When you can't reset your Microsoft account password
We recommend following the steps in this order to assist you with resetting your Microsoft account password.
Can't reset password
Tip: If you want to make changes to a known Microsoft account password, see Change your Microsoft account password instead.
If you couldn't reset your password
If you weren't successful with Step 1: Reset a forgotten Microsoft account password it could be because you no longer have access to your security contact info or because when you created your account you never set up an identification recovery and verification alternative.
Before moving on to the next section: Step 3: Fill out the Microsoft account recovery form, be sure to read through and try the tips below.
Check for incorrect account or password entries
Try signing in again and make sure you’re entering the password correctly. Remember passwords are case sensitive. Check that all caps aren’t on and make sure there aren't any other typos in your password.
Make sure you entered your email address correctly and that you're using the correct domain name (this is the part of the email address that appears after the @ symbol). For example, perhaps you wrote the email address as <your name>@outlook.com when it should have been <your name>@hotmail.com.
Check your browser
Try to recall when you last used the account
If you haven’t used this account in a long time and you didn't close it yourself, the account may have been closed because of inactivity. If there hasn’t been any activity on an account, Microsoft will only keep it open for a set time period. For more information, see Your account is closed.
Try a different way to sign in
If you previously set up a Windows Hello pin for this account, go to the device to try and recover your account. For example, if you’ve been locked out of your Windows PC for any reason, start by going to the login screen and clicking the “I Forgot My PIN” link. For more information, see Reset your PIN when you’re signed out on Windows 10.
If these solutions didn’t work...
If you still can’t reset your password, the next step is to fill out the account recovery form. We will need to answer several questions about this account which will help Microsoft determine the account belongs to you and not an unauthorized individual. Move to the next step: