Microsoft subscription error

Question

I purchased subscription of microsoft 365 and used product key by creating a new account and now I forgot the password. I tried to reset the password also tried to use alternative method to login the account but still not working. What should I do next??

Answer 1

Greetings!

This is Tin, you can try to recover it using Account recovery form.

https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form

But if it didn't work, it would be best to reach MS Accounts & Billing Support to check on this:

Kindly open this link: https://support.microsoft.com/contactus/

Ensure that your MS Account has been signed in(Any MS Account that you have access with)

Type "Chat with an agent" and hit Enter.

Please click the "Contact support"

Please select the "Products and services"

Please follow the prompts to connect with a live agent.

You may also choose the "Call me back" option if you prefer to receive a call.

Once you're connected to the Live Agent, please let them know about your issue so they could check your account and address your concern.

Thank you,

Tin

Answer 2

Follow these steps in order:

1. Reset the Microsoft account password
   • Go to the Microsoft account password reset page: use the guidance in Reset your password from the Microsoft account help.
   • Follow the steps to reset the password for the email address used when redeeming the Microsoft 365 product key.
   • If the password reset fails or the password still doesn’t work, use the Sign-in Helper tool to diagnose the sign-in issue and follow the instructions provided there.
2. If the password still doesn’t work
   • Use the Sign-in Helper tool again from the Microsoft account help article. It will:
     • Ask for the email or phone used to sign in.
     • Tell what problem was detected and what to do next.
3. If the email/username is forgotten
   • Use the Look up your Microsoft account steps from the Microsoft account help to find the account used when the product key was redeemed.
4. If access is still not restored
   • Use the Help with the Microsoft account recovery form guidance to submit the recovery form with as much accurate information as possible.
   • If the account is successfully recovered and the password is changed, sign in at the Microsoft account Services & subscriptions page to confirm the Microsoft 365 subscription is active.
5. Use the account (not the product key) to install/activate Office
   • Once signed in successfully, install or reinstall Microsoft 365 from the Subscriptions page.
   • When Office apps ask for activation, sign in with the same Microsoft account used to redeem the product key; do not try to reuse the product key.

If none of the above works and the account cannot be recovered, the subscription tied to that account cannot be moved, and direct Microsoft Support assistance is required.

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References:

• I can't sign in to my Microsoft account
• Problems renewing a Microsoft 365 subscription
• "This product key has already been used" error in Office