Microsoft Account

Question

I purchased a new computer and now I cant access my microsoft account.

Answer 1

Hello Scott Orr,

Welcome to Microsoft Q&A forum.

Unfortunately, it doesn't seem to have enough information for me to help you with this. Before we proceed, I'd like to ask a few questions to better understand the situations.

• May I know where you try to log in right now? Are you trying to log in to the computer with your Microsoft account? Or if you are trying to log in to a Microsoft website or services?
• May I have a photo of the situation to check for you? Please remember to remove all personal information before posting.

I'm waiting for your reply.

Answer 2

We can't imagine how you are trying to access your Microsoft account, or what happens when you do that, but here's one method for accessing your Microsoft account that always works:

Open any web browser and go to https://account.microsoft.com/account. Enter your Microsoft account username and password.

Answer 3

Follow these steps to regain access to the Microsoft account on the new computer:

1. Use the Sign-in Helper tool
   • Go to the Sign-in Helper.
   • Enter the email address or mobile phone number used for the Microsoft account.
   • The tool will detect common sign-in issues and show specific steps to fix them. If no problem is detected, it will guide through self-service recovery options.
2. If the password is forgotten
   • Use the password reset flow described in Reset your password from the "I can't sign in" article.
   • Follow the prompts to verify identity using security info (phone, alternate email, etc.) and set a new password.
3. If the password is known but sign-in still fails
   • Use the Sign-in Helper tool; it is the recommended path when the password “stopped working.”
4. If the email/username is forgotten
   • Use the Look up your Microsoft account option from the same guidance to find the correct account using a phone number or alternate email.
5. If verification codes are not received
   • Follow the troubleshooting steps for verification code issues linked from the sign-in article to fix problems with SMS, email, or authenticator codes.
6. If the account is reported as not existing or the username is not recognized
   • Review My username has stopped working and, if the message says “We couldn't find an account with that username” or “account doesn't exist,” use the Sign-in Helper tool again from that scenario.
   • If the account has been inactive for more than two years, it may have been deleted and cannot be reopened.
7. If none of the above resolves it
   • Use Help with the Microsoft account recovery form from the sign-in article to get detailed guidance on filling out the recovery form with as much accurate information as possible.

If additional structured help is needed beyond sign-in, use the guided Get help tool for Microsoft accounts from the account overview page.

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References:

• I can't sign in to my Microsoft account
• Get help with your Microsoft account
• What is a Microsoft account?