Urgent: Unable to access Microsoft account ******@hotmail.com

Emre Güzle 0 Reputation points
2026-09-16T18:31:02.59+00:00

Hello Microsoft Support Team,

I am writing to report a critical issue accessing my personal Microsoft account (******@hotmail.com).

When I attempt to log into my account, the system indicates that I cannot log in. However, when I try to create a new account using the same email address, I receive a message stating that the account already exists. If I then attempt to recover or access it, the system states that the account does not exist.

This account is extremely important to me and I urgently need to restore access to it. Could you please assist me in resolving this issue or restoring my account?

Thank you for your assistance.

Sincerely,

Emre

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Lester Bernard Reyes 85,065 Reputation points Independent Advisor
    2026-09-16T19:07:53.6933333+00:00

    Hi, I'm Bernard. I'm happy to help!

    May I know how you tried to recover the account, and when was the last time you were able to access it normally? While waiting, kindly follow the steps below:

    Method 1. Recover a Microsoft account by resetting the password:

    Go to this link: https://go.microsoft.com/fwlink/?linkid=2273955 and follow the prompts to reset the password.

    For reference: https://support.microsoft.com/en-us/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37

     

    Method 2. If you cannot reset the password or are unable to verify the account, I recommend submitting a recovery form:

    https://account.live.com/acsr

    Please complete the form and expect a reply within a couple of days.

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  2. AI answer

    2026-09-16T18:31:26.2633333+00:00

    For this sign-in loop — account appears to exist when creating it, but shows as not existing when signing in or recovering — use the Microsoft sign-in recovery path in this order:

    1. Start with the Sign-in Helper. It is the primary tool Microsoft recommends for most Microsoft account sign-in problems, including blocked accounts and accounts that cannot be accessed.
    2. If the message says “The Microsoft account you've entered does not exist”, first verify the address spelling carefully. If the spelling is correct and the account still cannot be found, use the sign-in helper again.
    3. If the issue is that the account may be temporarily blocked because of unusual sign-in activity, use the Outlook.com unblock flow:
    4. If the username cannot be recovered by the normal checks, it is possible the account was closed. In that case, review the reopen guidance:
    5. If self-service recovery does not work, contact Microsoft Support through the public support flow:
      • Contact Microsoft Support
      • Enter the problem and select Get Help.
      • If needed, select Contact Support to reach the best support option.

    Important limitations:

    • Microsoft support agents are not allowed to send password reset links or access and change account details.
    • If two-step verification is turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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