i have a paid subscription but forgot username and password

Question

i have a paid subscription but forgot username and password and cannot get anyone by phone for help.

Answer 1

Hi L,

You can Reset the password using these instructions by getting a recovery code:

https://support.microsoft.com/en-us/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37#:~:text=Learn%20how%20to%20reset%20or%20change%20your%20%EE%80%80Microsoft%EE%80%81

Re: Username, you can try to login using your Phone number, or check out:

https://support.microsoft.com/en-us/account-billing/forgotten-your-microsoft-account-username-b2049472-3b8f-27d3-61c6-67a668453f4c

1. Look up your username using your security contact phone number or email address. Search

If nothing helps, fill the recovery form:

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Here are some tips:

1. Use a Device & Location You Used Before
2. Fill the Form Slowly & Accurately
3. Provide the Most Important Information First
4. Email Usage Details Matter: If it’s an Outlook/Hotmail account, add:

• Subject lines of emails you sent recently (e.g., “Invoice for January”, “Job Application”, “Family Photos”)

If you used the account on a Windows PC:

• Mention the device name (e.g., DESKTOP‑123ABC)
• Approximate Windows sign‑in dates.

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

Answer 2

Follow these steps to regain access and use the paid subscription.

1. Recover the Microsoft account (username/email)
   • If the email/username is forgotten, use the lookup tool:
     • Go to the Search page from “Forgotten your Microsoft account username” and look up the username using the security phone number or alternate email on the account: Search.
   • Request a security code to that phone/email, enter the code, and a hint of the username (for example, j******@outlook.com) will be shown.
   • If no security info was set up, follow the guidance to check products or services where the Microsoft account was used to find the username.
2. Reset the password
   • If the username is known but the password no longer works, use the account recovery flow:
     • Start from Recover your account: Recover your account.
     • Enter the email address, phone number, or Skype name used to sign in.
     • Choose where to receive the security code, enter the code, then set a new password.
   • Tips from the guidance:
     • Make sure the correct domain is used (for example, .com vs .co.uk).
     • Check for typos in the email name.
     • If one alias is not recognized, try another alias or phone number on the account.
3. If sign-in still fails or the username is “not recognized”
   • Follow the steps under I can't sign in to my Microsoft account:
     • If the password is forgotten, use the “Reset your password” article.
     • If the password is known but stopped working, use the Sign-in Helper tool: Sign-in Helper.
     • If the username is not recognized or you see “We couldn't find an account with that username” or “account doesn't exist,” use the Sign-in Helper tool again from that page.
   • If the account has not been used for more than two years, it may have been deleted and cannot be reopened.
4. Verify the subscription after regaining access
   • Once sign-in works again, confirm that the paid Microsoft 365 subscription is active:
     • Go to the Microsoft account, Payment & billing page and sign in with the recovered account.
     • Check the subscription status:
       • Has recurring billing – subscription is active and set to renew on the listed date.
       • Expires on [date] – subscription will end on that date unless renewed.
5. If the subscription is active but apps cannot be installed
   • If the subscription shows as active but the Install button does not work, contact Microsoft Support using the support link provided in the subscription-renewal article.
6. If self-service recovery does not work
   • Use the Contact support option from the Microsoft account help pages (for example, from “My username and password have stopped working” or “I can't sign in to my Microsoft account”) to reach a support advocate online. Phone support availability can vary by region, but chat or web support is offered through those pages.

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References:

• Forgotten your Microsoft account username
• My username and password have stopped working
• I can't sign in to my Microsoft account
• Problems renewing a Microsoft 365 subscription
• I forgot the account I use with Microsoft 365