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When enter the Outlook email account address it will not accept my Microsoft password it will not load

Kenneth Banner 0 Reputation points
2026-04-18T20:43:06.2466667+00:00

when I am trying to recover my Outlook email account, do I use my Microsoft Account sign in email account and password or the Outlook email address and password? When enter the Outlook email account address it will not accept my Microsoft password it will not load

Outlook | Web | Outlook.com | Email
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Answer recommended by moderator

Kenneth Banner 0 Reputation points
2026-04-19T23:38:32.1033333+00:00

I was successful in getting my Outlook email account back using the process provided from Microsoft Support. Very pleased with the response time and solution working. Thank you very much.

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  1. Chloe-V 8,850 Reputation points Microsoft External Staff Moderator
    2026-04-19T06:52:07.4633333+00:00

    Hi Kenneth Banner,

    Welcome to Microsoft Q&A forum. 

    Please try the steps suggested by Q&A Assist and share the results after you’ve tested them. If the issue persists, I’ll provide the next set of options.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. AI answer

    2026-04-18T20:43:21.06+00:00

    For Outlook.com/Hotmail/Live/MSN email, the Outlook email address is the Microsoft account username. Use that same email address with its Microsoft account password when signing in or recovering the account.

    If the Outlook email address and Microsoft password are not being accepted and the page will not load, follow these steps:

    1. Confirm the correct account
      • Go to https://account.microsoft.com and enter the Outlook email address.
      • If a password prompt appears, that address is a valid Microsoft account.
      • If the message "We couldn't find an account with that username" or "That Microsoft account doesn't exist" appears, check spelling and domain (for example, .com vs .co.uk) and try again or use another alias/phone number if available.
    2. If the password is not accepted
      • Use Forgot password? or Recover your account on the sign-in page and enter the Outlook email address (the Microsoft account username).
      • Follow the steps to receive a security code via phone, email, or Skype and set a new password.
      • After reset, sign in again at Outlook.com or https://account.microsoft.com using:
        • Username: the Outlook/Hotmail/Live/MSN email address
        • Password: the new Microsoft account password just created
    3. If still unable to sign in
      • Use the account troubleshooter or sign-in troubleshooter provided for Outlook.com/Hotmail:
      • If the message "We couldn't find an account with that username" continues even after checking spelling and domain, the account may have been closed. See the guidance under "check if your Microsoft account is closed" from the context article.
    4. If completely locked out or recovery keeps failing
      • Use the official recovery form at Recover your account and provide as much accurate information as possible.
      • If limits are reached (too many attempts), wait at least 24 hours before trying again, and then submit the recovery form from a familiar device and location.

    In summary: when recovering or signing in to Outlook.com/Hotmail, always use the Outlook email address as the Microsoft account username, together with the Microsoft account password for that address.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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