Sign In Problem

Question

I need to sign in my account but cannot do so because it keeps asking for some Pin number i don't have and there is no place for my password to be used. I have tried every possible solution. I just need to update my credit card. And on top of that, Microsoft says by request they have canceled my account! I have never done such a thing. I have asked them to call me or email me.

Answer 1

Hello Janet Gauthier,

I understand that you are having issue with signing in your account. I truly understand how you feel. Let me assist you go through this situation.

I have this suggestion for you:

1. Check if your account is pending closure (CRITICAL)

Do this from a different device or browser (not the one stuck on PIN):

Go here: Reopen your Microsoft account

If you see anything about “30‑day” or “60‑day” closure:

• Your account is not deleted yet
• It can still be recovered
• But only Support can finish it if security info is broken

2. Break the PIN‑only sign‑in lock (if you can still sign in anywhere)

If you can sign in even once on any device:

Go to Microsoft Account > Security

Turn OFF:

• Passwordless account
• Windows Hello enforcement

Confirm using email verification (not PIN)

This is the only supported way to make the password option reappear. If you cannot sign in anywhere → go to Step 3.

3. To contact Microsoft support

Go here: Contact Microsoft Support

Then exactly follow this path:

• Select “Can’t sign in”
• Choose Microsoft account
• Select Subscription & billing
• When prompted, choose “I don’t have access to this account”
• Keep selecting “Contact Support”
• Choose Request a call

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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Answer 2

Follow these steps to regain access and then update payment details:

1. Use the Sign-in Helper to diagnose the account issue
   • Go to the Microsoft account sign-in helper and start the guided flow: Sign-in Helper.
   • Enter the email or phone number used for the account.
   • The tool will detect common sign-in problems (including account blocked or closed) and show specific next steps.
2. If the account is asking for a PIN instead of a password (Windows device PIN)
   • On the Windows sign-in screen, choose Sign-in options and select the password icon if available, then sign in with the Microsoft account password.
   • If stuck in a PIN loop and cannot get to the desktop at all, use another device (phone or another PC) to manage the Microsoft account and billing while the device sign-in issue is resolved.
3. If verification codes or security info are blocking sign-in
   • If the password is known but access to some security info (phone/email) is lost:
     1. On another device, sign in to Advanced security options: Sign in.
     2. Select Add a new way to sign in or verify, add a new phone or email, verify it, then remove outdated security methods.
   • If all security info is lost but the password is known:
     1. Start sign-in at Sign in.
     2. At Verify your identity, choose I don't have any of these and follow the steps to replace security info.
     3. After replacement, there is a 30‑day wait before full sign-in is allowed.
   • If the password is not known and no security info is accessible, use the account recovery form as described under Help with the Microsoft account recovery form and submit via Recover account.
4. If Microsoft shows the account as closed or canceled
   • If this is a personal Microsoft account that has not been signed into for more than two years, it may have been deleted and cannot be reopened.
   • Otherwise, use the Sign-in Helper and, if prompted, follow the guidance under Steps to recover your Microsoft account (for example, when seeing messages like “We couldn't find an account with that username” or “account doesn't exist”).
5. After sign-in is restored, update credit card details
   • Sign in to the Microsoft account dashboard: Microsoft account dashboard.
   • Go to the billing/payment section (Payment and billing help is linked from Get help with your Microsoft account) and update the credit card on file.
6. To contact support for additional help
   • Use the guided Can't sign in tools from:
     • I can't sign in to my Microsoft account
     • or Get help with your Microsoft account
   • These flows route to the correct support path (including contact options) once signed in with any Microsoft account. If the affected account is inaccessible, sign in with a different or new Microsoft account just to reach support.

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References:

• I can't sign in to my Microsoft account
• Get help with your Microsoft account
• Troubleshoot Microsoft verification code issues