Can't log in to my account

If the original email address is no longer usable, recovery still depends on whether the Microsoft account itself still exists and whether another sign-in method is attached to it.

1. Start with the Sign-in Helper and enter the email address or mobile phone number previously used on the account. It can identify common sign-in problems and guide the next steps.
2. If the account is recognized but the password is forgotten, use Reset your password.
3. If the email address is not recognized, check for spelling and the email domain, such as .com vs .co.uk.
4. If another email alias or phone number was added to the account, try signing in with that instead.
5. If the username is no longer recognized and the message says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper.
6. If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
7. If this is a work or school account rather than a personal Microsoft account, password help must come from the IT admin or the work or school password reset process.
8. If self-service recovery does not work, use Contact Microsoft Support. Support can route the issue, but support agents are not allowed to send password reset links or change account details.

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