I cant log into my account

Question

I cant log into my account

NourinWolt 0

Hi, can anybody help me?
When I try signing in my account today, it said that "We couldn't find that account". When I try to create a new account with the same username, it said that "the username has already been taken". I tried using the recovery tool and account recovery but both doesn't work. I'm very confused, what should I do and what can I do to get my account back?

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Answer 1

Chloe-V 10,775 Microsoft External Staff Moderator

Hi NourinWolt

I’m sorry you’re experiencing this issue. I understand how confusing it is to receive the message “We couldn’t find that account” while the same username is shown as already taken.

To better guide you, could you please confirm whether this is a personal Microsoft account (such as Outlook.com, Hotmail, Xbox, or Skype) or a work/school account?

If it is a personal Microsoft account, please try the following:

Check that the complete email address and domain are entered correctly, such as @outlook.com, @hotmail.com, or any country-specific domain.
If you previously added another email alias or phone number, try using it to sign in.
Use the Microsoft username lookup tool with the recovery phone number or alternate email associated with the account.

Please feel free to let me know if you have any further updates, thanks.

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

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Chloe-V 10,775 Reputation points Microsoft External Staff Moderator

2026-07-30T06:37:49.4433333+00:00

Hi NourinWolt

May I know if you have got any chance to check my answer? I am glad to help if you have any other questions.
NourinWolt 0 Reputation points

2026-08-01T10:06:32.4033333+00:00

My account domain are @outlook.com
I didn't add an email or a phone number to my account to i cant sign in with them
I used the recovery tools but it didn't work, plus i tried finding my account on a web to see if it exist or not, but it still shows that my account doesn't exist
NourinWolt 0 Reputation points

2026-08-02T13:19:49.8666667+00:00

My account domain are @outlook.com I didn't add an email or a phone number to my account to i cant sign in with them I used the recovery tools but it didn't work, plus i tried finding my account on a web to see if it exist or not, but it still shows that my account doesn't exist
Chloe-V 10,775 Reputation points Microsoft External Staff Moderator

2026-08-02T23:15:42.31+00:00
Hi NourinWolt

Thank you for the update. I understand that the account uses ******@outlook.com address and that no recovery email address or phone number was added.

Since the username lookup and recovery form did not recognize the account, please enter the full email address in the Microsoft account Sign-in Helper. Microsoft specifically recommends this tool when the message says, “We couldn’t find an account with that username.”

You can also check any device or Microsoft service where the account was previously used, such as:

Windows: Settings > Accounts > Email & accounts

Office applications: File > Account

Previous Microsoft purchase receipts or subscription emails

These locations may show the exact username or another sign-in alias associated with the account.

Please note that this is a public user-to-user forum. Moderators cannot access account records, confirm whether an account still exists, or restore it.