No longer have access to an account that I used to use daily

Run a full malware scan before entering any new passwords, then use Microsoft’s Sign-in Helper to locate and recover the account whose former email address now reports that it does not exist.

1. Secure the computer first

On the affected Windows PC:

1. Open Windows Security.
2. Select Virus & threat protection.
3. Select Scan options → Full scan → Scan now.
4. Remove or quarantine anything detected and restart the PC.

Microsoft recommends completing the full scan before changing the account password, so new credentials are not exposed to remaining malware.^1^

Also change passwords for any other accounts that reused the same password, preferably from a known-clean device.

2. Use Sign-in Helper for the “account doesn’t exist” message

Open Microsoft’s Sign-in Helper and enter the original email address or phone number. Microsoft specifically directs users who receive “account doesn’t exist” or “We couldn't find an account with that username” to this tool.^2^

Before continuing, check:

• The exact spelling of the address.
• The domain ending, such as .com versus .co.uk.
• Any other email alias, phone number, or Skype name previously attached to the account.

If another alias or phone number is still recognized, use it to request a security code and reset the password.^3^

3. Submit the recovery form with purchase evidence

If Sign-in Helper directs you to account recovery, submit the form at:

https://account.live.com/acsr

Use a working email address where Microsoft can contact you. Complete the form from a device and location previously used with the account, if possible. Gather:

• Previous passwords.
• Microsoft/Xbox gamertag and profile information.
• Receipts, order details, billing information, and approximate purchase dates for the games.
• The hardware ID of an Xbox console frequently used with the account, particularly an older console if applicable.
• Outlook contacts and exact email subject lines, if that mailbox was used.

Microsoft normally sends the result to the contact email within 24 hours. If verification fails, the form can be retried up to twice per day; add more accurate evidence with each attempt.^4^

4. If the original address remains unrecognized

Use the support option offered by Sign-in Helper, or select the contact-support option on Microsoft’s username recovery page and state:

• The computer and Microsoft account were compromised.
• The account was used daily, so this is not an inactivity closure.
• The former sign-in address now reports that the account does not exist.
• The account contains purchased games.
• You can provide receipts, billing details, old passwords, and Xbox information.

Support may investigate the sign-in-name problem, but agents cannot bypass account ownership checks, send password-reset links manually, or directly change protected account details.^4^

Do not create a replacement account using the old address or repurchase the games until the recovery request has been resolved.

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. I can't sign in to my Microsoft account | Microsoft Support
3. My username and password have stopped working | Microsoft Support
4. Help with the Microsoft account recovery form | Microsoft Support