cant login

Question

Can't login to our accounts and our back up email or our authenticator app

Answer 1

Hi,

To better help you and guide you to the right solution, could you please check and confirm the following details?

Is this a personal, work, or school account?

If two-factor authentication (2FA) is enabled on your account, are you able to access your second verification method, such as the linked phone number?

What error message are you getting when you try to log in to your account?

Answer 2

To get back into Outlook.com and other Microsoft services when sign-in, backup email, and Authenticator are all failing, use the official Microsoft account recovery and sign-in tools and then reconfigure your security methods.

1. Run the Microsoft account Sign-in Helper
   • Go to the Sign-in Helper tool: Sign-in Helper.
   • Enter the email address or mobile number used for the Outlook.com/Microsoft account.
   • The tool will detect common issues and either:
     • Tell what is wrong and what to do next, or
     • Guide through self-service recovery steps.
2. If the password is wrong or not accepted
   • Use the password reset flow: Reset your password.
   • Follow the prompts to receive a security code on any available method (phone/email) that still works.
3. If the username/email is not recognized
   • Follow the guidance in My username and password have stopped working:
     • Start recovery at Recover your account.
     • Make sure the correct domain is used (for example, .com vs .co.uk) and the email name is typed correctly.
     • If one alias is not recognized, try another alias or phone number on the same account.
4. If locked out because of two-step verification / codes not arriving
   • Use the verification-code troubleshooting steps linked from the Microsoft account article: troubleshooting steps.
   • If none of the security options work, in the recovery flow choose the option like I don’t have any of these and fill out the recovery form with as much accurate information as possible (recent email subjects, contacts, etc.).
5. If access is lost because Authenticator/backup cannot be restored
   • If Authenticator backup cannot be restored and there is no access to the backup account, support cannot restore Authenticator data. In that case, accounts must be re-added to Authenticator manually once access to the Microsoft account is recovered.
   • For Authenticator backup issues, see: Restore account credentials from Microsoft Authenticator.
6. If sign-in still fails after these steps
   • Use the Sign-in Helper again: Sign-in Helper. If it finds no problem, it will still guide through additional self-help options.
   • If the account has not been used for more than two years, it may have been deleted and cannot be reopened.

Once access is restored, immediately:

• Add multiple security methods (phone, alternate email, and Authenticator) and
• Turn on backup in Microsoft Authenticator so future device changes do not lock out of the account.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Restore account credentials from Microsoft Authenticator
• Can't sign in to the Outlook mobile app
• Authenticator Did Not Complete Login