Unsuccessful Account Recovery

Question

I am unable to recover my account, I followed the instructions from:

https://support.microsoft.com/en-us/account-billing/account-recovery-unsuccessful

However after following the instructions and completing the account recovery form, Microsoft system gave me the message, "The Microsoft account you've entered does not exist."

Also, the login entered some random nonsense username after I attempted to login with my pin.

After entering the last 4 digits of my cell phone and typing in the code I receive this error message:

microsoft login error 7q6ca correlation id: [Moderator Note: Personal Info Removed] timestamp: [Moderator Note: Personal Info Removed]dpti: [Moderator Note: Personal Info Removed] message: an unexpected error occurred. tag: 7q6ca code: [Moderator Note: Personal Info Removed]

Please help me to successfully log back in.

Answer 1

Hi. I'm Brian and I'll try to help.

If you're being told that your account doesn't exist, it indicates someone compromised your account and changed the address associated with it. I'm sorry to say, but once that happens and you are using a personal account, it means you won't be able to recover the account.

Answer 2

Hi AB,

Thank you for reaching out to Microsoft Q&A forum.

I am sorry to hear about the incident you encountered while trying to sign in to your Microsoft account. Please follow the steps below (recommended to perform them in an InPrivate/Incognito window to avoid old autofill or cached data):

1. Enter your full email address correctly

• Please ensure you enter the complete email address (e.g., ******@outlook.com, @hotmail.com). Missing the part after “@” may cause the system to say the account does not exist.

2. Bypass device/PIN verification and sign in with your password

• If you see the message “We couldn’t use your device to verify your identity…”, select Next > Sign‑in options > Password to sign in directly with your password.

3. Forgot your password

• Reset it here: https://account.live.com/password/reset
• If the verification code does not arrive, check the troubleshooting guide for Microsoft verification codes.

4. If the sign‑in box auto‑fills a strange/random username

• This usually happens due to old cookies, tokens, or autofill. Please open an InPrivate/Incognito window, turn off any extensions/password managers, and try again.

About the 7q6ca tag: This is a sign-in flow interruption that has been reported by the community, often occurring when authentication through Windows Hello or an old token becomes stuck. Skipping device verification and trying again in a private browser window usually resolves the incident.

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