Microsoft does not recognise my email account

Try another email alias, phone number, or Skype name previously attached to the Microsoft account; if none is recognized, contact Microsoft Support and report that the original username stopped working.

1. Test another existing sign-in name

On the Microsoft sign-in page, try:

• Any secondary email address previously added to the account.
• The phone number associated with it.
• Its Skype name, if applicable.
• The exact original domain—for example, verify whether it was outlook.com, outlook.co.uk, hotmail.com, or another country-specific domain.

Microsoft specifically recommends another alias or phone number when an email address is not recognized.^1^

If one works, immediately:

1. Run a full malware scan in Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.
2. Change the Microsoft account password.
3. Review the account’s security information and remove anything unfamiliar. Microsoft recommends scanning the computer before changing the password when compromise is suspected.^2^

2. Escalate the unrecognized username

Since the Sign-in Helper has already failed to recognize the address, do not keep repeating it:

1. Open Contact Microsoft Support.
2. Enter Microsoft account username stopped working and select Get Help.
3. Select Contact Support when offered.
4. If sign-in is required, use another working Microsoft account or create one solely to contact support.
5. State clearly:
   • The original email is no longer recognized.
   • Access stopped within a four-hour period.
   • The account owns or is linked to Minecraft.
   • The Sign-in Helper could not locate the account.
   • You suspect the sign-in alias may have been changed without permission.

Microsoft’s official guidance directs users who still receive “We couldn't find an account with that username” to contact support and report that the username stopped working.^1^

Prepare ownership details such as previous passwords, Xbox Gamertag, Minecraft purchase information, order receipts, and the approximate account-creation date. Do not post passwords, codes, payment details, or unfamiliar recovery addresses publicly.

Important limitation

Support can investigate the available recovery path, but agents cannot manually send password-reset links, access the account, or change its security details.^3^ If two-step verification was enabled and none of its verification methods remain accessible, Microsoft states that the recovery form cannot bypass it.^4^

If Microsoft account recovery does not restore the Minecraft entitlement, contact Minecraft Support separately with the purchase details and Gamertag to ask what Minecraft-specific options remain.^5^

References

1. My username and password have stopped working | Microsoft Support
2. How to recover a hacked or compromised Microsoft account | Microsoft Support
3. How to help keep your Microsoft account secure | Microsoft Support
4. Help with the Microsoft account recovery form
5. Need help with hacked microsoft account - Microsoft Q&A