Cannot sign in

Question

Cant sign in Mircrosoft account recovery not working

Answer 1

Hello Dave Mckay,

Thank you for reaching out to Microsoft Q&A Forum! I understand how frustrating it is when you cannot sign in and some links don’t seem to work. Please try the following steps in order:

Step 1: Try the official password reset page

• Go to: https://account.live.com/password/reset
• Follow the prompts to receive a verification code
• Try all available verification methods (phone, alternate email, authenticator app)

Step 2: If no other methods are available, use account recovery form

• Go to the Account Recovery Form: https://account.live.com/acsr   
• Enter your locked email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, folder names (e.g., custom folders), frequent contacts/subjects, subscriptions or services linked to this account, billing info, etc. Submit from a familiar device/location.
• Wait 48–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please refer to this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support
• If your Microsoft account recovery request was not granted or was unsuccessful, please check Account recovery unsuccessful - Microsoft Support

Step 3: Use a different browser or device

• Try a different browser (Edge, Chrome), up to date, or try from a different device (phone/tablet)
• Clear your browser cache and cookies for Microsoft domains (account.microsoft.com / login.live.com) and retry.
• Disable VPN or proxy temporarily.

For more details, you can check this official guide: I can't sign in to my Microsoft account - Microsoft Support

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a better solution.

Thank you for your understanding and I hope this helps. Feel free to let me know how it goes.

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