Microsoft username & password

Question

For purposes of initiating a new desktop, MSFT is not recognizing my password or username Move from: Microsoft 365 and Office | Subscription, account, billing | For business | Other

Answer 1

Are you trying to install Office on a new PC or are you trying to sign in to Windows?

Answer 2

Hello Patrick Serowka,

I realize that you've encountered a problem with Microsoft Account Login. I truly understand your confusion. Let me assist you further.

For me to provide the most accurate solution, would you please let me know few information about the situation you're experiencing:

1. What exactly is the error message shown when you try to sign in? (e.g. “password incorrect”, “account doesn’t exist”, “can’t sign in right now”)
2. What email format are you trying to use to sign in? (outlook/hotmail/live vs work or company email)
3. Where does the failure happen?
   • Windows first setup (OOBE)
   • Windows sign‑in screen
   • Microsoft 365 app (Word/Excel)
   • Browser sign‑in
4. Can you sign in successfully to your Microsoft account on another device or browser right now? (Yes / No)
5. Was this account ever used on this PC before, or is this a completely new desktop/new Windows install?

I am looking forward for your respond. Have a nice day!

Answer 3

Follow these steps to resolve issues where the Microsoft username or password is not recognized when setting up a new desktop:

1. If the password is correct but no longer works
   • Use the guidance in My username and password have stopped working:
     1. Go to Recover your account at https://account.live.com/password/reset.
     2. Enter the email address, phone number, or Skype name used to sign in.
     3. Choose where to receive the security code and select Next.
     4. Enter the requested information and select Send code.
     5. Enter the security code under Verify your identity, then select Next.
     6. Enter a New password, confirm it in Re-enter password, and complete the process.
   • Tips from the article:
     • Confirm the correct domain is used (for example, outlook.com, hotmail.com, live.com, or a country domain such as .co.uk).
     • Check for spelling differences in the name part of the email (for example, rachel vs rachael).
     • If the email is not recognized and there is another alias or phone number on the account, try that instead.
2. If the username or account is not recognized
   • If the message says “We couldn't find an account with that username” or similar:
     • Follow Steps to recover your Microsoft account:
       • If the username is known but not recognized anymore, use the guidance in My username and password have stopped working.
       • If the error explicitly says the account cannot be found, use the Sign-in Helper tool at https://go.microsoft.com/fwlink/?linkid=2214157.
   • If the account has not been used for more than two years, it may have been deleted and cannot be reopened.
3. If the password is forgotten
   • Use Reset a forgotten Microsoft account password:
     1. On the sign-in page, select Forgotten your password?.
     2. Or go to the Reset password link and enter the username, then select Next.
     3. Choose how to receive a verification code and complete identity verification.
   • If no verification options are available or they are not recognized, use the appropriate sign-in helper tool links provided in the article.
4. If sign-in issues persist
   • If the username still is not found after recovery attempts, use Contact support from the My username and password have stopped working article and explain that the username has stopped working.
   • For general sign-in problems to Microsoft 365 portals where the message is “We don't recognize this user ID or password”:
     • Confirm the user ID format (for example, someone@example.com or ******@example.onmicrosoft.com).
     • Ensure the password is typed correctly and that no extra spaces are included when copying and pasting.
     • If the user ID or password is forgotten, follow the Forgot password to sign in to Microsoft 365, Intune, or Azure guidance linked from the article.

These steps should allow recovery or confirmation of the correct Microsoft account credentials so the new desktop can be set up successfully.

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References:

• My username and password have stopped working
• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• "We don't recognize this user ID or password" error when a user tries to sign in to the Microsoft 365 portal