Microsoft account after a death: OneDrive deletes in 2 years, no phone line

A Microsoft account (MSA) is often central to someone’s digital life in a way that is easy to underestimate. For older adults in particular, a Hotmail or Outlook email address can be the account used for banking, shopping, and years of personal correspondence. Add to that OneDrive cloud storage – potentially holding photos, documents, and files backed up automatically from their phone or computer – a Microsoft 365 subscription shared with family members, Xbox Game Pass, Microsoft Rewards points, and a gaming history stretching back years, and the breadth of what needs addressing becomes clear.

This guide explains what families and executors in the UK need to know when dealing with a Microsoft account after a bereavement: what the process involves, what documents you will need, what you can and cannot expect Microsoft to release, and the specific wrinkles that affect two-step verification, OneDrive data, Xbox, and small business owners.

Quick reference:

• Online: Microsoft support – accessing services when someone has died
• Phone: No dedicated bereavement line – Microsoft handles these requests online only
• Documents needed: death certificate, proof of identity, proof of relationship (and potentially a court order if seeking data access)
• Process time: typically 4–6 weeks after documentation is submitted; several months if a court order is required

How Microsoft accounts work

Before getting into the process, it helps to understand how Microsoft organises its services. Every Microsoft account (MSA) is a single login – usually an Outlook.com, Hotmail.com, Live.com, or MSN.com email address – that controls access to:

• Email: Outlook/Hotmail/Live/MSN inbox
• Cloud storage: OneDrive (5 GB free; more on a paid plan)
• Productivity software: Microsoft 365 (formerly Office) – Word, Excel, PowerPoint
• Gaming: Xbox profile, gamertag, achievement history, Game Pass subscription
• Payments and purchases: Microsoft Store purchases, Skype Credit
• Rewards: Microsoft Rewards points
• Communication: Skype, Microsoft Teams (personal)

All of these sit behind one login. Close the account, and all of them go with it. This is why deciding what to do – and in what order – matters.

How to close or access the account

There are two quite different situations families find themselves in, and Microsoft’s process differs significantly depending on which applies.

If you have the account credentials

If you know the email address and password, or can access the account through a signed-in device, the most straightforward path is to log in directly and manage the account from there.

With access, you can:

• Download files and documents from OneDrive
• Export or archive emails from Outlook
• Cancel any active subscriptions (Microsoft 365, Xbox Game Pass) through account.microsoft.com
• Check and redeem Microsoft Rewards points before closing
• Close the account through account settings: “Your info” → “Account settings” → “Close your account”

Important: closing the account starts a 60-day countdown. During that period, the account can be reopened. After 60 days, Microsoft permanently deletes the account and all data associated with it – including everything in OneDrive, all emails, Xbox data, and Rewards points. Download or save anything you want to keep before initiating closure.

If you do not have the credentials

This is the more common situation. Microsoft will not provide login credentials for a deceased person’s account, and it will not bypass its authentication systems even with a death certificate. There are two options:

Option 1: Request account closure via Microsoft support

Go to Microsoft Support and contact Microsoft through the support chat or ticket system. You will need to provide:

• A copy of the death certificate
• Proof of your own identity (passport or driving licence)
• Documentation of your relationship to the deceased (marriage certificate, will, or grant of probate)

Microsoft will close the account. This does not give you access to the contents – it simply ends the account and stops further charges. Expect a response within 2–4 weeks of submitting complete documentation.

Option 2: Request access to account data via court order (UK)

If you need to access emails or files stored in OneDrive, Microsoft requires a valid court order. A death certificate or grant of probate alone is not sufficient under Microsoft’s policy.

For UK-based requests, the court order must be formally served on:

Microsoft Ireland Operations Ltd
70 Sir John Rogerson’s Quay
Dublin 2, Ireland

Microsoft does not accept emailed or faxed legal requests – the order must go through proper legal channels. Even then, access is not guaranteed; Microsoft reviews each request individually.

A probate solicitor can advise whether pursuing a court order is proportionate. In many cases the cost and time involved outweighs the value of what may be in the account, particularly for email correspondence. The court order route is worth considering mainly where the OneDrive storage contains financial records, business documents, or irreplaceable personal material that exists nowhere else.

(Source: Microsoft Support – accessing Outlook, OneDrive and other services when someone has died, last verified May 2026.)

Two-step verification – a major blocker

Two-step verification (also called two-factor authentication or 2SV) is one of the most common reasons families get stuck. Microsoft strongly encourages users to enable it, and many do. When it is active, signing in to the account requires not only the password but also a code sent to a trusted phone number or generated by the Microsoft Authenticator app.

If the deceased’s phone is unavailable, or the Authenticator app was only on a device that is now locked or erased, there is no workaround that Microsoft will provide to next of kin or executors. Microsoft’s position is that the account’s security cannot be bypassed, even in bereavement situations, without legal process.

What this means in practice:

• If the phone is still accessible and turned on, the verification code can still be received there
• If the deceased used a landline as the backup verification method, that option may still work if the number is still connected
• If neither option is available, you cannot log in – and the formal Microsoft support process (account closure request or court order) becomes the only route
• Microsoft’s account recovery form does not override 2SV for accounts belonging to someone who has died

The practical lesson for anyone making their own digital estate plans: store account credentials and recovery options somewhere trusted people can access them after your death – a password manager with a shared emergency access feature, a sealed letter with a solicitor, or an inclusion in your will.

For executors in this situation, focus on what can be done without account access: cancelling subscriptions via the bank, preserving locally-synced OneDrive files from the deceased’s computer, and submitting the formal account closure request via Microsoft Support.

OneDrive – protecting files

OneDrive is Microsoft’s cloud storage service. Many Windows computers back up photos, documents, and files to OneDrive automatically, which means the account may contain material of significant personal value – family photos, financial records, scanned documents.

If you can access the deceased’s computer, look for locally synced OneDrive files first. These are stored on the hard drive and do not require account access. The default OneDrive folder on Windows is typically at C:\Users\[username]\OneDrive. Any files synced to the device will be there, readable without logging in to Microsoft’s servers.

If you have account credentials, log in to onedrive.live.com and download everything you want to preserve before initiating account closure.

Without credentials or local access, OneDrive content cannot be retrieved without a court order. If the account is left inactive, OneDrive data will be frozen after approximately one year and permanently deleted after two years.

Personal Vault – a more secure area within OneDrive that requires an additional verification step to access – presents additional difficulty. Even with account credentials, Personal Vault requires a separate identity verification (usually via the Authenticator app or a trusted phone number). If the deceased used Personal Vault, the same 2SV blocker applies.

Outlook, Hotmail, and Live email

Microsoft’s email services – Outlook.com, Hotmail.com, Live.com, MSN.com – are all linked to the same Microsoft account. Without login credentials, you cannot access the inbox, and Microsoft will not release email contents without a court order.

If there is a specific concern – important correspondence, financial statements, or legal documents in the inbox – raise this with a solicitor before taking any action. Once the account is closed, the emails are gone permanently.

If the email address was used to receive important documents or financial correspondence, contact those organisations separately to update the contact details on file. Banks, pension providers, and insurance companies will all need new contact details as part of the estate administration process.

Xbox and Game Pass

Xbox accounts are part of the Microsoft account system. The deceased’s Xbox profile – including gamertag, game history, and achievements – is stored in their Microsoft account.

Digital games cannot be transferred. Games purchased from the Microsoft Store are licenced to the account that bought them. When the account is closed, access to those games ends. Physical disc games are unaffected and work independently of the account.

Xbox Game Pass charges do not stop on death. As of May 2026, Xbox Game Pass Ultimate costs £16.99 per month in the UK. If the deceased had an active subscription, it will continue billing until cancelled. To stop charges:

• If you have account credentials: cancel at account.microsoft.com under “Subscriptions”
• If you do not have credentials: contact the deceased’s bank to stop the direct debit or card payment; this is the fastest route

Xbox Family Safety – if the deceased was the organiser of an Xbox Family Safety group, their account managed screen time limits and spending permissions for other family members’ consoles. When the account closes, the family group dissolves. Other family members will need to create new arrangements.

(Source: Xbox.com – Xbox Game Pass Ultimate, price last verified May 2026.)

Microsoft 365

Microsoft 365 (formerly Office 365) is Microsoft’s subscription suite for Word, Excel, PowerPoint, Outlook, and other productivity tools. There are two main personal plans:

(Source: Microsoft 365 pricing – Microsoft Store UK, last verified May 2026.)

If the deceased had a Personal plan, closing the account ends the subscription. No transfer is possible.

If the deceased had a Family plan and was the organiser, the other family members sharing the subscription will lose access when the account closes. Microsoft does not provide a mechanism to transfer organiser status after a death. Warn other affected family members in advance so they can set up their own subscriptions before the account closes.

If the deceased was a family member on someone else’s plan (not the organiser), the account organiser can remove the deceased from the group via their account settings. The remaining members are unaffected.

Microsoft Rewards

Microsoft Rewards is a points programme that accumulates credit when users search with Bing, shop in the Microsoft Store, or complete certain tasks. Points can be redeemed for gift cards (Amazon, Xbox credits, Marks & Spencer and others), charitable donations, or entered into competitions.

Microsoft Rewards points have no cash value. They cannot be withdrawn as money, and Microsoft’s terms of service state they are non-transferable and expire on account closure or after periods of inactivity.

As an estate asset, Rewards points are unlikely to have practical value. Even if points have been accumulated over many years, they can only be redeemed for Microsoft-ecosystem vouchers while the account is still open. If you have access to the account before it closes, it is worth checking the Rewards balance and redeeming any points for a useful gift card before initiating account closure.

(Source: Microsoft Rewards – Microsoft Support, last verified May 2026.)

Microsoft Teams

Teams comes in two forms, and it matters which one applied:

Microsoft Teams (personal) – the free consumer version, used for video calls, messaging, and file sharing with friends and family. This is part of the personal Microsoft account and closes with it. There is no separate process needed.

Microsoft Teams (work or school) – a business or enterprise account managed by an employer or educational institution. This is separate from a personal Microsoft account. If the deceased used Teams for work, the account was owned by their employer, not by them. Their employer’s IT department will manage the account. You do not need to contact Microsoft directly about a work Teams account.

If the deceased was self-employed and used Microsoft Teams through a Microsoft 365 Business subscription (see below), the business account considerations apply.

Small business owners and self-employed

If the deceased ran a business using Microsoft services, the complexity increases beyond a standard personal account.

Microsoft 365 Business plans – there are several tiers (Microsoft 365 Business Basic, Standard, Premium). These are tenant accounts – the subscription is held in the business’s name rather than tied to a personal email address. If the deceased was the sole administrator of that tenant, accessing or closing it requires evidence of authority over the business (such as company registration documents, a will naming you as beneficiary of the business, or a grant of probate covering business assets). Contact Microsoft commercial support for guidance on this.

Microsoft Azure – if the deceased used Azure for cloud computing, hosting, or data storage, there may be active services generating ongoing charges. An Azure subscription is linked to an account, and subscriptions left running will continue to incur charges. Microsoft Azure subscriptions also have a relationship with Azure Active Directory, which can involve other organisations if the deceased was a consultant. Contact Microsoft Azure support as a priority to prevent unexpected charges.

Microsoft Partner Network – if the deceased was a registered Microsoft Partner (for software or consulting services), their partner account and any associated certifications or licences will need to be handled through Microsoft’s partner channels separately from a personal account closure.

Domain registrations – Microsoft (via Microsoft 365) allows users to add a custom domain to their business email. If the deceased’s business owned a domain registered through Microsoft, ensure you have that domain’s details – it may need to be transferred to a new registrar or renewed.

If the business was incorporated (a limited company), these decisions will also be subject to the company’s legal requirements around directors and shareholders. A solicitor experienced in estate administration can advise on which steps need to happen in what order.

What documents you will need

A certified copy of the death certificate means a copy signed and stamped as a true copy by the registrar or a solicitor. Scanned copies are generally acceptable for online submissions. If you have not yet obtained the death certificate, see our guide to registering a death.

Subscriptions and billing

Microsoft accounts can carry several recurring charges that do not stop automatically on death:

If you do not have account credentials, the fastest way to stop charges is to contact the deceased’s bank and notify them of the death. The bank can freeze the account, which prevents further direct debits and card payments. See our guide to what happens to subscriptions when someone dies for how this fits into the broader picture.

You should also inform Microsoft separately through their support process, as they will need to close the account in due course.

For subscriptions billed to a credit card or via PayPal rather than a bank account, contact those providers directly.

(Sources: Microsoft 365 pricing; Xbox Game Pass Ultimate, last verified May 2026.)

What happens to data

Microsoft accounts are not automatically deleted when someone dies. If left unattended:

• The account is frozen after approximately one year of inactivity
• After two years of inactivity, the account and all associated data are permanently deleted

Any OneDrive files, emails, Xbox data, Rewards points, and other content will be lost at that point. If there is data you want to access – particularly files in OneDrive – acting sooner gives you more options and more time to seek legal advice if needed.

For more context on how digital assets are handled after a bereavement, see our guide to what happens to digital assets when someone dies.

How long it takes

Things to watch out for

Back up before you close. Once you initiate account closure, the 60-day countdown begins. After that, everything is gone permanently – OneDrive files, emails, photos, Xbox data, Rewards points. Download or save anything important before taking any irreversible steps.

Two-step verification can lock you out completely. If the deceased had 2SV active and you cannot access the trusted phone or Authenticator app, you will not be able to log in. Microsoft will not bypass this for bereaved families. Your options are the formal account closure route (no access to content) or a court order (lengthy and costly). This makes it essential to try to locate the trusted device or SIM card early in the process.

Xbox games are non-transferable. Digital game libraries cannot be inherited. Physical disc games are unaffected. There is no mechanism to request an exception.

Microsoft 365 Family organiser loss. If the deceased was the Microsoft 365 Family organiser, other family members sharing the subscription will lose access when the account closes. Give them notice so they can set up their own subscriptions.

OneDrive Personal Vault. This extra-secure area within OneDrive requires an additional verification step even with account credentials. If it was used to store sensitive documents, the 2SV problem becomes doubly relevant.

Linked Windows devices. If the deceased’s computer was signed in to their Microsoft account as the primary login, the device may behave differently after the account is closed. On Windows 11 and Windows 10, Microsoft accounts are often tied directly to the device sign-in. Seek local IT support if the device needs to remain in use.

Skype. If the deceased used Skype, this is also tied to their Microsoft account. Any Skype Credit balance will be lost when the account closes. Skype does not have a separate bereavement process.

No dedicated bereavement phone line. Microsoft does not operate a bereavement telephone service. All requests must be handled via the online support portal or through legal channels.

Step-by-step: what to do

Summary

Microsoft accounts cover a wide range of services, and managing them after a bereavement requires a methodical approach. Start by establishing what services the account was used for, whether two-step verification is active, and whether any family members depend on a shared subscription.

Cancel subscriptions promptly – through the bank if you do not have login credentials, that is the fastest route. For the account itself, contact Microsoft through their support portal with the death certificate and relevant documentation.

The data access question – accessing emails or OneDrive files – is the hardest part. Microsoft’s policy requires a court order for UK requests, and even then access is not guaranteed. For most families, the practical answer is to focus on cancelling subscriptions and closing the account cleanly, and to seek legal advice only if there is specific reason to believe the account contains material of real importance to the estate.

For a broader overview of the digital accounts to deal with after a bereavement, see our what to do after a death hub. If the deceased also had a Google account – Gmail, Google Photos, or an Android phone – our guide to notifying Google when someone dies covers the equivalent process and the important differences in how Google handles data requests. If the deceased had an Apple account with iCloud, iPhone, or a Digital Legacy – our guide to notifying Apple when someone dies explains how the court order route compares and where Apple’s system is more accessible. For a full overview of digital assets including cloud storage, social media, and digital purchases, see our guide to what happens to digital assets when someone dies. For managing subscriptions more broadly, see our guide to what happens to subscriptions when someone dies. Note that LinkedIn – while owned by Microsoft – operates as a completely separate platform with its own bereavement process; see our guide to notifying LinkedIn when someone dies.