HELP with login ? [Moderator note: personal info removed]

Question

Have not been able to log into my account for 24 months. HELPcase ID [Moderator note: personal info removed]

Answer 1

Hi @Tony Sandel

Please understand that our forum is a public platform, and we will modify your question to cover your personal information including your tracking ID in the description. Please notice to hide these personal information next time you post error to protect personal data.    

I have moved the information to the Private message if you need to add any more privacy information please add it in there.

I understand the concern, and I can take a look at the ticket information you provide to see if there’s anything I can assist with from here. That said, this forum is user‑to‑user support only, and I don’t have access to backend systems or the ability to check internal support actions. 

Thank you for your patience and understanding.

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Answer 2

If sign-in has not been possible for about 24 months, the Microsoft account may already be deleted due to inactivity and cannot be reopened.

For Microsoft accounts (including Outlook/Hotmail/OneDrive):

1. Go to the Sign-in Helper and check the account status using the email or phone number used to sign in: Sign-in Helper.
2. If the username or password has stopped working, try account recovery:
   • Use Recover your account: https://account.live.com/password/reset.
   • Follow the steps to receive a security code and set a new password.
3. If the username is not recognized or you see messages like “We couldn't find an account with that username” or “account doesn't exist,” follow:
   • My username has stopped working.
   • Or use the Sign-in Helper again.
4. If there has been no sign-in for more than two years, the account may have been deleted and cannot be restored. See the guidance under “If you haven't signed in to your account for more than two years, it may have been deleted” in the Microsoft account help.
5. For old Hotmail/Outlook.com accounts, if there has been no sign-in for more than 2 years, the mailbox may have been deleted and cannot be recovered.

If the account still exists and recovery options work, follow the reset steps to regain access. If all recovery attempts fail and the system reports the account does not exist, a new Microsoft account will be required.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to sign in to Hotmail