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Suddenly My email doesn't exist dan edge browse using unknown email

Fird Al-yahya 0 Reputation points
2026-05-08T11:18:55.2966667+00:00

I need Help. Microsoft edge sync stopped and asked me to login back by entering my password however i realize an email showing are not a same email i always use. i try use my phone to login my email but Microsoft doesn't recognize my email at all. thus, i cannot reset password or do anything with it. this is very important email as i using it for as a main email for other app.

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  1. Chloe-L 13,565 Reputation points Microsoft External Staff Moderator
    2026-05-08T18:01:24.64+00:00

    Hello Fird Al-yahya,

    Thank you for posting in the Microsoft Q&A. I’m very sorry you’re dealing with this, especially since this is your main email account and it affects both Edge sync and other apps.

    Based on the details provided in your post, it is highly likely that your account has been compromised. When a malicious actor gains access to an account, they often change the primary alias (the main email address) to their own and delete the original email address. This explains why an unfamiliar email is appearing in Edge and why the system does not recognize your original email when you try to log in. 

    Here are the steps to confirm this situation and attempt to recover the account: 

    Please first try signing in with your normal email address on Microsoft’s official sign-in page. If you receive a message saying the account does not exist, the next step is to use the https://account.live.com/acsr.

    When filling out the form, provide as much historical account information as possible from before the compromise, such as:

    • previous passwords
    • email subject lines
    • folders you created
    • profile details or other account information

    This is very important because the recovery process relies on how closely your answers match the account’s earlier records. The more accurate and complete your answers are, the better your chance of recovery.

    Please also note that this recovery process is automated, so it is best to focus on detailed and accurate answers rather than explanations. If the first attempt is unsuccessful, you can try again after reviewing your information carefully.

    I hope this helps point you in the right direction, and I truly hope you’re able to recover the account soon.

    Warm regards,

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  2. AI answer

    2026-05-08T11:19:17.77+00:00

    The email shown in the Edge sign‑in prompt is just the account currently associated with that Edge profile. If it isn’t the real Microsoft account and the actual email address is now “not recognized”, use these steps to isolate the wrong profile and then check the real account status.

    1. Confirm whether the real email is a Microsoft account
      1. Go to https://account.microsoft.com.
      2. Enter the email address that is normally used.
      3. If the message “We couldn't find an account with that username.” or “That Microsoft account doesn't exist” appears, the address is not an active Microsoft account.
        • Check spelling of the name and domain (for example, rachel vs rachael, .com vs .co.uk).
        • If it still isn’t found, the Microsoft account might have been closed.
    2. Try to recover the real Microsoft account
      1. If the email is recognized and a password prompt appears, select Forgot password? or go directly to the recovery page: https://account.live.com/password/reset.
      2. Enter the email, phone, or Skype name and follow the steps to receive a security code and set a new password.
      3. If none of the listed security options work, choose I don’t have any of these and complete the recovery form with as much accurate information as possible. Use the guidance in Help with the Microsoft account recovery form to gather saved passwords from Edge, Credential Manager, or other password managers.
    3. Fix Edge showing the wrong email and restore sync
      1. Open Edge and go to edge://settings/profiles.
      2. Find the profile that shows the unknown email.
      3. Select that profile and choose Sign out.
      4. If the problem continues or the profile is clearly not needed, remove it:
        • Select the profile → Remove.
        • Be aware this deletes local browsing data (favorites, history, unsynced passwords) for that profile. Ensure important data is already synced to the correct Microsoft account before removing.
      5. Restart Edge.
      6. Create a new profile and sign in with the recovered/confirmed Microsoft account email.
    4. If Edge still has sign‑in issues after using the correct account
      1. In Edge, go to edge://settings/profiles and confirm only the intended account is signed in.
      2. If sign‑in fails or loops, clear stored Windows credentials:
        • Open Control Panel → Credential Manager.
        • Under Windows Credentials and Generic Credentials, remove entries related to MicrosoftAccount or login.microsoftonline.com.
        • Restart Edge and sign in again.
      3. Make sure Edge is updated by going to edge://settings/help.
    5. If the real email still “doesn’t exist” or recovery fails
      • Use the Microsoft account recovery form (https://account.live.com/acsr) and follow the detailed guidance in Help with the Microsoft account recovery form.
      • If recovery is repeatedly rejected, contact Microsoft Support using another account and choose the Microsoft account/password recovery path.

    These steps separate the unwanted Edge profile from the real account, verify whether the original email is still a valid Microsoft account, and then either recover it or re‑create Edge sync with the correct identity.

    References:

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

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