Can't sign in. Sign in says the account is not existing, but it's found in the sign in helper.

Question

I can't sign in into my account. It says that the account with this name is not found.

However, when I try to check the account in the Sign In Helper tool, it says that the account is all good.

Sign In helper doesn't help recovering my account, nor reset password, nor recover form don't find the account. But when I do a username restore it does send me the email, and after entering the code I receive into my email it show the username masked

Answer 1

Hi @Yevdo Abramov

I understand why this appears contradictory. Receiving a security code only confirms that the recovery email address or phone number is associated with a Microsoft account. The masked username shown afterward may be a different sign-in alias.

Please compare the visible characters and domain in the masked username with the address you are trying to use. If they differ, try signing in with the corresponding alias or another email address or phone number previously linked to the account.

If the masked username appears correct but Microsoft still says the account does not exist, please contact Microsoft Support:

• Open Contact Microsoft Support.
• Click Show expanded list of products
• Select Outlook > Get Home support
• Type Account Recovery in the search box, then select Get Help > Contact Support
• If you can’t sign in to the affected account, sign in with a different Microsoft account to access support options
• Under Products & Services, select Other Products > Manage Account Security then choose Chat with a support agent via web browser

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Thank you for your understanding. 

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