
I'd always start with the sign-in helper, because it's quick and it often tells you the problem isn't what you thought. I'd only go to the form when the helper runs out of road, and then I'd do it slowly, on my usual laptop at home, with old subject lines and contacts in front of me. And once you're back in, make a recovery code and print it. It's the one thing that would have saved you this whole afternoon.
Frequently asked questions
How long does Microsoft account recovery take?
Microsoft reviews the recovery form and sends the result to your working email within 24 hours.
Can Microsoft support reset my password for me?
No. Support agents aren't allowed to send password reset links or access and change account details.
How many times can I submit the recovery form?
If Microsoft couldn't verify your account, you can keep trying up to two times per day.
Can I download my existing recovery code?
No. You can't retrieve or download an existing recovery code, but if you can sign in you can generate a new one, which cancels the old one.
What if I haven't used my Microsoft account in years?
If you haven't signed in for more than two years, the account may have been deleted, and it can't be reopened.
