OPTION 2 - I forgot the username or password I use with Office

Your options to retrieve the account and password you use to sign in and install or reinstall Office, or to manage your Office 365 subscription vary depending if your product is part of Office for home or Office for business, or you're an Office 365 admin who manages Office 365 in an organization.

Not sure what you have?

Tip: If you purchased Office through a company benefit, see Office through the Home Use Program (HUP).

Microsoft 365 for home

If your Office product is one of the follow, you have a Microsoft 365 for home product. This can be an Microsoft 365 subscription, or a one-time purchase of Office or individual Office application. These products are usually associated with a personal Microsoft account.

Microsoft 365 subscriptions: The following products include the fully installed Office applications.

  Microsoft 365 Family
  Microsoft 365 Personal

Office 2019, Office 2016, or Office 2013 versions available as one-time purchases: The following products include the fully installed Office applications.

  Office Home & Student
  Office Home & Business
  Office Professional

Stand-alone Office 2019, 2016, or 2013 apps available as one-time purchases

  Word
  Excel
  PowerPoint
  OneNote*
  Outlook
  Access
  Publisher
  Project
  Visio

Tip: *The desktop version of OneNote is only available 2016 and 2013 versions. Beginning with the release of Office 2019, OneNote for Windows 10 is the default OneNote experience for Microsoft 365 and Office 2019 customers. See the FAQ.

Microsoft 365 for business

If your Office product is one of the following, you have a Microsoft 365 for business product. These products are usually associated with a work or school account, and your Office license (if your subscription has one) came from the organization where you work or go to school.

Microsoft 365 Subscriptions: The following products include the fully installed Office applications.

  Microsoft 365 Apps for business
  Microsoft 365 Business Standard

  Office 365 A5

  Microsoft 365 Apps for enterprise
  Office 365 Enterprise E3
  Office 365 Enterprise E4
  Office 365 Enterprise E5

  Microsoft 365 Business Standard (Nonprofit)
  Office 365 Nonprofit E3
  Office 365 Nonprofit E5

  Office 365 U.S. Government Community G3
  Office 365 U.S. Government Community G5

  Project Online Professional
  Project Online Premium

  Visio Online Plan 2

Microsoft 365 Subscriptions without fully installed Office applications:

Tip: With these Microsoft 365 subscriptions, there are no desktop applications to download and install, but in most cases you can still access and use online versions of Office apps in your web browser. Learn more Free Office Online apps.

  Microsoft 365 Business Basic
  Office 365 Enterprise E1
  Office 365 A1
  Microsoft 365 Business Basic (Nonprofit)
  Office 365 Nonprofit E1
  Office 365 U.S. Government G1
  Project Online Essentials
  Visio Online Plan 1

Volume license versions of Office 2019, Office 2016, or Office 2013

  Office Professional Plus

You know your Microsoft account, but forgot the password and need to reset it

  1. If you forgot the password for the Microsoft account that you associated with Office, you can reset it at https://account.live.com/ResetPassword.aspx.

  2. Follow the prompts to reset your password.

You can't remember what Microsoft account you associated with Office

Check that you typed your account name correctly

Double-check that you spelled your account name correctly. Check for typos and make sure characters aren’t swapped around. Try a couple different variations.

Did you create a new email account when you bought Office?

If you created a new email account when you bought or activated Office the first time, this is the email you need to use when signing in to My Account. If you can't remember it and you've tried all the options listed here, see the Still need help? section below.

Are you signing in with a work or school account name, or an account that isn't a Microsoft account?

You need to use the Microsoft account you associated with Office. If you tried to sign in using an account that was supplied by your work or school, you may not have a Microsoft account or you just entered the wrong account.

For help with work or school accounts, see the Office for business tab for solutions to remember your work or school username and password.

If you're signed in with a work or school account, but you're trying to sign in to My Account to manage your personal version of Office, you first need to sign out of your work or school account and then sign in with the correct Microsoft account.

Look for emails from Microsoft

Check other email accounts you use regularly for emails from Microsoft or Office about your account. They may mention your account name.

Already have an installed copy of Office 2016? Open any Office app to see who Office belongs to

  1. Open any Office application, for example Word or Excel.

  2. Select File. If you didn't open an existing document, you may need to create a new document to see the File menu.

  3. From the navigation on the left, select Account.

  4. Under Product Information is the name of your Office product and the phrase, Belongs to: along with the account associated with this version of Office.

    The Microsoft account associated with Office appears on the Account window of an Office application

    If you don't see Belongs to:, select Update Options > Update Now. After the update is complete, close the app and then reopen it. The account information should now be available.

You have the product key you previously redeemed for Office 2013 or Office 2016

Use your product key to see a portion of your Microsoft account

  1. If your copy of Office came with a 25-character product redemption key like in the image below or on an email receipt, (whether or not you have a key depends how you got your copy of Office), try the following using your key:

    Product key location when buy Office from retailer but not on DVD
  2. Go to www.office.com/setup. Enter any Microsoft account or follow the prompts to create a new one.

  3. After signing in, type the 25-character key that came with your copy of Office.

  4. On the My Office Account page, you'll see a portion of the Microsoft account you used to buy or activate Office, or that you used when you first signed in to My Account.

    My Office Account page showing partial Microsoft account
  5. Select the link Sign in with your other Microsoft account, and then sign in with the correct Microsoft account.

If this isn't enough to remember your Microsoft account, you don't have or never received a product key, or someone installed Office on your behalf with a different email address and password, contact support by selecting the Ask support (it's free) link on the My Office Account page to review your options.

Still need help?

If you still can't remember your Microsoft account, our support agents at contact support might be able to help. You may need to create a temporary Microsoft account to reach support.

Be sure to have your product key and proof of purchase ready.

Note: Our Chat and Call Answer Desk is not available for users signed-in using a work or school account associated with an Office for business product. See the Office for business tab to find support options for work or school accounts.

Contact your admin for your username and password

Contact your admin who can retrieve the username and password for your work or school account.

Are you the admin?

You know your username, but forgot the password and need to reset it

If your admin has given you permission to reset your password go to, passwordreset.microsoftonline.com/. Contact your admin if you can't change your password.

Sign in with a personal account instead of a work or school account

If you're trying to sign in to the My Account page for your work or school version of Office and you're already signed in with a different account, you need to sign out of that account and then sign in with the correct work or school account. Another option is to open a private browsing session in a new browser window. (Search your browser's help for how to do this.)

Is your version of Office 365 operated by 21Vianet in China or Office 365 Germany?

The sign in location for Office 365 operated by 21Vianet in China is, https://login.partner.microsoftonline.cn/.

The sign in location for Office 365 Germany is, https://portal.office.de.

If you're signing in to the correct location, but still can't remember your username and password, contact your admin.

Already have an installed copy of Office 2016? Open any Office app to see who Office belongs to

If you have Office 2016 installed, in many cases you can view the work or school account associated with Office by opening a desktop Office application.

  1. Open any Office application, for example Word or Excel.

  2. Select File. If you didn't open an existing document, you may need to create a new document to see the File menu.

  3. From the navigation on the left, select Account.

  4. Under Product Information is the name of your Office product and the phrase, Belongs to: along with the account associated with this version of Office.

    The Microsoft account associated with Office appears on the Account window of an Office application

    If you don't see Belongs to:, select Update Options > Update Now. After the update is complete, close the app and then reopen it. Look for the Belongs to: account.

Forgot my admin password

If self-service reset is enabled for your business, you can use that to reset your admin password. Click the button below.

Didn't work?

Administrator Contact another admin in your organization to reset the password for you.

Phone Call Microsoft Support

Reset passwords for my users

1. Sign in with your admin account at https://portal.office.com/adminportal/home#/homepage.

Sign in to Office 365

2. Click Users.

Click on User.

3. Select your users.

Choose one or more users.

4. Click Reset password.

The Reset password button.

5. Follow text on the page.

Create a password.

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