Microsoft say my account doesnt exist even tho it clearly does [help]

“Mask3rz” is a gamertag / profile name, not a Microsoft account sign‑in ID. The Microsoft sign‑in page only accepts a Microsoft account username (email address, phone number, or Skype name). Entering only the gamertag will always give the error “We couldn’t find a Microsoft account. Try entering your details again, or create an account.” even though the Xbox profile exists.

Use these steps:

1. Look up the correct Microsoft account username
   • Use the official “Forgotten your Microsoft account username” flow to find the email/phone actually tied to the Xbox profile: see Look up your Microsoft account in the “I can’t sign in to my Microsoft account” article.
   • Make sure to try all personal email addresses and phone numbers that might have been used when Minecraft/Xbox was purchased.
2. If the username you enter is still “not recognized”
   • Follow the guidance under My username has stopped working and the Sign‑in Helper tool referenced in the same article. These are designed for the exact “account doesn’t exist” / “we couldn’t find an account with that username” messages.
3. If the account truly no longer exists
   • If the correct Microsoft account has not been signed into for more than two years, it may have been deleted and cannot be reopened; in that case a new account must be used and prior purchases cannot be moved.
4. If the account was hacked or changed
   • If there is any chance the original Microsoft account was compromised and its aliases/security info changed, use the official hacked‑account recovery guidance and the Microsoft account recovery form. Provide as much purchase and usage information as possible. If the automated recovery fails, the account cannot be restored and support cannot override this.
5. Minecraft‑specific help
   • If access to the Microsoft account cannot be recovered but there is proof of Minecraft purchase, contact Minecraft Support (as described in the hacked‑account Q&A in the context) to ask whether any alternative options are available for the game license.

The key is to sign in with the underlying Microsoft account email/phone/Skype ID that owns the “Mask3rz” Xbox profile, not with the gamertag itself.

References:

• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• Get help with your Microsoft account
• Need help with hacked microsoft account - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• My account got hacked - Microsoft Q&A