Miscellaneous topics that do not fit into specific categories.
If the sign-in page says the account does not exist, use this sequence:
- Check whether the address is actually a Microsoft account by going to the Microsoft account sign-in page and entering the email address.
- If a password prompt appears, it is a Microsoft account.
- If the message says "We couldn't find an account with that username" or "That Microsoft account doesn't exist," check the spelling carefully, including the domain.
- Run the Sign-in Helper tool. It checks the email address or phone number entered and tells what action is needed:
- If the username is correct but the password stopped working, use Recover your account:
- Recover your account
- Select where to receive the security code.
- Enter the code.
- Set a new password.
- If the account has not been used for more than two years, it may have been deleted and can no longer be reopened.
- If no verification method is accessible, use the account recovery form:
- Account recovery form
- Complete it from a device and location previously used for that account if possible.
- If the message still says "We couldn't find an account with that username" after trying recovery, use Contact support from the recovery article:
If this is a work or school account, reset must be handled through the organization IT admin or the work/school password reset page, not the personal Microsoft account flow.