Can't sign in on Microsoft Account

Question

Hi! I'm trying to login using my other Microsoft account (let's call it account "B") but I'm receiving this error: "We couldn't find a Microsoft account. Try entering your details again, or create an account."

I didn't used the account B for some time.

I tried to solve this using the Sign-in helper (I went to "account locked"), and I received this response:

"Hello,

Thank you for taking the time to contact us regarding your account takeover issue, We appreciate your patience during this investigation. After a thorough review of your account and billing activity, we found no indication of unauthorized access or fraudulent activity.

If you are having problems accessing your account, please submit your information directly to Microsoft account recovery support via https://account.Live.com/password/reset. Thank you for your understanding and patience during the investigation of your account.

Thank you,

Microsoft Account Safety"

After that I tried to sign-in again and it didn't work. The same error message was shown. So I had to use the Sign-in Helper again. I was looking to the right way to restore my account and I received this response:

"Hello,

Thank you for taking the time to contact us regarding your account takeover issue, We appreciate your patience during this investigation. After a thorough review of your account and billing activity, we found no indication of unauthorized access or fraudulent activity.

If you are having problems accessing your account, please submit your information directly to Microsoft account recovery support via https://account.Live.com/password/reset. Thank you for your understanding and patience during the investigation of your account.

Thank you,

Microsoft Account Safety"

Weirdly, my Windows license that I bought from account B also suddenly disappeared from the account I'm using to post this (let's call it account "A"), I registered windows with account A so I don't know how one thing is related to the other.

Thanks.

Answer 1

Hi Abraão Filho,

I understand that account B is no longer recognized and that the Windows license purchased through that account also appears to be missing.

Please note that this is a user-to-user forum, so contributors cannot access the account, verify whether it was closed, or review its purchase history.

The message “We couldn’t find a Microsoft account” generally means that the sign-in address is not currently recognized. Since you have already used the Sign-in Helper twice, there is no need to repeat the same process.

Please try the following:

1. Carefully check the complete sign-in address, including the domain, such as @outlook.com, @hotmail.com, or a country-specific domain.
2. Try any other email address, phone number, or Skype name that may previously have been used as a sign-in alias for account B.
3. If you have not signed in to account B for more than two years, the account may have been closed because of inactivity. An account deleted for inactivity cannot be reopened. However, certain activity, such as an eligible Microsoft product purchase, may keep an account active, so Microsoft Support would need to advise whether any account-specific assistance remains available.
4. Check the Windows activation status directly on the affected computer by opening Settings > System > Activation. If Windows is not activated and the Troubleshoot option appears, select it and follow the instructions. A Windows digital license is associated with the device hardware and may also be linked to a Microsoft account.

Since the Sign-in Helper has not resolved the issue, you can contact Microsoft Support via live chat:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Recovery" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

I hope this helps clarify the available options for both the account and the Windows license.

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