Microsoft 365

Question

My email was working yesterday.

This morning it required a password.

I put in my password but did not work.

So, I used the aka.ms/sign-in-helper to create a new password. Still not working.

Answer 1

Hi Kerry Revard

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

From your post, I understand how frustrating it is when your email suddenly stops accepting your password, even after you’ve already reset it.

Have you already tried the Q&A Assist suggestions? In addition, could you confirm:

• Are you signing in with a personal account (like @outlook.com, @hotmail.com), or a work/school account provided by an organization?

(If it’s a work account, you’ll need to contact your organization’s IT admin, and I’ll guide you accordingly.)

In the meantime, please try the following:

1, Sign in using a clean session

Go to Outlook.com or the sign-in page using InPrivate/Incognito mode

• Open browser > Press Ctrl + Shift + N (or P)
• Go to the sign-in page
• Enter your new password

This helps avoid old, stored passwords interfering with login.

2, Wait briefly after reset, then retry

After a password reset, some sign-in attempts may still fail temporarily.

• Wait about 15–30 minutes
• Then try again from a browser (not an app)

After resetting your password, Microsoft may require identity verification before allowing sign-in. Look for prompts like:

• “Verify your identity”
• “Help us secure your account”

If you see this, complete the verification (code via email/phone).

3, If password still not accepted, use the recovery form

• Go to: https://account.live.com/acsr
• Enter your locked out email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

Please feel free to let me know how it goes. Thank you for your time and understanding.

Answer 2

Follow these steps to resolve the sign-in issue:

1. Use the Microsoft account sign-in helper again
   • Go to the Microsoft account sign-in helper: https://aka.ms/sign-in-helper.
   • Enter the email address or mobile number used to sign in.
   • Let the tool detect issues and follow the exact steps it provides. If it detects a problem, it will tell what to do; if not, it will guide through self-help options.
2. Confirm the correct username and domain
   • Make sure the correct email address and domain are being used (for example, ******@outlook.com vs ******@outlook.co.uk).
   • Check for typos in the email name (for example, rachel vs rachael).
3. Reset the Microsoft account password again
   • On the sign-in page, select Forgot password?.
   • Or use the reset link: https://go.microsoft.com/fwlink/?linkid=2273955.
   • Enter the account username and select Next.
   • Choose how to receive the verification code (email, phone, etc.), then select Next.
   • Enter the code, then set a new password and confirm it.
4. If the username/password still fail
   • If the message says the username or password is not recognized, follow the guidance in My username and password have stopped working and try any alternate alias (another email or phone) on the account.
   • If sign-in still fails after a successful reset, use the Contact support option from that article and explain that the username and password have stopped working even after using the sign-in helper and reset.
5. For Microsoft 365 work or school accounts
   • If this is a work or school (Microsoft 365/Entra ID) account rather than a personal Microsoft account, contact the organization’s IT admin or use the Work or school password reset page if enabled.

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References:

• Microsoft account sign-in helper
• Reset a forgotten Microsoft account password
• My username and password have stopped working
• I can't sign in to my Microsoft account
• Sign in to Microsoft 365
• Can't sign in to the Outlook mobile app