Recover your Microsoft account

S'aplica a: Compte de Microsoft

We want to get you back in your account as quickly as possible. Your first step is to try the basic troubleshooting fixes suggested in When you can't sign in to your Microsoft account.

If those fixes don't get you back into your account, follow the steps in this article and fill out a recovery form.

Before you begin


The account recovery form works by asking questions about your account that only you could answer. Then, we review your answers and respond within 24 hours with either instructions to get back in to your account or a denial. Keep these tips in mind to help you succeed:

  • Use a computer we’ll recognize. If possible, fill out the form on a computer that you’ve used to sign in to your account before.
  • Answer as many questions as possible. Not all the questions will apply to you, and that's ok. Don't worry if you don't have an answer. But it's better to guess and be close than to leave a question blank.
  • Give us a working email to contact you. We won't use this email address for spam, only to give you the results of your recovery request. You can even use a friend's account, or sign in to your Microsoft account to create a free temporary email.
  • Use your Xbox device ID. If you have used your account to sign in to an Xbox, finding your Xbox One device ID before filling out the recovery form makes it easier to recover your account. 

Fill out the recovery form


  1. Go to account.live.com/acsr.
  2. Under Email, phone or Skype name, enter the info for the account you need to recover.
  3. Enter an email address that we can use to contact you about your account recovery.
  4. Enter the characters you see on the screen to prove you're not a robot, then select Next.
  5. A screen will pop up asking you to verify that email address. We'll send you a security code in an email. Enter that code, and select Verify.
     
  6. Now you'll be asked to answer several questions about yourself and your account. Fill in as much info as you can, even if you're not sure. See Tips for filling out the recovery form below.

  7. Select Submit when you're finished.

Tips for filling out the recovery form


For help passing the recovery form, review the below tips.

If you're using an account mainly to play Xbox. You can contact Xbox Support and provide them with your Xbox Console ID (for Xbox 360) or Device ID (for Xbox One) and they can help you through the account recovery process.

Confirm you're using the correct domain for your Microsoft account, such as hotmail.com, outlook.com, and gmail.com. Keep in mind that your email address may be country specific, such as in Sweden, your domain would be "hotmail.co.se" rather than "hotmail.com."

Complete the form from a secure network connection or device. We recommend that you complete the form from a network location such as home Wi-Fi or work network, where a previous sign-in occurred. This will easily identify that you're the one trying to recover or unblock your account.

Answer the form questions as accurately as possible. The form questions are crucial to identify you as the owner of the account. If a question isn't applicable to your account, leave it blank.

  • When it comes to other passwords you've used on the account, if it's been compromised, you can enter the current password in one of the boxes.
  • If you're using the account to send and receive emails, you'll be asked for info to verify the account. This info can be subject lines and email addresses for people you've sent email to.
  • If you're using the account on Skype, you can provide 3 contacts from your contact list using another accessible Skype account.

After you've submitted


We'll send the results of your recovery request to the email address you gave us in the form. This can take up to 24 hours because our support team reviews the forms that have guesses or almost-right answers.

If your recovery request is accepted, we'll send you instructions to recover your account. After you get back in to your account, see Help protect your Microsoft account for tips to prevent having to recover your account again.

If your request was denied, you can keep trying up to two times per day. If you don't remember enough information to successfully recover your account, you'll have to create a new one.

To protect everyone's privacy, our support agents can't see your account details or unlock accounts.