I need help to fix this!!!

The unfamiliar address shown when trying to sign in is most likely a different Microsoft account (or alias) than the one intended, or an alias that has been changed/removed.

Use these steps to verify and correct the account being used:

1. Confirm whether the email is actually a Microsoft account
   • Go to https://account.microsoft.com and enter the email address being shown.
   • If the page responds with a password prompt, that address is a valid Microsoft account.
   • If it says "We couldn't find an account with that username" or "That Microsoft account doesn't exist," then that address is not a valid Microsoft account. In that case, check spelling and domain (for example, name variants like rachel vs rachael, and domains like .com vs .co.uk).
   • If the account was closed, see the guidance under "Learn more" in the article.
2. Check if the correct email is a Microsoft account
   • Repeat the same check with the email address that should be used (the one expected for Microsoft services).
   • If it is recognized (password prompt appears) but the password fails, use Forgot password? on the sign-in page and follow the reset steps.
3. Recover access if the password no longer works
   • From the sign-in page, select Forgot password? and follow the flow:
     1. Enter the correct email/phone/Skype name.
     2. Choose where to receive the security code (phone, alternate email, etc.).
     3. Enter the code to verify identity.
     4. Set a new password.
   • If the system reports "We couldn't find an account with that username" even after checking spelling and domain, try any other alias or phone number that might be associated with the account.
4. If an alias was removed or changed
   • If an MSN/Outlook/Hotmail alias was removed from the Microsoft account, that alias may be permanently deleted and cannot be added back or used again. In that case, sign in with another alias that still exists on the account.
5. If an alias is blocked for sign-in
   • If the error shown is "This username has been turned off for sign-in. Try a different one.", that alias has been blocked from signing in.
   • Use Forgot your username? on the sign-in page with the alias being rejected. A code will be sent to the primary alias of that account, and after entering it, a list of aliases that can sign in will be shown. Use one of those to access the account.
6. If the security info (phone/email) is unfamiliar or inaccessible
   • When prompted for a verification code to a phone/email that is not recognized, select I don't have any of these (if available) and follow the prompts to start an alternate recovery path.
   • If the email address is believed to be correct but the security info is wrong or compromised, use the account recovery options described in the support articles to attempt to regain control.

If none of the known addresses or phone numbers are recognized, and recovery fails, the automated account recovery process is the only supported way to regain access.

References:

• How to check if your email address is a Microsoft account
• My username and password have stopped working
• How to fix "This username has been turned off" error
• Common problems with two-step verification for a work or school account
• Help with "phone number is already used" in a Microsoft account
• Add or remove an email alias in Outlook.com