I lost my login details

To regain access after losing the sign-in details for a Microsoft 365 business subscription, follow these steps depending on what was lost (email/username or password):

1. Identify the correct account
   • For Microsoft 365 for business, the subscription is tied to a work or school account (the email assigned by the organization), not to the cardholder name.
   • If unsure which account was used, open any installed Office app (Word, Excel, PowerPoint) on a device where it was set up:
     1. Open Word, Excel, or PowerPoint.
     2. Select File.
     3. Select Account.
     4. Under Product Information, check the account name the product is licensed to. This is the work or school account associated with the subscription.
2. If the username/email is forgotten
   • For a Microsoft 365 for home subscription, use the guidance under Forgot your username such as You forgot your Microsoft account username or Check products or services to look up which Microsoft account is associated with purchases.
   • For Microsoft 365 for business, the work or school account is managed by the organization. If there is an admin, that admin can confirm the username. If the questioner is the only admin and cannot identify the username, use the recovery options in step 4 below.
3. If the password is forgotten or not working
   • Use the standard Microsoft account recovery paths:
     • If the password is forgotten, follow Reset your password as described in I can't sign in to my Microsoft account.
     • If the password is known but sign-in fails, use the Sign-in Helper tool which checks the account and guides through fixes.
4. If both username or access to the account are lost
   • Use the Sign-in Helper referenced under I forgot my Microsoft account password or email in the subscription article. Enter any email or phone number that might be associated with the subscription; the tool will:
     • Detect problems with the account and show what to do, or
     • Guide through self-help recovery steps.
   • If the email/username is forgotten, follow Look up your Microsoft account from I can't sign in to my Microsoft account.
5. If still unable to sign in
   • Follow the guidance in When you can't sign in to your Microsoft account (linked from the Microsoft 365 for home section) for additional recovery options.
   • If none of the self-service options work, contact Microsoft Support using the paths provided in the articles (for example, via the sign-in helper or account recovery help links) so support can verify identity based on subscription and billing information.

Note: The subscription payment (amount, date, business card name) alone does not replace the need for the correct Microsoft account, but it can help support verify ownership once contact is established through the official recovery channels.

References:

• I forgot the account I use with Microsoft 365
• I can't sign in to my Microsoft account
• Problems renewing a Microsoft 365 subscription