NEW COMPUTERS CAN NOT LOG INTO MICROSOFT ON THEM

Because Microsoft does not recognize the account on the website, recover or identify the existing personal Microsoft account first; installing or repairing Microsoft 365 on the new computers cannot resolve this website sign-in problem.

1. Identify or recover the account

On one computer, open Microsoft’s Sign-in Helper:

https://go.microsoft.com/fwlink/?linkid=2214157

Enter the email address or mobile number believed to be associated with Microsoft 365. The tool checks the account and provides the appropriate recovery action. It is Microsoft’s recommended path when an account is reported as nonexistent or the username is no longer recognized.^1^

Before proceeding, check these common account-name issues:

• Confirm the complete email address, including the correct domain—for example, .com versus .co.uk.
• Check the spelling of the name before @.
• If the account had another email alias or phone number, enter that instead.^2^

If nobody is certain which email address was used, use Microsoft’s username lookup procedure. Enter the recovery phone number or alternate email, request a security code, and Microsoft will display a masked hint for the associated username.^3^

2. Use account recovery if required

If the Sign-in Helper directs you to the recovery form:

1. Complete it from a familiar office location if possible.
2. Supply previous passwords and as much historical account information as possible.
3. Provide an accessible contact email for Microsoft’s response.

Microsoft states that recovery answers are reviewed and a response is sent within 24 hours. If two-step verification was enabled, recovery requires access to one of the account’s configured verification methods; support cannot bypass that protection.^4^

If the recovery attempt is unsuccessful, it can be retried up to twice per day after reviewing and improving the submitted information.^5^

3. Install Microsoft 365 after access is restored

Do this only after the account successfully signs in:

1. Open the Microsoft account dashboard at https://account.microsoft.com.
2. Sign in with the recovered account that owns the Microsoft 365 Personal or Family subscription.
3. Select Subscriptions in the left pane.
4. Confirm that the expected subscription appears.
5. Select Install Microsoft 365.
6. Choose the language and version, then select Install.
7. Run the downloaded OfficeSetup.exe.
8. When installation finishes, open Word or Excel and sign in with that same account if prompted.

Microsoft 365 normally activates when an app starts and the license terms are accepted, although another sign-in may be requested.^6^

For an existing Personal or Family subscription, use the owning Microsoft account rather than purchasing another product key.^7^

References

1. I can't sign in to my Microsoft account | Microsoft Support
2. My username and password have stopped working | Microsoft Support
3. Forgotten your Microsoft account username
4. Help with the Microsoft account recovery form | Microsoft Support
5. Account recovery unsuccessful | Microsoft Support
6. [Use online installer](https://support.microsoft.com/office/lifecycle/reinstall-office-or-microsoft-365-in-your-office-pre-installed-pc-for-personal)
7. Using product keys with Microsoft 365 | Microsoft Support