can't log into my account

If the account is no longer recognizing the phone number or username after the PC was hacked, the account may have been changed or compromised.

1. Start with the Sign-in Helper. It checks the email address or phone number entered and guides the next recovery steps.
2. If the password is no longer accepted, use Recover your account and enter the email address, phone number, or Skype name used to sign in.
3. If the account says the username does not exist, first verify the spelling and the correct domain such as .com or .co.uk. If another alias or phone number was previously on the account, try that instead.
4. If the PC was hacked, run a full malware scan before changing the password:
   • Open Windows Security
   • Go to Virus and threat protection
   • Select Scan options > Full scan > Scan now
5. After the scan, if sign-in is restored, immediately change or reset the password.
6. If unusual sign-in alerts were received and access is still possible, go to the Security basics page, review recent activity, and mark suspicious activity as This wasn't me or Secure your account.
7. If the account was hacked and recovery options were changed, use the account recovery form: Account recovery form.
8. If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details. In that case, use the Sign-in Helper for the remaining guided options.
9. If the username still is not found after recovery attempts, contact support through the support option provided in the account article.

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Help with the Microsoft account recovery form