Can't log into my Microsoft Windows account on my PC

Mike Cooper 0 Reputation points
2026-08-19T17:07:18.7433333+00:00

I have been trying for 2 days to sign into my Microsoft account on my PC and it keeps rejecting my password. I changed my password and still cannot log into my PC. I tried online support but it keeps saying it doesn't exist. How can I access the account I have been paying for for 20 years or more?

Windows for home | Windows 11 | Accounts, profiles, and login

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2 answers

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  1. Hendrix-V 20,825 Reputation points Microsoft External Staff Moderator
    2026-08-20T00:44:40.1566667+00:00

    Hi Mike Cooper,

    If the password was recently changed, one thing worth checking is whether the Microsoft account itself is accessible from another device. This can help determine whether the issue is with the account credentials or the sign-in process on the PC.

    Please try these quick checks:

    1. Sign in to Microsoft Account from a phone or another computer using the same email address and password.
    2. If that works, return to the PC and select Sign-in options on the login screen to see whether you're using a Windows Hello PIN instead of the Microsoft account password.
    3. Confirm the PC is connected to the internet at the sign-in screen, as account password changes may need to sync with the device.

    If you can sign in online but not on the PC, let me know whether you're using a password or a PIN at the Windows sign-in screen and whether any specific error message appears. That information can help narrow down the cause.

    Feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-08-19T17:07:32.61+00:00

    Use this recovery path:

    1. Start with the Sign-in Helper. It checks the email address or phone number used for sign-in and tells what action is needed.
    2. If the password was changed but sign-in still fails, use Recover your account at https://account.live.com/password/reset.
      • Enter the email address, phone number, or Skype name used to sign in.
      • If the account is not recognized, verify the email domain carefully, such as .com vs .co.uk, and check for spelling differences.
      • If another alias or phone number is on the account, try that instead.
      • Choose where to receive the security code, select Next, enter the code, and set a new password.
    3. If the message says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper tool again.
    4. If the username used to work but is no longer recognized, follow the My username has stopped working recovery flow.
    5. If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
    6. If recovery still fails, use Contact support and report that the username has stopped working.

    Important:

    • Microsoft support cannot send password reset links or change account details.
    • If this is a work or school account, password reset must go through the IT admin or the work/school password reset process, not the personal Microsoft account flow.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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