locked out of account and on-line instructions don't work

Follow these steps in order to get back into the account and save Word/Excel files:

1. Use the Sign-in Helper
   • Go to the Sign-in Helper: https://go.microsoft.com/fwlink/?linkid=2214157
   • Enter the email address or mobile number used for the Microsoft account on the PC.
   • The tool will detect common sign-in issues and tell what to do next (for example, if the account is locked or the username is wrong).
2. If the password is correct but still not working
   • Follow the guidance in My username and password have stopped working:
     1. Go to Recover your account: https://account.live.com/password/reset
     2. Enter the email, phone, or Skype name used to sign in.
     3. Choose where to receive the security code and select Next.
     4. Enter the code, then set a new password.
   • Make sure the correct email domain is used (for example, outlook.com, hotmail.com, live.com, or a country domain like .co.uk).
3. If the account is locked or Outlook.com/Microsoft account is blocked
   • If Outlook.com or the Microsoft account dashboard says the account is blocked due to unusual activity, use Sign-in Helper from the Unblock my Outlook.com account article: https://aka.ms/sign-in-helper
   • If a message appears that the Microsoft account has been locked and there is no Next button, select the aka.ms/ link shown on the screen and complete the reinstatement form. A Microsoft Online Safety agent will review it and respond by email.
4. If the username is not recognized or sign-in still fails
   • If messages like “We couldn’t find an account with that username” appear, use the Sign-in Helper again and, if needed, follow My username and password have stopped working to contact support from that page.
5. After regaining access
   • Sign back into Windows and Office with the recovered Microsoft account.
   • Open Word or Excel and save the documents again, confirming that the account shown in the top-right corner of the apps matches the recovered Microsoft account.

If none of the above works, wait at least 24 hours without further attempts (to clear any temporary lockout), then retry the Sign-in Helper and recovery steps from a familiar device and network.

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Microsoft account has been locked
• Unblock my Outlook.com account
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A