Password incorrect

Question

I am trying to log into a new computer that i have purchased. But it is saying that my microsoft password is incorrect. It is also telling me my recovery account is still adjoined to my deceased wife. But when I check the information that is on my profile it is correct and up to date

Answer 1

Hi, I'm Bernard, a fellow Windows user. I'm happy to help!

Kindly follow the steps provided by Q&A Assist. If the issue persists, you may need to undergo the next of kin process. Kindly follow the steps provided in the link below:

https://support.microsoft.com/en-us/account-billing/accessing-outlook-com-onedrive-and-other-microsoft-services-when-someone-has-died-ebbd2860-917e-4b39-9913-212362da6b2f

Note: If you need further help, you may reach Microsoft Accounts and Billing support by following the steps below:

Go to this link: https://support.microsoft.com/home/contact

In the search bar, type in your issue, then hit enter.

Scroll down to the bottom and select the blue button "Contact Support"

Answer 2

Follow these steps to get back into the new computer and correct the account details:

1. Confirm the Microsoft account and password
   • Make sure the email address used on the new PC is exactly the same as the Microsoft account shown on the Microsoft account dashboard.
   • If the password is not accepted, reset it using the official reset flow: see Reset a forgotten Microsoft account password from the context. After resetting, sign in again on the new PC with the updated password.
2. Use the Sign-in Helper if the password still fails
   • If the account still reports an incorrect password after a reset, run the Sign-in Helper tool described in I can't sign in to my Microsoft account.
   • Enter the email or phone number used to sign in; the tool will detect common sign-in issues and guide through the appropriate fix.
3. Fix issues where the username or account is not recognized
   • If any message appears like “We couldn't find an account with that username” or similar, follow My username and password have stopped working:
     1. Go to Recover your account (https://account.live.com/password/reset as shown in the context) and enter the email, phone, or Skype name.
     2. Choose where to receive the security code and complete the verification.
     3. Set a new password and then try signing in on the PC again.
4. Correct recovery/security info that still shows the deceased wife
   • Sign in to the Microsoft account dashboard from a working device and browser (where the password works after reset).
   • Go to the security / account settings area and review:
     • Alternate email addresses
     • Phone numbers
   • Remove the deceased wife’s email/phone from the security info and add the current, correct recovery email and phone number instead, as described across the account help articles in the context.
5. If sign-in is still blocked or verification codes are an issue
   • If verification codes are not received or the wrong recovery info is enforced, use:
     • Microsoft account security info & verification codes and troubleshoot Microsoft account verification code issues (linked from the context) to resolve code-delivery problems.
   • If access is still blocked or the account appears locked, complete the Microsoft account recovery form using the guidance in Help with the Microsoft account recovery form. Fill it out from a familiar device and location and provide as much accurate information as possible.
6. If Windows sign-in itself is the problem
   • If the PC is using the Microsoft account to sign into Windows and will not accept the password, use the Windows sign-in troubleshooting entry Change or reset your Windows password and Forgot your Microsoft account password from Troubleshoot Problems Signing In to Windows.

If, after these steps, the account still cannot be accessed or the recovery information cannot be updated, contact Microsoft Support as suggested in Get help with your Microsoft account, starting from the “Can’t sign in” guided tool.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Reset a forgotten Microsoft account password
• Help with the Microsoft account recovery form
• Get help with your Microsoft account
• Troubleshoot Problems Signing In to Windows