Can't log into computer because Microsoft is looking at an old email address

Question

My husband hasn't used his PC for quite a while and now he can't log in. It's looking at an old email address and he can't remember his password. He had used his mobile to set up another email address and pin but the PC is not accepting the pin. We have family Microsoft 365 and he is added as a member and needs to get into Windows, Excel in particular. We have been through the Microsoft security questions and noticed one of the password boxes was automatically filled in so we left it and used another password in the second box. Also it asked for postcode and we didn't know if it was our current postcode of 8 years or our previous address, anyway it came back straight away saying denied, try again in 24hours. I set up the Microsoft 365 so I'm not sure if him loggin in with my details on his PC was appropriate. I know this is all about security but there must be an easier way to get through this without having to reset the PC which is not an option. I saw a link to a similar question but when I clicked on that of course it was another screen, another log in and have no idea where the question went to.

Answer 1

Hello Deborah K,

Welcome to Microsoft Q&A forum.

May I know if you have checked the AI assistant suggestion yet? If you did, may I know how it goes?

Unfortunately, there is no way to log in to your computer without logging in to the account linked with it. Before we proceed further, may I know if he still be able to log in to the Microsoft website with it?

I'm waiting for your reply.

Answer 2

To regain access without resetting the PC, follow these supported paths in order.

1. Determine which account Windows is asking for

• On the Windows sign-in screen, note the email address shown under his name.
• If that email is old, first check whether it is still a valid Microsoft account:
  • Go to https://account.microsoft.com on another device and enter that email.
  • If a password prompt appears, it is a Microsoft account; if the message says "We couldn't find an account with that username" or "That Microsoft account doesn't exist," then it is not a Microsoft account and may have been closed.
  • Details: How to check if your email address is a Microsoft account.

2. If it is a Microsoft account but the password is forgotten Use the official password reset flow for that email:
3. On another device, open the Microsoft account sign-in page (account.microsoft.com) and enter that email.
4. Select Forgot password? and follow the steps in the reset wizard.
5. Use any recovery options that are still valid (phone, alternate email, etc.).
6. After successfully resetting the password, return to the PC and sign in with the new password.

Guidance for this flow is in Reset a forgotten Microsoft account password referenced from:

• I can't sign in to my Microsoft account

3. If the password reset or verification codes are not working

• Use the Sign-in Helper tool to diagnose and route to the right recovery path: Sign-in Helper tool.
• If verification codes are not arriving or other verification issues occur, follow the steps in Troubleshoot Microsoft account verification code issues linked from the same article.

4. If the account recovery form was denied

• The denial means the information provided did not sufficiently prove ownership. The only supported option is to try again with more accurate data (previous passwords, correct postcode, services used, etc.).
• Use the guidance in Help with the Microsoft account recovery form to improve the next attempt (linked from the same article).
• If multiple attempts fail, account recovery may not be possible; Microsoft support cannot override this or directly reset passwords.

5. If the email/account may have been deleted

• If the account has not been used for more than two years, it may have been permanently deleted and cannot be reopened. This is documented under reopen your Microsoft account referenced in the same article.
• In that case, Windows sign-in tied to that Microsoft account cannot be restored; a new local or Microsoft account would be required on the PC.

6. If the issue is specifically signing in to Windows (PIN, profile issues) Use the Windows sign-in troubleshooting guidance:

• For PIN problems: follow Forgot your PIN to change or reset the PIN.
• For general Windows password issues: follow Change or reset your Windows password.
• If Windows shows errors like "We can't sign in to your account" or there is a corrupted profile, use the dedicated articles linked under Troubleshoot Problems Signing In to Windows.

Those Windows-specific flows are summarized here:

• Troubleshoot Problems Signing In to Windows

7. Using a different Microsoft 365 family member account

• Signing into Windows with the organizer’s (family owner’s) Microsoft account on his profile is not a supported way to “take over” his existing Microsoft account profile.
• Each Windows user profile is bound to the account it was created with. To access his existing files and apps under that profile, recovery of that original account (steps 1–4) is required.
• If recovery is impossible, a new Windows user account (local or Microsoft account) must be created, and Microsoft 365 apps can be signed in with any valid family subscription account. Files stored only under the old profile may not be accessible without that profile.

8. If self-service options are exhausted

• Use the Sign-in helper and Contact Microsoft Support options referenced in the Microsoft account sign-in article. Support can guide through the same official flows but cannot bypass security, send custom reset links, or change account details.

Key paths from the provided documentation:

• Use the Sign-in Helper and password reset for Microsoft account issues.
• Use the Windows sign-in troubleshooting article for PIN/password/profile issues on the device.
• If the account is deleted (inactive >2 years), it cannot be restored.

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References:

• I can't sign in to my Microsoft account
• Troubleshoot Problems Signing In to Windows
• How to sign in to a Microsoft account
• How to check if your email address is a Microsoft account