Loggin problem

Use Microsoft’s Sign-in Helper with the affected address; it is the supported route when sign-in reports that a Microsoft account does not exist and may provide account-specific recovery steps or an option to contact an agent.^1^

Try this recovery path

1. Open https://aka.ms/sign-in-helper.
2. Enter the affected Gmail address.
3. Select the option matching “account doesn’t exist”, a compromised account, or a username that stopped working.
4. Follow the result displayed by the tool. Microsoft states that it checks the identifier and either gives targeted self-help or directs you to further assistance.^1^

Since the appeal did not help, do not repeat that process unless the Sign-in Helper specifically directs you there.

Try another identifier attached to the account

If the account previously had another email alias, telephone number, or Skype name, enter that identifier in the Sign-in Helper or account-recovery process instead. Microsoft specifically recommends another alias or phone number when the original email is no longer recognized.^2^

The two messages in the screenshots do not, by themselves, identify exactly what was changed. The “already exists” message means the address is tied to a Microsoft account in some capacity, while the failed sign-in means it is not currently being accepted as that account’s sign-in username. Do not try to create another account with that same address.

If directed to the recovery form

Use a working alternate email address where Microsoft can contact you, and complete the form from a device and location previously used with the account. Have the following available:

• Previous passwords
• Exact Outlook email subject lines and contacts, if applicable
• Xbox console hardware information, if applicable
• Purchase or billing information requested by the form
• Details of Microsoft services previously used

Microsoft normally sends the result to the alternate contact address within 24 hours. An unsuccessful request can be retried up to twice per day with more accurate information.^3^

Keep receipts and other ownership information private and provide them only if an official Microsoft process asks for them. Do not post passwords, recovery codes, receipts, or product keys in this forum.

Contact Support if the helper offers no recovery route

Open Contact Microsoft Support, enter Microsoft account hacked — username stopped working, select Get Help, and then Contact Support if offered.^4^

Explain these exact symptoms:

• The original address says the account does not exist during sign-in.
• The same address says it already exists during registration.
• The prior appeal was unsuccessful.
• The account may have been compromised.

Support can provide guidance and routing, but it cannot manually send a password-reset link, change aliases or account details, or bypass ownership verification.^3^ If the Sign-in Helper and supported recovery process cannot verify ownership, the original account may be unrecoverable.

Secure your devices and Gmail

Before changing any recovered Microsoft password, secure the Gmail account and remove unknown recovery methods or active sessions. If using Windows, update Windows Security and run Virus & threat protection → Scan options → Full scan → Scan now. Microsoft recommends completing a malware scan before changing the compromised account’s password.^5^

References

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