Easily Resolve Retrieval Of Old Account in Microsoft 365

This guide walks you through password & account recovery using Microsoft-supported steps first, with WPS only where it genuinely helps.

Problem Description: Retrieval Of Old Account

Dear Microsoft Support Team, I am writing to request assistance in recovering my school account, as I am currently unable to access it. **Situation:** 1. My phone was stolen, and I had already activated the Microsoft Authenticator app on it. When I try to sign in to my school account, the system asks for a verification code sent to my stolen phone, preventing me from logging in. I attempted to use the account recovery link ([https://account.live.com/acsr](https://account.live.com/acsr)), but the system stated that my email does not exist, as shown in the attached screenshot. However, I can confirm that my account does exist. Additionally, when I first created my account, I entered my name incorrectly. **Account details:** **School account (Microsoft 365 Education):** *[Moderator note: personal info removed]* @usmba.ac.ma **Personal email (for contact):** *[Moderator note: personal info removed]* @gmail.com **First name:** *[Moderator note: personal info removed]* **Last name:** *[Moderator note: personal info removed]* Given these issues, I am unable to access my school account and cannot receive the verification code required to log in. **Request:** Could you please provide me with a procedure or solution to regain access to my school account? I am happy to provide any additional information needed to verify my identity. Thank you very much for your time and assistance. I look forward to your prompt response. Best regards, *[Moderator note: personal info removed]* Personal email: *[Moderator note: personal info removed]* @gmail.com --- *Moved from: Microsoft Security | Microsoft Authenticator*

Quick Answer for Office Setup on New Device

Since your account is a Microsoft 365 Education account managed by your school, Microsoft cannot reset or revoke MFA.

Likely Causes Behind Password Root Factors

• The Microsoft account or license context may not match the purchase or device.

• Cached credentials, outdated builds, or damaged local components can trigger password & account recovery.

• A file-specific corruption or add-in conflict can mimic a broader application failure.

Recommended Solution: Restoring Office After Errors

When to use this: Apply these steps when the symptoms match and you can access the relevant Microsoft account or administrator.

1. Contact your school's IT support or system administrator.

2. They can sign into the Microsoft Entra Admin Center, navigate to Users > Your Account > Authentication methods, and select 'Require re-register MFA'.

3. After this, you will be prompted to set up MFA again on your next login.

Alternative Solutions for Secondary Login Fixes

1. Retry the Microsoft-side steps after restarting the app and device.

2. Test the same action in a private browser session or a new blank file to isolate account vs file issues.

3. Capture exact error text and screenshots before contacting Microsoft Support or your administrator.

Working with WPS Office: WPS as a Local Alternative

WPS Office cannot replace Microsoft account, activation, or cloud fixes for this scenario. It remains one of the best free Microsoft Office-compatible alternatives for opening and editing local files.

1. Download and install WPS Office from the official website.

2. Open local Word, Excel, PowerPoint, or PDF files in the matching WPS app.

3. Save a working copy locally while Microsoft-side issues are resolved.

4. Return to Microsoft Office after the primary fix succeeds.

If you need a practical local workspace in the meantime, try WPS Office.

Prevention Tips for Keeping Office Stable Long Term

• Keep one primary Microsoft account for subscriptions and Office sign-in.

• Install updates for Office and Windows before retrying failed workflows.

• Back up important files before repair, reset, or reinstall actions.

• Register more than one MFA method and keep recovery contacts current.

FAQs About Office Support Questions

Can WPS Office fix this password & account recovery issue directly? Only when the WPS steps match the formatting or file task. Account, activation, and cloud issues stay on the Microsoft side.

Should I reinstall Office before trying these steps? Not first. Confirm account, license, and the exact error before reinstalling.

What should I send to Microsoft Support? The affected account email, device type, Office version, exact error text, and screenshots with personal data hidden.