Unable to connect to account despite many attempts

A transaction ID cannot be used to retrieve the current password or bypass Microsoft account verification. Support agents also cannot send password reset links or change account details for a personal Microsoft account.

The supported recovery path is:

1. Start with the Sign-in helper.
   • Enter the email address or phone number for the account.
   • If the account is found, follow the steps it gives based on the detected issue.
2. If the password is unknown, use Recover your account:
   • Go to Recover your account.
   • Enter the email address, phone number, or Skype name used to sign in.
   • If one alias is not recognized, try another email alias or phone number on the account.
   • Double-check the email domain, such as .com vs .co.uk, and spelling of the address.
3. If verification options shown are not accessible, use the Microsoft account recovery form guidance:
   • A working email address is required so Microsoft can respond about the recovery request.
   • Microsoft reviews recovery form answers and responds within 24 hours.
4. If the account shows “We couldn't find an account with that username” or the username is no longer recognized:
   • Use the Sign-in Helper tool.
   • If the username and password have stopped working and sign-in still fails, use Contact support.

Important limits:

• If two-step verification is turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support.
• If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.

• Microsoft account sign-in helper
• My username and password have stopped working
• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft account