My Microsoft account password was changed and my original email is no longer recognized

093S-Shirahama, Natsu 40 Reputation points
2026-08-19T22:13:37.42+00:00

My personal Microsoft account suddenly stopped working. I received an official Microsoft Account Team email saying that my password was changed, but I did not make the change.

Now, when I try to sign in or use Microsoft's Account Recovery/Sign-in Helper, it says that my original email address doesn't exist.

I have already tried the Microsoft Sign-in Helper and the Account Recovery Form, but neither recognizes my original email.

I also see an unfamiliar Outlook address when Microsoft asks me to use a passkey/password.

I still have access to the original Microsoft security email about the password change.

How can I recover my original Microsoft account?

Microsoft 365 and Office | Subscription, account, billing | For home | Other
0 comments
Answer accepted by question author
Carl-L 20,565 Reputation points Microsoft External Staff Moderator
2026-08-20T07:18:08.2233333+00:00

Hello 093S-Shirahama, Natsu,

Welcome to Microsoft Q&A forum.

It's unfortunate to hear that your account has been hacked. Based on your description, this means the log in email address has been changed. This is bad news since the account in this state is most likely unrecoverable.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. So if the form the previous user use doesn't work, you can try another form at aka.ms/recovermyaccount if that doesn't help either, unfortunately there nothing more we can do.

Thank you for your understanding.

Was this answer helpful?

1 person found this answer helpful.
0 comments
Answer accepted by question author
Thoura Sopheak Nanta 655 Reputation points
2026-08-20T02:25:23.87+00:00

Hi @093S-Shirahama, Natsu

The Account recovery form shouldn't ask for your email, Try filling the form in this link: https://account.live.com/acsr

You may find more help with the account recovery form: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form

Best regards,

Nanta

Was this answer helpful?

1 person found this answer helpful.

0 additional answers

Sort by: Most helpful
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.