When you can't sign in to your Microsoft account

Microsoft account

Note: If you're worried that someone gained unauthorized access to your account, see Recover your Microsoft account and Microsoft account security info & verification codes.

To get back into your account as quickly as possible, try these basic troubleshooting steps:

  • Verify that Caps Lock is turned off and your email address is spelled correctly.

  • Clear your browser history (here's how for Microsoft Edge and for Internet Explorer).

  • Try signing in to your account from a different internet browser. 

If you can't remember your password or it's not working

You can reset your Microsoft account password by following these steps:

  1. Go to the Recover your account page.

  2. Enter the email address, phone number, or Skype ID you used when you made your Microsoft account. This could be any email address, or an email ending in a Microsoft domain like hotmail.com or outlook.com.

  3. If you have security info on your account, we'll send a one-time code to the alternate phone number or email address you gave us. After you enter that code on the next screen, you'll be able to make a new password.

  4. Enter your new password, then select Next.

How to find your Microsoft account

If you forgot your Microsoft account email address or you tried to sign in and got the error message, That Microsoft account does not exist, this article can help you find it.

Find your Microsoft account using your security information:

  1. Look up your username using your security contact phone number or email address.

  2. Request a security code to be sent to the phone number or email you used.

  3. Enter the code and select Next.

  4. When you see the account you're looking for, select Sign in.

If you haven’t set up or don’t have access to your security contact information, try the options below to look for your Microsoft account username within other product or services you associated with that account.

How to find your Microsoft account username in the product or service you use

For the protection of your account, we have strict policies on how our advocates can help you with your account. Microsoft Support advocates are unable to provide account information without proper validation, but there are places you can look within the products themselves.

Have you ever set up an alternate email address for the account you want to sign in, such as @outlook.com, @gmail.com, or @live.com? If so, try that.