Can’t sign in

Try this in order:

1. Start with the Microsoft Sign-in Helper. It checks the account email address or phone number and tells what problem is blocking sign-in: Sign-in Helper.
2. If the password is forgotten, use Recover your account and reset it:
   • Enter the email address, phone number, or Skype name used to sign in.
   • Choose where to receive the security code.
   • Enter the code.
   • Set a new password. Link: Recover your account
3. If the username is not recognized:
   • Check the email domain carefully, such as .com vs .co.uk.
   • Check for spelling differences in the account name.
   • If another alias or phone number is on the account, try that instead.
4. If the message says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper again.
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 verification codes are not arriving, use the Microsoft verification code troubleshooting steps from the sign-in help page.
7. If the account issue is blocking Xbox use, contact Microsoft Support through Get Help and then Contact Support. Support agents can route the case, but they are not allowed to send password reset links or change account details.

If the problem is specifically that the username stopped working even with the correct password, use Recover your account first. If that still fails, use Contact support from the username/password help page.

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to sign in to a Microsoft account
• What happens if there's an unusual sign-in to your account