When you can't sign in to your Microsoft account

If you can't remember your password, your password isn't working (and you've made sure Caps Lock is off) or if you think someone has stolen or hacked your Microsoft account, go here to reset your password.

There are two ways forward, depending on how you've set up or used your account:

  1. If you've added security info to your account, we'll send a one-off code to the alternative phone number or email address you gave us. When you enter that code on the next screen, you'll be able to set a new password.

  2. If you don't have or can't get to your alternative phone number or email address, tap I don't have access to these. You'll go to a security questionnaire, where you'll be asked for info like the subject lines of email you recently sent from your account, your date of birth, credit card info and other details that only you would know.

Watch a video to learn how to reset your password. (To view captions in your language, tap or click the Closed captioning button Closed Captioning button.)

I think I've been hacked!

If you're sure you're using the right password but still can't sign in, your account might have been compromised. It's possible that a hacker has guessed or stolen your password, and might be using your account to access your personal info or send spam. We can help you recover your account, and help prevent it from being hacked again.

To recover a hacked account

  1. Try to sign in to your Microsoft account.

  2. Do one of the following:

    • If you can still sign in to your Microsoft account, you should change your password immediately, so whoever stole your old password can no longer use it. Tap or click the Security & password page, tap or click Change your password, then follow the instructions.

    • If you can't sign in to your account, a hacker might have changed your password and taken over your account. Tap or click Can't access your account?, select I think someone else is using my Microsoft account, tap or click Next, and follow the instructions.

      You can also go directly to the Reset your password page, and follow the instructions.