Password not recognised and can't recover account - help!

Question

Hi,

I was trying to sign in to MS Office account and it won't recognise my password, so I tried to do account recovery but it says I haven't supplied enough information despite completing full form. I can't access any files as they are on one drive, how do I get back in too account?? Note this account is not the one that is the main one for office 365, but one of the allowed family accounts. So thought maybe able to do something through main profile??

Answer 1

Hello,

Please continue submitting the account recovery form, as it is the only available option to update or replace the security information on your Microsoft account.

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information:

Account recovery unsuccessful

Answer 2

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

May I please know whether you no longer have access to your security contact methods, such as your phone number or email address, to verify your identity and successfully reset your password?

If this is a personal account, please use the following link to reset the password: [https://account.live.com/ResetPassword.aspx ](https://account.live.com/ResetPassword.aspx

)

• The verification code will be sent to your alternate email address or phone number.
• Enter the verification code to successfully reset your password.

Reference:

Reset a forgotten Microsoft account password

If you no longer have access to your alternate security contact methods, you will have to replace the security verification method by filling out the account recovery form.

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

Answer 3

If you're unable to sign in to your Microsoft Office account because your password isn't recognized, and the account recovery process isn't working, here are some steps you can take:

1. Wait and Retry: If you've attempted the recovery form multiple times, you may need to wait for a cooldown period before trying again. This is to prevent further lockouts.
2. Use a Familiar Device: When you retry the recovery form, do so from a device and location you have previously used to access the account. This can help with verification.
3. Check for Account Permissions: Since you mentioned this is a family account, ensure that the main account holder has not made any changes that could affect your access.
4. Contact Support: If you're still unable to recover your account, you may need to contact Microsoft Support for assistance. You can do this by signing in with any Microsoft account and navigating to the support section.
5. Access OneDrive: If you need immediate access to files on OneDrive, you may need to ask the main account holder to share those files with you or assist in the recovery process.

For further assistance, you can refer to the Microsoft support documentation for account recovery and password reset options.

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References:

• Troubleshoot sign-in issues and account access problems
• Forgot password to sign in to Microsoft 365, Intune, or Azure