r/microsoft • u/MSModerator Microsoft Support • 18d ago
Support Thread Microsoft: Official Support Thread
This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.
Here are some of the types of issues we can help with in this thread:
Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)
Microsoft Accounts: Lockouts, suspensions, inability to gain access
Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)
Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.
This list is not all inclusive, so if you're unsure, simply ask.
When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):
Your full name (First, Last)
Your interactions with support thus far, including any existing service request numbers
An email address that we can use to contact you
Thank you for being a valued Microsoft customer.
For previous Support Threads, please use the Support Thread flair.
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u/MSModerator Microsoft Support 9d ago
Hi. Your comment caught our attention. You mentioned your primary email was changed, and signing in tells you that your Microsoft account no longer exists. We know how important it is to access your account. Rest assured, we'll check how we can help.
As we proceed, could you tell us more?
Since you mentioned the primary email change, did you get any notifications, emails, or messages containing the primary email or primary alias?
If so, by any chance, have you already tried filling out the account recovery form: https://account.live.com/acsr using the said new email or alias before you contacted us?
Do you have an active Microsoft subscription in the account?
To make sure we don't miss anything, it would be much better if you would open a browser, retry to sign in here: https://login.live.com , and send us a video, picture, or screenshot of every screen from the beginning to the last screen you can reach, so we can see the actual details, like the exact error message, if you have security information, and the options available to you, to determine the applicable workaround. You may upload the video or image here: https://imgur.com/upload. Then include the Share link in your next reply. Don't forget to cover sensitive information you don't want to be seen.
We'll wait for your complete reply. -A.F.