“Microsoft Account Suddenly Says ‘Account Doesn’t Exist’ After Email/Sign-in Changes – Unable to Recover My Account”

Ajay kumar Maurya 0 Reputation points
2026-09-18T17:49:28.5266667+00:00

Microsoft Account Says “Account Doesn’t Exist”, But New Sign-Up Says “Already Exists” – Recovery Form Also Not Working

Hello Microsoft Community,

I need urgent help recovering my Microsoft account. I have already tried every available recovery method, including trying from different devices and browsers, but I am getting the same issue everywhere.

My original Microsoft account was associated with my Gmail address. I am not posting the full email address publicly for privacy reasons.

The problem

When I try to sign in with my original email address, Microsoft says:

“That Microsoft account doesn’t exist.”

I have tried this multiple times and also tried from different devices, but the result is the same.

The confusing part is that when I try to use the same email address to create/sign up for a new Microsoft account, Microsoft says:

“This email address is already a Microsoft account.”

So Microsoft is simultaneously treating the email address as non-existent when I try to sign in, while saying that the same email address already exists when I try to create an account.

Recovery form is also not working

I also tried the Microsoft account recovery form.

However, I cannot successfully submit the recovery form because when I enter my original email address, Microsoft again says that the account already exists, and the form does not proceed/submit properly.

More importantly, during the recovery process I am being shown a recovery email address that I do not recognize and that does not belong to me.

This makes me concerned that the security/recovery information associated with my account may have been changed.

I have proof of ownership

The Microsoft account was used for my Microsoft Office 2021 purchase and activation.

I still have:

The original Microsoft Office 2021 purchase receipt

The original 25-character product key

The original purchase email that was sent to my email address

My Office 2021 installation was associated with this Microsoft account, so I have genuine purchase information that may help Microsoft verify ownership.

I am willing to provide the receipt and product key through an official and secure Microsoft Support channel. I will not post the product key publicly.

What I have already tried

I have already tried:

Signing in from different devices

Trying different browsers

Microsoft Sign-in Helper

Account recovery process

The account recovery form

Trying the process multiple times

But every method leads to the same contradiction: “Account doesn't exist”, while attempting to create a new account with the same email says “Already exists.”

I am completely stuck at this point.

I have tried the available Microsoft support/recovery options multiple times, but I keep getting redirected to the same recovery process, which itself is not allowing me to submit the form successfully.

Please help me understand what is happening to my Microsoft account and how I can contact the appropriate Microsoft Account Support team for manual verification/recovery.

I have valid purchase documentation for Office 2021 and can provide it through a secure official channel if required.

Thank you.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
0 comments
Answer accepted by question author
Xavier-D 12,855 Reputation points Microsoft External Staff Moderator
2026-09-19T01:35:51.24+00:00

Hello Ajay kumar Maurya

I understand how concerning this is, especially since the same email address is reported as nonexistent during sign-in but already associated with an account during sign-up.

The unfamiliar recovery address may also indicate that the account’s sign-in information was changed.

Since you have already tried the available recovery and troubleshooting methods, I recommend contacting Microsoft Support directly:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

  1. Open a website link - Contact - Microsoft Support 
  2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
  3. In this section, you will need to sign in to your Microsoft account. 
  4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
  5. You can select " Chat with a support agent in your web browser " to access the chat window. 

When speaking with the agent, explain that:

  • Your original email address is reported as nonexistent when you try to sign in.
  • The same address is reported as already associated with an account when you try to register it.
  • An unfamiliar recovery email address appears.
  • You have already tried the recovery and troubleshooting methods.
  • Your Office 2021 purchase is associated with the affected account.

Have your Office 2021 receipt or order information available in case the agent requests it through a secure channel.

I hope Microsoft Support can review the account and purchase information and advise you on the appropriate next step,

have a nice day.

Was this answer helpful?

1 person found this answer helpful.
0 comments

0 additional answers

Sort by: Most helpful
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.