Microsoft account not recognized

Question

Hi

I have been trying to log into my account, microsoft online log says email address not recognized, when i go into trouble shooter it then says there is no problem with this account, if i try to register it as a new email account it tells me that some one is already using it, why can't i talk to microsoft about it direct as the trouble shooter keeps sending me around in circles. please help.

Many thanks

Answer 1

Thank you for the information.

Kindly double-check if the account name was typed correctly. Also, if you have not signed in for more than 2 years, your account may have already been deleted/closed due to inactivity.

As stated by Microsoft, accounts that have not been signed in or have been locked for more than 2 years will be deleted due to inactivity, and they can no longer be recovered: https://support.microsoft.com/topic/microsoft-account-activity-policy-7c0a9fa7-0982-b7c6-fd72-df852b63699f

If none of the scenarios above are applicable, the error you are experiencing is an indication that your account was compromised. The hacker was able to remove the account's primary email address/security info and replace it with their own email address, which is why your account is not recognized.

The only way to recover a hacked account is through the official Microsoft troubleshooter guide:

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best Regards,

Darhyl

Answer 2

Hey there! Nice to meet you!

If I may ask, do you see any unfamiliar email addresses/phone numbers when attempting to sign in to your account or when resetting the password?

May I know when was the last time you successfully signed in to your Microsoft account?

Best regards,

Darhyl

Answer 3

It sounds like you're experiencing issues with your Microsoft account where the email address is not recognized, yet it indicates that someone else is using it when you try to register it as a new account. This can happen if the email address is associated with another account or if there are issues with the account itself.

Here are some steps you can take to resolve the issue:

1. Verify Email Address: Ensure that you are entering the correct email address without any typos or extra spaces.
2. Account Recovery: Use the "Can't access your account?" link on the Microsoft sign-in page to start the account recovery process. This will guide you through steps to recover access to your account.
3. Contact Support: If the troubleshooting tools are not helping, you can reach out to Microsoft support directly. You can find the support contact information through the Microsoft support page. They can assist you further with account verification and recovery.

If you are using a corporate account, it may also be beneficial to contact your organization's IT support for assistance.

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References:

• Customer Support Portal - Troubleshoot Microsoft Identity Platform login
• Customer Support Portal - Troubleshoot Microsoft Identity Platform login