Can't login

Question

I can't login to my account. It keeps telling me that my email address is not found? I keep getting email from MS O365, but my email address is not found for me to login?

How can I get logged in?

Thank you,

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

1. May I please know if the affected email address for a personal Microsoft account (e.g., ending in @outlook.com, @hotmail.com, @gmail.com that you created for services like Skype or Xbox) or a work/school account provided by an organization (e.g., ******@company.com)?
2. When was the last time you were able to sign in with your account successfully?

Open an incognito tab and sign in with your Microsoft account online. Share the screenshot of the error message you receive.

Make sure you hide your email address (Without the domain name) before posting the picture here.

Answer 2

The message that the email address is not found means that the address being used to sign in is not currently recognized as a Microsoft account.

Follow these steps:

1. Confirm whether the email is a Microsoft account
   • Go to https://account.microsoft.com and enter the email address.
   • If the message "We couldn't find an account with that username" or "That Microsoft account doesn't exist" appears, that address is not a Microsoft account.
   • Check carefully for spelling and domain issues (for example, name@example.com vs ******@example.co.uk).
2. Check if the account might have been closed or deleted
   • If the address used to work before but now shows as not found, the account may have been closed or deleted (for example, after long inactivity). In that case, it cannot be used to sign in anymore and a new Microsoft account must be created.
3. Try the Sign-in Helper
   • Use the Sign-in Helper tool: Sign-in Helper.
   • Enter the email address or phone number being used to sign in and follow the guidance. If a problem is detected, the tool will show what to do next; if not, it will guide through self-help steps.
4. If the username used to work but is no longer recognized
   • Follow the guidance in "My username and password have stopped working" and use the Recover your account flow at https://account.live.com/password/reset.
   • If the message "We couldn't find an account with that username" still appears after checking spelling and trying any other alias or phone number on the account, use the Contact support option on that page to reach Microsoft support and state that the username has stopped working.
5. If Microsoft 365 emails are being received
   • Receiving Microsoft 365 or billing emails does not always mean that the same address is a valid Microsoft sign-in. Use step 1 to verify if that email is actually a Microsoft account.
   • If it is not, sign up or create a Microsoft account with that email if needed, or sign in with the address that is confirmed as a Microsoft account.

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References:

• I can't sign in to my Microsoft account
• How to check if your email address is a Microsoft account
• My username and password have stopped working