Outlook.com account help


and password problems

Trouble signing in?

If you’re sure that you’re using the right password…

  • …but it says your password is incorrect, make sure that Caps Lock is off. Passwords are case-sensitive.

  • …but you still can’t sign in, the problem might be on our end. Check service status.

  • …and service status is green, but you still can’t sign in, someone might have gotten your password and is using your account. See My account has been Hacked.

If you’ve forgotten or lost your password, you’ll need to reset it.

Reset your password

  • You can reset your password at https://account.live.com/pw.

  • To help foil hackers, we ask you to enter some letters and numbers that are in a picture. The letters aren't case-sensitive. Get more info on how to enter the characters.

  • Make sure you create a strong password.



    Don't use the same password for different accounts.

    Do make the new password significantly different from previous passwords.

    Don't recycle passwords.

    Do change your password regularly.

    Don't use a single word for your password.

    Do use a password phrase (no spaces between words) that can’t be easily guessed.

    Don't use easy-to-remember personal info like your name, names of family members, your address, or phone number.

    Do use an easy-to-remember sentence or phrase converted into a string of initials, numbers, and symbols.

    Don't use passwords like "password," "money$$$," or "12345678."

    Do use our password checker to test your new password before you use it.

After you reset your password, it’s a good idea to add as much security info as you can to help make your account more secure. If you forget your password, or if someone else hacks (takes over) your account, you can use this info to get your account back. To learn more, see Why do I need to add security info?

I can't use any of these options

If none of the reset options are available to you, choose I can't use any of these options. You'll be able to contact customer support by filling out an online form. You’ll be asked to provide as much account information as you can. We take your account security seriously and need the information to help us prevent hackers from getting access to your account. You'll also need to provide an alternate email address where you can be contacted. A Microsoft customer service representative will contact you via email within 24 hours.

Run the Microsoft accounts troubleshooter in Windows 8.1

If you're running Windows 8.1, the Microsoft accounts troubleshooter can find and automatically fix some problems with your account. It's only available in English, but will work in all languages.

Need more help?

Get help with the Outlook desktop app.

Have ideas for Outlook.com? We want to hear them.

Can't get to Outlook.com? It might be something on our end.