I cant sign in to my Surface laptop

Question

My surface required sign in to use Edge and the Excel, Word,... But when Im signing in, its asked me to enter a password or sending a code to a email that not mine. I dont know that email or how it got there, I assumed someone hack my account, I try the Support system but it wont help much

Moved from <Surface | Surface Laptop | Safety and security>

Answer 1

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Hi Phuong Nguyen,

It must be upsetting to see an email you don’t recognize when you just want to sign in and use your Surface. But before getting further, I need to clarify that this is not a software or hardware issue related to your Surface.

Microsoft account is trying to verify you by asking for the code via “your” email. Since you don’t recognize it, and the email’s handle does look suspicious, your account might have been compromised. Here’s what you should consider:

1 - Remove the verification method

• Go to account.live.com/proofs/manage
• See if you can sign in to your Microsoft account still
  • Click Use your password instead (your screenshot)
  • If you have another device that can access the account.
• Once logged in > click Add another way to sign in to your account
• Add your passkey/email/phone/any other way to verify
• Look at the list for any suspicious entries > Expand it > click Remove
• Confirm now you can sign in with the new verification method
• If yes, scroll down and click Sign out everywhere.

2 - If that fails, last option: official Microsoft account recovery form

• Go to https://account.live.com/acsr
• Fill it out as completely as possible:
  • Your email address
  • Old passwords (if you remember any)
  • Devices you’ve used with the account
  • Approximate dates of use
• Submit the form and wait for Microsoft’s response

I know this isn’t simple or quick, but if you cannot sign in, account recovery is the only supported path in this situation. Focus on protecting your passwords and accounts while recovery is in progress.

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Answer 2

The email shown on the verification screen is a security contact method on the Microsoft account currently signed in on the Surface. If that email address is not recognized, do not confirm it or send a code to it.

Use these steps instead:

1. On the verification screen, choose Use your password instead and try to sign in with the correct Microsoft account password.
2. If the password is forgotten or sign‑in still fails, use the official account recovery and sign‑in help tools from another trusted device or browser:
   • Go to the Microsoft account sign‑in page and use the Sign-in Helper to diagnose and fix sign-in problems.
   • If needed, follow the guidance under Change or reset your password in Windows or Reset a forgotten Microsoft account password from the related articles.
3. If access to that Microsoft account cannot be recovered and the account truly appears compromised, stop using it on the Surface and sign in with a different Microsoft account:
   • On the Surface, sign out of the current Windows session.
   • Sign in with another local or Microsoft account that is under control.
   • If necessary, create a new account in Windows (see Manage User Accounts in Windows) and then sign in with that new account on the Surface.
4. For any continued “can’t sign in” issues, use the guided Can’t sign in tool for Microsoft accounts, which will walk through additional recovery options.

If the Surface itself is locked and no account can be used to sign in, use the Windows account recovery options referenced in the Surface sign-in article, including password reset and BitLocker recovery key help if prompted.

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References:

• Sign in to and out of your Surface
• I can't sign in to my Microsoft account
• Get help with your Microsoft account
• How to sign in to a Microsoft account