Password & Account Recovery

How to Recover Office 365 Access After Changing Email and Phone

Maira Mehtab Sep 21, 2026 868 views

Question details

The user needs to recover a Microsoft 365 account to update security information or cancel a subscription, but cannot sign in because their associated email address and phone number are no longer accessible.

Product: Microsoft Office 365
Device & OS: not provided
Scenario: Attempting to log in to manage an active Office 365 subscription with outdated contact and security information.
Observed behavior: Sign-in is blocked because the system requires verification through the old email address or phone number, which the user no longer possesses.

Before you start

Gather any historical account details, such as previous passwords, billing credit card information, or old emails sent to the account, as this will be required to verify your identity.

Solution 1Recommended

Submit the Microsoft Account Recovery Form

Use the official automated recovery process by providing as much accurate historical account information as possible.

Because you no longer have access to your security verification methods, you must use the Account Recovery form. This process relies on you proving your identity by answering questions only the account owner would know.

Access the recovery page

Go to the official Microsoft account recovery page (account.live.com/acsr) in your web browser.

Enter account details

Input the email address, phone number, or Skype name associated with the Office 365 account you are trying to recover.

Provide a contact email

Enter a different, working email address where Microsoft can contact you regarding the recovery request.

Fill out the questionnaire

Answer the security questions as accurately as possible, including previous passwords used, email subjects, and billing information for your Office 365 subscription.

Update security info

Once your identity is verified via the contact email, follow the provided link to regain access and immediately update your security email and phone number.

Important: Never share your passwords or verification codes with anyone, including support agents.

Solution 2

Contact Microsoft Support for Subscription Assistance

If your primary goal is to cancel a subscription or stop billing and the automated recovery fails, contact Microsoft Support directly.

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Frequently Asked Questions

How long does the Microsoft account recovery process take?

Microsoft typically reviews account recovery forms within 24 hours. You will receive an update at the alternative contact email address you provided during the form submission.

Can I cancel my Office 365 subscription if I completely lose access to my account?

Yes. While you cannot cancel it from the dashboard yourself, you can contact Microsoft Support via their online portal or customer service phone numbers and verify your identity using your billing information to halt charges.

How can I prevent losing access to my Microsoft account in the future?

To prevent lockouts, keep your security information up to date. It is recommended to add at least two forms of verification, such as a backup email address, a current phone number, and a secondary authenticator app.

Login & Account Issues