Unable to Access Microsoft Advertising (Bing Ads) Account – No Access to Registered Email Address

For Microsoft Advertising (Bing Ads), access and ownership changes are tightly bound to the Microsoft identity and email address registered on the account. When access to the registered email is lost, there are two parallel paths, depending on whether this is a personal Microsoft account or a work (Microsoft Entra/organizational) identity, and whether the issue is at the Microsoft account level or within Microsoft Advertising itself.

Given what has already been tried, the following supported options remain:

1. Confirm whether the issue is the Microsoft account itself or just the Advertising user record
   • If sign-in fails with messages like “We couldn't find a Microsoft account” or “That password is incorrect for your Microsoft account,” follow the guidance in the Microsoft account access troubleshooting article: clear cache/cookies, try another browser/incognito, and then use the automated Microsoft Identity troubleshooting tool to run diagnostics and get sign-in help: Microsoft Identity troubleshooting tool.
   • If sign-in to the Microsoft account succeeds, but Microsoft Advertising reports that the email does not match any accounts or that there is no access, then the problem is with the user object inside Microsoft Advertising, not the Microsoft account itself.
2. If the Microsoft account itself is inaccessible
   For personal Microsoft accounts (e.g., outlook.com, hotmail.com):
   • Use the Microsoft account recovery form and follow the official guidance: Help with the Microsoft account recovery form.
   • Complete the form from a device and location previously used with the account, and provide as much accurate information as possible.
   • After submission, Microsoft will email the result to the working contact address provided. If verification fails, the guidance explicitly allows multiple attempts (up to two per day).
   • Support agents are not permitted to bypass this process, send password reset links, or manually change account details; recovery is fully automated.
   If the email is a work/corporate address managed by an IT department, the organization’s IT admin must help restore access to that mailbox or identity; Microsoft Advertising cannot override the identity provider.
3. If sign-in works but Microsoft Advertising says the email does not match any accounts
   In Microsoft Advertising products, if after logging in an error appears stating that the email does not match any accounts or that there is no access, this means:
   • No user object in the Microsoft Advertising platform matches the email or user principal name provided by the Microsoft Identity Platform.
   • The fix is to update the users registered in Microsoft Advertising so that the email/user principal name matches the identity being used to sign in.
   In that case:
   • Contact the person with the User Manager role in the Microsoft Advertising “seat” (account) and ask them to update the email ID of the user to the new/accessible email.
   • If the User Manager is unknown or unreachable, contact the Microsoft Advertising Account Representative or Microsoft Advertising Support via the Microsoft Advertising Customer Support Portal and request that the user record be updated to the correct email, providing appropriate business documentation to prove the charity’s ownership of the advertising account.
4. If security information (proofs) is outdated for a personal Microsoft account
   If the problem is that verification codes are being sent to a defunct email address configured as security info:
   • If any other verification method (phone, alternate email) still works, sign in to the security settings page and update the proofs: https://account.live.com/proofs/Manage.
   • If none of the listed methods are accessible, on the “Verify your identity” screen select “I don't have any of these” and follow the prompts to replace the security information.
   • When all previous security info is removed and replaced, the account enters a restricted state for 30 days; during this period, some actions may be limited, but this is the supported path to regain control when old proofs are no longer available.
5. Escalation expectations
   • For personal Microsoft accounts, there is no manual escalation path that bypasses the automated recovery and security processes; even support agents cannot override them.
   • For Microsoft Advertising user records (where the Microsoft account is valid but the Advertising user mapping is wrong), escalation is through the User Manager in the seat or Microsoft Advertising Support/Account Representative, who can adjust the user’s email mapping in the Advertising platform once ownership is verified.

In summary, the supported route is: recover or update the underlying Microsoft account using the official recovery and security-info replacement processes, and, if the issue is specific to Microsoft Advertising, work with the seat’s User Manager or Microsoft Advertising Support to update the user’s email mapping in the Advertising platform.

References:

• Account access troubleshooting
• Help with the Microsoft account recovery form
• Customer Support Portal - Troubleshoot Microsoft Identity Platform login
• Microsoft Curate - Troubleshoot Microsoft Identity Platform login
• Microsoft Monetize - Microsoft identity platform login (t/s)
• Microsoft Invest - Identity Platform login troubleshooting
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