Help accesing my account

If sign-in keeps forcing a password reset, use the Microsoft Sign-in Helper first. It checks the account details entered and identifies the next recovery step.

If the password is known but sign-in still fails:

1. Open Recover your account and enter the email address, phone number, or Skype name used for sign-in.
2. Choose where to receive the security code.
3. Enter the requested information and select Send code.
4. Enter the code in Verify your identity.
5. Set a new password.

Important checks:

• Make sure the correct account name and email domain are being used, such as the right Outlook, Hotmail, or Live domain.
• If the email address is not recognized, try another alias or phone number linked to the account.
• If the sign-in page says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper.
• If no verification option is available or none of the listed email/phone options are accessible, use the sign-in helper tool.

If verification codes are the problem:

• If access to some security info remains, add a new sign-in or verification method in Advanced security options, confirm it with a code, then remove the old method.
• Do not change all security info at the same time, because the account may be restricted for 30 days.
• If access to all security info is lost, select I don't have any of these at the Verify your identity prompt and follow the steps to replace the security info. After replacement, there is a 30-day wait before sign-in is allowed.

If still blocked from signing in, support agents cannot send verification codes, reset links, or change account details. Use the Sign-in Helper or the account recovery process instead.

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Reset a forgotten Microsoft account password
• Troubleshoot Microsoft verification code issues
• Troubleshoot Microsoft verification code issues