Two Accounts under the same email causing issues

Aiden Loeza 0 Reputation points
2026-09-16T03:18:01.34+00:00

My original account was hacked yesterday yet my user profile on my computer stayed the same. When i tried to sign into the website it said no account existed. I made another account with the same email. but when i try signing in, my password is always wrong despite having just reset it. whenever i use the code to sign in i get error code 0x80048820. is there any way to fix this?

Windows for home | Other | Security and privacy
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  1. Norah-L 10,660 Reputation points Microsoft External Staff Moderator
    2026-09-16T07:48:31.9233333+00:00

    Hello Aiden Loeza,

    Since the account was compromised and several sign-in attempts have already been made, stop requesting codes or resetting the password for at least 24 hours. Repeated attempts can extend a temporary security block.

    Afterward, try the following:

    1. Open Settings > Time & language > Date & time, enable automatic time and time zone, then select Sync now.
    2. Turn off any VPN or proxy temporarily and try a different connection, such as a mobile hotspot.
    3. If the error occurs only in Windows apps, create a temporary local Windows user under Settings > Accounts > Other users. Sign into that profile and test the new Microsoft account there. This helps identify whether the original Windows profile still contains damaged sign-in data.

    The unchanged profile name does not prove the original online account is still connected, since Windows may continue loading its existing local profile. Avoid deleting that profile because it may contain important files.

    Please let me know how it goes after trying these steps, and I'll be glad to continue looking into it with you.

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  2. AI answer

    2026-09-16T03:18:22.4333333+00:00

    This usually means there are now two different account problems mixed together:

    • the original Microsoft account may have had its sign-in alias changed after the compromise, which is why the website says the account does not exist
    • a second Microsoft account was then created with the same email, which can trigger the “Which account do you want to use?” conflict and repeated sign-in failures

    Use this recovery path:

    1. Treat the original account as compromised first. Start the hacked-account recovery flow here: Start.
    2. Before changing passwords again, scan the PC for malware. Open Windows Security, go to Virus and threat protection > Scan options > Full scan > Scan now. The documented guidance is to run a full scan before changing the password on a hacked account.
    3. If the original sign-in address is no longer recognized, use account recovery. Use Recover your account and enter the email address, phone number, or Skype name previously used to sign in. If the address is not recognized, try any other alias or phone number that was on the account.
    4. If verification codes are being sent to another Microsoft address, use private browsing for both accounts. Sign in to the first account in one InPrivate/private window, keep that window open, then open a second InPrivate/private window and sign in to the alternate email account to retrieve the code. This avoids one sign-in session signing out the other.
    5. If the duplicate-account prompt appears, remove the conflict if possible. When the same email is tied to both a personal Microsoft account and a work or school account, Microsoft recommends renaming the personal Microsoft account by changing the primary alias in Manage how you sign in: Manage sign-in preferences.
    6. Review account security activity if access is restored. Go to the Security basics page and use Review activity. If unfamiliar activity appears, select This wasn't me or Secure your account, then change the password.
    7. If recovery still fails, contact support through the official support flow. Use Contact support or the Sign-in helper. Support can route the case, but documented policy says support agents cannot send password reset links or directly change account details.

    The specific 0x80048820 code is not explained in the provided material, but the supported guidance for this scenario is the compromised-account recovery flow, malware scan, password reset/recovery, and verification-code troubleshooting above.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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