When you can't sign in to your Microsoft account

Applies to: Microsoft account

If you're having trouble signing in to your Microsoft account, there could be a few different reasons for that – like you can't remember your password, have two-step verification turned on, are travelling, or using a new device. 

Here are some suggestions to help you get back into your account as quickly as possible. First, try the easiest options:

If these don't help get you back in to your account, try resetting your password or see if one of the other scenarios below applies to you and give them a try.

If you can't remember your password, reset it

Follow these steps to create a new one:

  1. Go to the Reset your password page.
  2. Choose the reason you need your password reset, then click Next.
  3. Enter the email address, phone number or Skype ID you used when you made your Microsoft account. This could be any email address, or an email ending in a Microsoft domain like hotmail.com or outlook.com.
  4. Enter the characters you see on the screen (this lets us know you're not a robot), then click Next.
  5. If you have security info on your account, we'll send a one-time code to the alternate phone number or email address you gave us. After you enter that code on the next screen, you'll be able to make a new password.

Sometimes changing settings in your account can affect how you sign in, and resetting your password won't fix it. See if one of the scenarios below applies to you.