Unable to login to my Microsoft account

Use the Microsoft sign-in tools and recovery steps to identify and fix the issue.

1. Start with the Sign-in Helper
   • Go to the Sign-in Helper: https://go.microsoft.com/fwlink/?linkid=2214157
   • Enter the email address or mobile number used for the Microsoft account.
   • The tool will detect common problems and either show what is wrong (for example, account not found, password issue, verification problem) or guide through self-help steps.
2. If the password might be the issue
   • If the password was changed but sign-in still fails, follow the guidance under I can't sign in to my Microsoft account:
     • If the password was forgotten, use Reset your password from that article.
     • If the password is known but “stopped working,” use the Sign-in Helper again.
3. If the username or account is not recognized
   • If an error such as “We couldn't find an account with that username” appears, use the Sign-in Helper as recommended in the Steps to recover your Microsoft account section.
   • If the username and password used to work but no longer do, follow My username and password have stopped working:
     1. Go to Recover your account (https://account.live.com/password/reset).
     2. Enter the email, phone number, or Skype name.
     3. Choose where to receive the security code and complete verification.
     4. Set a new password and try signing in again.
4. If sign-in loops or fails specifically on support.microsoft.com
   • If the problem occurs when signing in to support.microsoft.com or its subdomains (for example, stuck on a loop after entering the username):
     • Ensure these sites are not in the browser’s Trusted Sites list, or if policy requires them there, add all of these:
       1. microsoft.com
       2. support.microsoft.com (and subdomains)
       3. login.live.com
       4. login.microsoftonline.com
     • Then retry sign-in.
     • Alternatively, first sign in at https://login.live.com/, then open support.microsoft.com in a new tab.
5. If the account still cannot be accessed
   • Use the Microsoft account recovery form linked from I can't sign in to my Microsoft account (Help with the Microsoft account recovery form) and provide as much accurate information as possible.
   • If the account has not been used for more than two years, it may have been deleted and cannot be reopened.

If any specific error message appears (for example, “account doesn’t exist,” “too many attempts,” or a sign-in loop), follow the matching bullet above and retry after completing those steps.

References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Troubleshoot sign in issues for support.microsoft.com