In short
How do I recover my Microsoft or Outlook account?
Start with Forgot password? on the sign-in page and get a code at your recovery phone or email. If you don't recognize or can't reach those options, use Microsoft's Sign-in Helper, then the account recovery form at account.live.com/acsr. Microsoft sends the result to the working email you give within 24 hours, and you can try again up to twice a day. If two-step verification is on and you can't use any of your verification methods, Microsoft says it can't help.
Reset the password first
- 1On the Microsoft account sign-in page, select Forgot password?, or use Reset password and enter your username.
- 2Choose where to get a verification code, retype the hinted part of the email or the last four digits of the phone number, and select Get code.
- 3Enter the code, then type your new password. If you see no option for a code, or don't recognize the options, use the Sign-in Helper.
Before the recovery form
Microsoft suggests trying the Sign-in Helper first, because the recovery form takes time. The form asks questions only the owner can answer; Microsoft reviews the answers and replies within 24 hours.
Fill in the recovery form well
- 1Have a working email address you can open. It can belong to a friend or relative, or you can create a free outlook.com address; Microsoft only uses it to contact you about the request.
- 2If you can, use a device you've signed in with before, from a place where you usually use it, such as home or work.
- 3Answer as many questions as you can. Guessing is fine: wrong answers don't count against you. Where you can add more, add more.
- 4For Outlook or Hotmail, list contacts and exact email subject lines; friends you've written to can help. Add old passwords you may have used, which your browser may have saved.
- 5For Skype or Xbox, have contact names, details of a recent purchase or the hardware ID of a console you use often.
After you submit
Microsoft sends the result to your working email within 24 hours. If it couldn't verify you, you can try again as many times as you want, up to twice a day; review its guidance before you do. If it verified you, the same email explains how to sign back in.
What doesn't help
- Asking a support agent to reset it for you: Microsoft says agents aren't allowed to send password reset links or access and change account details
- Using the form when two-step verification is on and you can't receive any codes: Microsoft says it can't help in that case
- Paying someone who claims to unlock Microsoft accounts: recovery runs only through Microsoft's own tools
Frequently asked questions
How long does the Microsoft recovery form take?
Microsoft says it reviews your answers and sends the result to your working email within 24 hours. Check that inbox's spam folder too.
My recovery request was denied. Can I try again?
Yes. Microsoft says you can keep trying as many times as you want, up to two times per day, and that the more information you include, the better your chance of regaining access.
My Outlook account was hacked. What now?
Microsoft recommends scanning your PC for viruses or malware first, then changing or resetting your password. Because someone else had access, Microsoft resets some account settings; check connected accounts, forwarding and automatic replies afterwards.
Official sources
The platforms' own help and policy pages. We are not affiliated with them.
- Microsoft: Reset a forgotten account passwordsupport.microsoft.com
- Microsoft: Help with the account recovery formsupport.microsoft.com
- Microsoft: Account recovery formaccount.live.com
- Microsoft: Account recovery unsuccessfulsupport.microsoft.com
- Microsoft: Recover a hacked or compromised accountsupport.microsoft.com