My account isnt recognised when i try to synchronise it and im stuck at windows hello because it uses a different e mail i dont know.

Question

My account is not synchronised and when i try to synchronise it it doesnt recognise my account. then it tries to use windows hello but it uses a whole different e mail which i do not know and so i am soft locked out of my account and this account is important for me.

Answer 1

Disclaimer: We noticed this thread is posted in the Dutch region, but the question is written in English. Following our forum policy, I am responding in English to match the language of your query. If you prefer to view this response in Dutch, please feel free to let me know.   

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Hello Mika van den Heuvel,  

Welcome to the Microsoft Q&A forum.  

I understand how concerning this is, especially since Windows Hello is prompting you to verify with an email address you don’t recognize, and the account is important to you. Based on what you described, this looks like a Microsoft account sign-in / security verification issue rather than an Outlook sync setting.

1, Regain access to the Windows device (reset Windows Hello PIN)

If you are currently blocked at the Windows sign-in screen, try resetting your Windows Hello PIN using the built-in “I forgot my PIN” option.

On the Windows sign-in screen, choose PIN (Windows Hello).

1. Select I forgot my PIN (if shown), then follow the prompts to verify your Microsoft account and create a new PIN.
2. If I forgot my PIN is not shown, choose Sign-in options and sign in with your password first, then reset the PIN from Settings > Accounts > Sign-in options.

This step is important because it can get you back into the device even when Windows Hello is stuck.

2, If you don’t recognize the verification email or suspect unauthorized changes, start with Microsoft Account Sign-in Helper

• Use Microsoft’s Sign-in Helper to check the account status and be routed to the correct recovery option. This is also the starting point Microsoft recommends when an account may be compromised. Reference: Microsoft account sign-in helper - Microsoft Support | How to recover a hacked or compromised Microsoft account - Microsoft Support 
• If the tool routes you to the Microsoft account recovery form, follow the official guidance for completing it as accurately as possible: Help with the Microsoft account recovery form - Microsoft Support

3, After you regain access, review and secure the account

Once you can sign in again, review and update the ways you verify sign-in (security info). Microsoft documents how to open Manage how I sign in and add verification methods (email, authenticator app, passkey, etc.). Reference: Microsoft account security info & verification codes - Microsoft Support

If you’re still blocked after the Sign-in Helper flow, use the official Contact - Microsoft Support entry point for assisted options.

Please note that contributors on this forum don’t have access to Microsoft’s internal account systems to view or change your verification email on your behalf.

Hope this helps point you to the fastest recovery path.

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