When you can't sign in to your Microsoft account

Berlaku untuk: 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 you remember your password but it isn’t working, make sure that Caps Lock is turned off and that your email address is spelled correctly.
Clear your browser history, or try signing in to your account from a different internet browser.
Make sure that you're connected to the Internet and that you have a strong network connection. If you have both of those and are still having trouble, we recommend trying to connect using a hard-wired ethernet port, if it's available.
If you've recently changed your password, try entering your old one again. If your old password works, you must lock your device and then unlock it using your new password.

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.

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If you can't remember your password, reset it

Follow these steps to create a new one:

Go to the Reset your password page.
Choose the reason you need your password reset, then click Next.
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.
Enter the characters you see on the screen (this lets us know you're not a robot), then click Next.
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.

If you're trying to sign in to your Xbox account

If you're having trouble signing in to your Xbox account, you can try these options:

Lost password solution. If you can't remember your password, you can recover or reset it by following steps in the Recover and reset your lost Microsoft account password article.
Lost Microsoft account solution. If you can't remember your Microsoft account email address, you can try to find it by following steps in the Forgot your Microsoft account email address article.
Xbox Live Status. You might be unable to access your account if the Xbox Live service is having problems. View the Xbox Live service status for more info.

If you recently turned on two-step verification

If you can't get a security code

If you don't have or can't get to your security info (your alternate phone number or email address), click I didn’t get a code when you’re prompted for a code at sign-in, or I don’t have access to these when you’re resetting your password, then follow the instructions.

You may be asked to fill out a security questionnaire. You’ll be asked for info, like the subject lines of email you recently sent from your account, your birthdate, credit card info, and other details only you would know. You don't have to know every answer, and it's ok to be close if you don't know the exact answer.

Note

There may be a 30-day waiting period to get full access to your account.

Go to Recover your Microsoft account for tips on how to successfully fill out the security questionnaire.

If you change your security info and have a 30-day waiting period

If your profile is temporarily blocked

If you're travelling or using a new device

If you're trying to sign in to your PC with a local account, not a Microsoft account

The difference between Microsoft accounts and local accounts is that Microsoft accounts work across all Microsoft devices, apps, and services, while local accounts only work on the device where you created them. Because of this, we can help you recover forgotten passwords for Microsoft accounts, but can't help you manage accounts that are local to your device.

For more information, see Reset your Windows 10 local account password.

If you forgot the email address or phone number you use for your Microsoft account

If you use a PIN instead of a password to sign in to your PC

Need more help?

Email Microsoft support

Chat with Microsoft support

Terakhir Diperbarui: 15 Mei 2018

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