Have reset everything numerous times and still cannot log in

Question

Have reset everything numerous times and still cannot log in

Matthew M 0

Hello,

I have reset my password numerous times and microsoft says it is wrong. I set up a passkey multiple times, and microsoft says it is wrong. I have attempted to call the microsoft support line and it will not connect me with a person. All i want to do is buy microsoft word and install it on my computer. However, every time I try, it won't let me login. I reset everything, but it still doesn't work. I just want to talk to some who can fix this issue so I can purchase microsoft Office.

Thank you,

0 comments

1 answer

Your answer

Answer 1

Follow these steps in order, using the same browser and device where possible:

Recover the Microsoft account sign-in
1. Go to Recover your account: https://account.live.com/password/reset (from My username and password have stopped working).
2. Enter the email, phone, or Skype name used for the account.
3. Make sure the domain is correct (for example, outlook.com vs outlook.co.uk) and that the name is typed exactly (for example, rachel vs rachael).
4. Choose where to receive the security code, select Next, then Send code.
5. Enter the code, then set a new password and confirm it.
If the username is not recognized or still fails
1. If the sign-in page says “We couldn't find an account with that username” or similar, use the Microsoft account sign-in helper: https://go.microsoft.com/fwlink/?linkid=2214157 (from I can't sign in to my Microsoft account).
2. If the username continues to fail after recovery, follow Contact support from My username and password have stopped working: https://go.microsoft.com/fwlink/?linkid=2273600 and state that the username has stopped working.
If the account is locked or blocked after many attempts
1. Stop trying to sign in for at least 24 hours to let any temporary lockout clear (as described in the Outlook sign-in Q&A case).
2. After waiting, try signing in again with the last password that was successfully reset.
3. If still blocked, complete the Microsoft account recovery form at https://account.live.com/acsr using the guidance in Help with the Microsoft account recovery form.
Clear browser issues that can block sign-in or purchases
1. Open an InPrivate/Incognito window or clear browser data (cookies and cache).
2. Ensure cookies are enabled and not blocked (similar to the Office 365 purchase guidance):
  - Use at least Medium privacy level, or use Advanced cookie handling to allow cookies.
3. Try a different browser and, if possible, a different network (for example, mobile hotspot vs home Wi‑Fi).
Purchase Microsoft 365/Office after sign-in works
1. Once sign-in succeeds, go to the Microsoft 365/Office site or Microsoft Store while logged in.
2. Complete the purchase; if the portal repeatedly asks to sign in or shows “Sign-in required for security reasons, please try signing in again”, follow the browser and cookie steps above and then sign out and sign back in.
Reach a live support agent
1. Go to Contact Support (from the account/Office support articles).
2. Sign in with any working Microsoft account (create a new one if needed just for support).
3. Choose:
  - Product: Microsoft 365 and Office
  - Category: Manage Account Security or Billing
4. Select Chat with a support agent in your web browser or a callback option.
5. Explain that the primary account cannot sign in and that the goal is to purchase and install Office.

If none of the above restores access, continue working with the live agent reached via Contact Support, as they can walk through account recovery and purchase options step by step.

References: