Cant access my account

Use Microsoft’s compromised-account sign-in helper to recover and secure the account first; only the Microsoft 365 Family subscription owner can view or manage everyone receiving its benefits.^1^

1. Recover and secure the account

1. Open Microsoft’s compromised-account recovery page and start the sign-in helper. Enter the original email address or phone number associated with your account. The tool will provide the applicable recovery options and may offer contact with an agent.^1^
2. Before changing the password, scan the device for malware:
   • Windows: Open Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.
   • macOS or mobile: Run a full scan using current security software appropriate for that platform.
3. Reset the password when prompted. Use a new password that is not used on another account.
4. After access is restored, review and correct:
   • Security and verification information
   • Connected accounts
   • Email forwarding
   • Automatic replies
     Remove anything you do not recognize.^1^

If the sign-in helper cannot verify you, submit the Microsoft account recovery form at:

https://account.live.com/acsr

Complete it from a device and location previously used with the account, and supply as much historical information as possible. The recovery form can be submitted up to twice in 24 hours. Microsoft Support cannot manually bypass the account-ownership verification process.^2^

2. View who is using the Family subscription

After recovering the subscription-owner account, open:

https://account.microsoft.com/services/office/sharing

The dashboard identifies:

• Family-group members already receiving subscription benefits
• Family-group members not currently receiving benefits
• Other people receiving benefits
• The number of sharing slots used and remaining

Only the subscription owner can manage these entries. Microsoft 365 Family can be shared with up to five other people.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage Microsoft 365 subscription sharing | Microsoft Support")

For an unfamiliar person:

1. Select Stop sharing next to that person.
2. If the person also appears in the Microsoft family group, remove them separately. Stopping subscription sharing removes their Microsoft 365 benefits but does not automatically remove them from the family group.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage Microsoft 365 subscription sharing | Microsoft Support")
3. Review any pending invitations and resend or remove them as appropriate. Sharing requires the recipient to join the subscription owner’s family group.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Share your Microsoft 365 subscription | Microsoft Support")

If the page does not show the sharing controls after successful sign-in, that account is not currently recognized as the subscription owner.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Share your Microsoft 365 subscription | Microsoft Support")

If recovery remains unsuccessful

Online cancellation or recurring-billing controls generally require access to the owner account. If recovery cannot be completed and charges continue, contact the bank or card issuer to request that it block the recurring Microsoft charge or replace the payment card.^2^

Do not post the account address, payment information, recovery codes, or other personal details in this public forum.

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. Cannot Access Microsoft Account – Family Subscription Admin Locked Out - Microsoft Q&A
3. [Manage Microsoft 365 subscription sharing | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Share your Microsoft 365 subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])