I have lost access to my SWAYS..do I need to renew my Microsoft 360?

gen tremblay 0 Reputation points
2026-03-11T01:12:41.45+00:00

Hello, I have had a live account for many years...and also served as. Microsoft Innovative Educator Expert for many years creating SWAYS for teaching. I can't seem to access my account with all of my SWAYS...(hundreds of presentations). I think I may have accidentyly reset my password...but can you help me access?

Microsoft 365 and Office | Sway | For education
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  1. Vivian-HT 17,895 Reputation points Microsoft External Staff Moderator
    2026-03-11T02:02:27.8933333+00:00

    Dear @gen tremblay,

    Thank you for posting your question in the Microsoft Q&A forum.

    I’m really sorry to hear about the trouble accessing your Sway presentations. I can understand how concerning this must be, especially given the time and effort you’ve invested in creating them over many years.

    At the moment, many users have been affected by the same issue today, and Microsoft is aware that multiple accounts are experiencing difficulty accessing existing Sways. Therefore, to make sure your case is properly tracked and investigated, the most important first step is to report the issue directly to Microsoft Support. This allows the engineering team to associate your account with the broader service issue and check possible recovery options for your content.

    Here's the Microsoft Official Support Site: https://support.microsoft.com/contactus

    User's image

    Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

    I truly appreciate your patience while this is being looked into. I understand how valuable your work is, and reporting the issue ensures it gets the attention it deserves.

    The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

    If you have any further questions, please feel free to reach out. I'm looking forward for your reply.

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  2. AI answer

    2026-03-11T01:12:50.79+00:00

    Losing access to Sways is usually an account sign‑in or deletion issue, not a Microsoft 365 renewal issue.

    To regain access, work through these steps in order:

    1. Confirm the correct Microsoft account
    • If the Sways were created under a personal Microsoft account (Live/Outlook/Hotmail), make sure the correct email/username is being used.
    • If the username or email is forgotten, use the “Look up your Microsoft account” and related options described under I can't sign in to my Microsoft account:
      • If the password was reset and is now unknown, follow Reset your password.
      • If the password is known but no longer works, use the Sign-in Helper tool.
      • If the email/username is forgotten, use Look up your Microsoft account.
    1. Recover access to the Microsoft account Use the guidance under Recover lost access to your Microsoft account:
    • If the password was accidentally changed and is now not working, use the Sign-in Helper tool to diagnose and fix sign‑in issues.
    • If the username is not recognized or you see messages like “We couldn't find an account with that username” or “account doesn't exist,” follow the steps in My username has stopped working and, if needed, use the Sign-in Helper tool again.
    • If the account has not been signed into for more than two years, it may have been deleted and cannot be reopened.
    1. Check Sway directly once signed in After successfully signing into the correct Microsoft account:
    2. Go to https://sway.office.com/my.
    3. If currently editing a Sway, select the Sway button in the upper-left to return to My Sways.
    4. Review the My Sways list for existing presentations.
    5. Select the Deleted tab and look for any Sways that might have been deleted.
    6. For any Sway that should be restored:
      • Select the checkbox in the upper-right corner of that Sway.
      • Select Restore.

    Note:

    • Deleted Sways can only be restored within 30 days. After 30 days, they are automatically and permanently deleted.
    • Subscription renewal (Microsoft 365) does not by itself remove Sways; the key is signing into the exact same account where they were created.

    If sign‑in problems persist after using the password reset and Sign‑in Helper tools, use the Help with the Microsoft account recovery form link in the account recovery article to submit as much information as possible about the account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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