What to do if you can't sign in to your Microsoft account | Microsoft

Can't sign in to your Microsoft account or reset your password? If you haven't set up two-step verification, here's how you can recover it.

2. Enter the account you want to recover, email address you have access to, and enter the CAPTCHA and select Next
3. Enter the code sent via the email you provided and select Verify
4. Enter your account recovery information and select Next
5. If approved, you'll get a link to reset your password

0:00 Intro
0:09 Go to recovery form
0:14 Fill out info
0:43 Enter code sent via email
0:50 Enter info
0:56 Tips and tricks
1:39 Submit form
1:47 Additional info
2:21 Create a new account
2:28 Outro

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[Roshea]

The worst part is that you cannot even speak to anyone or chat about account recovery, the only option you have is to fill out a form that leads to nowhere. How is the end user supposed to know what subject line they used on an e-mail 5+ years ago? The "security" questions don't even make sense from a security standpoint.
Even Amazon customer service has staff ready to assist with locked/suspended accounts at any given time.

[evanovski]

Disliked. Not happy. Can't get my account back. Get a better system. Switching to Apple. 0/10. Would not recommend. Dissatisfied.

[joycecintron]

This method does not work. I've had an hotmail account for 20 years and forgot my password and filled out the forms over and over again for days. I just get email rejecting access to my account.No live person to talk to either. So frustrating! 20 years of photo's and emails of family and friends and some who passed away to never be seen ever again. Thanks Microsoft. Sad!

[TheFoxade]

I am extremely upset with Microsoft, I havent been able to log into anything and after the longest time, i got into and 2 days later i was banned, i stopped trying to get the account back, now all my stuff is gone, my xbox account, my emails, everything. its so sucky that microsoft doesnt care about there own users. especially if theyve been with you for years

[Wickyton]

I like how revovering account is so simple for other platforms by just verifying an email you put but you guys at Microsoft make it difficult and use alt emails or we don't have much info

[snakeEyedPirate]

I’ve been trying to recover my account that randomly deactivated last week, how am I supposed to remember random information to verify who I am from over 10 years ago? Why can’t an actually employee verify who I am and send me a link to reset my password. I need to get into my email... everything is linked to it... you’re a multi billion dollar tech company and your support is horrible... why can’t you just help us get our accounts back?

[disastardlyd]

How about you let me talk to a human with actual power in the company that can make things happen instead of his 14$/hr pawn zombies they have answering the phone lines

[kommander]

I’ve been doing this for 4 months and my brother is being charged for Xbox live, we’ve spent hundreds if not thousands of dollars and 5 years of gaming. The Xbox was my only entertainment that actually made me happy but all the Microsoft workers always tell me to re do the form, me and my brothers sat down for hours trying to get it back but only to see the “unfortunately you didn’t provide enough information” I’m tired of spending so much time trying to recover my account, the verifications don’t work either and you guys are no help. I don’t want to start over because that’s a big waste of money and it will take so much time to get my progress back

[s-Trance_]

Dear Microsoft,

Many people are complaining about this big issue. Many people have connected their email accounts to their X-box account or other places.

You have to create another way in the future about this big issue. Focusing on 'What to do if you can't pass the questions test' instead of creating a new mail and losing ALL your private stuff 😞

In the future there should come 2 ways of getting your email password:
1) Answer the questions X times (maybe 5 to 8 times). If you can't pass the questions tests then;

2) The owner of the account must name some DEEP SUBJECTS what's on their email recently or from some time ago (Back-up plan!!) Some random stuff like: Sentences, words, subjects, passwords, enclosed documents etc...

Hopefully it's possible. Ok... after a week I've passed the questions tests with LUCK. But every day I had sleepless nights... thinking of losing my account and every site i was a member of😣. Kind of in a dip depression mode with a lot of stress. That's no fun at all!

Please come to another solution if people can't pass the questions tests in the the future.

[ajiteshsharma]

Microsoft! Just make your recovering process as easy as entering verification code and reset password you all don't know how frustrating its to recover account via your procedure

[sunupsmart]

Its been 6 years since my account was first locked for suspicious activity, and i have been trying to get back in all this time and im still locked. I played a game that i put lots of time on and it is really sad to have to let it all go and switch platforms. The account recovery system is extremely flawed and does not help at all… This sucks

[marineproof]

I literally put all my information in that should’ve been enough but Microsoft is not letting me use the Xbox app bro🙄

[charliecharles]

You can’t answer these questions correctly even if there correct. Thanks Microsoft for not letting me access my email I’ve had for 6+ years. While also not letting me access my Xbox game’s I’ve paid for. Thanks again Microsoft for not helping in anyway except your broken form 👏👏👏

[etherealgamer]

I keep getting instantly denied... I guess I gotta kiss my account I've spent thousands of dollars and 12 years of my life on goodbye

[futureballersacademy]

ffs man they really be expecting me to remember my skype contacts... its been 8 years

[hugogonzalez]

THIS IS SO WRONG ... The worst part is that you cannot even speak to anyone or chat about account recovery, the only option you have is to fill out a form that leads to nowhere.

[Jeilds]

Microsoft needs to fix this problem I can't even play with my friends on Minecraft

[NONAME-ysvi]

I’m trying to log into my Microsoft account to play minecraft I can’t remember the password every time I do the form it won’t let me in it’s really frustrating and I can’t make a new account since I can only login minecraft with one account

[Hushpuppy]

This is a very frustrating process and it's draining since it has been weeks and Microsoft still hasn't sent me an e-mail

You can literally use two-step verification or specific questions to get the password back but no, you have to fill out this form 3+ times (if you're lucky) to get your password back

[Ultra_Spark]

I love how for about 2 years everyone and there mom says that they hate this implent yet you guys still have it