Account doesn't exist

Question

I tried logging into my microsoft account earlier and my email and phone number come up as non existent

however behind the sign in screen i can see my account loaded on the xbox app and my email and account is still logged in on the microsoft store. i also have emails from microsoft from 2 days ago about storage. please advise?

Answer 1

Hi Jayden,

I understand how unsettling this is, especially when you receive the message “That Microsoft account doesn’t exist” even though your account still appears signed in on the Xbox app or Microsoft Store and you have received recent emails from Microsoft. That combination can be confusing and stressful.

Please note that this forum is a public, user‑to‑user support platform. Contributors here do not have access to Microsoft account systems and cannot make account‑level changes or restore sign‑in details directly.

To move forward, the most appropriate steps are below:

1, Use Microsoft’s Sign-in Helper first

When Microsoft shows messages such as “account doesn’t exist” or “We couldn’t find an account with that username,” the recommended starting point is the Sign‑in Helper. This tool checks whether the sign‑in address is still associated with the account and guides you to the correct recovery path if possible. Reference: https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

2, Check which email address is actually tied to your Xbox profile

Since you are still signed in on Xbox or Microsoft Store, review the email address shown there. This helps confirm whether the primary sign‑in address has changed or if a different email is now associated with the account.

3, If you cannot recover it via the helper, contact Microsoft Support using chat options

If the Sign‑in Helper cannot restore access, Microsoft Support may offer additional assistance options, including live chat, depending on availability. You can try the following steps to reach Contact Support:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Recovery" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

I hope this clarifies why you may still see the account active in some places while sign‑in is failing and helps guide you to the correct recovery path with Microsoft Support.