Step 1: Can’t access your account?

Can’t access your account?

You can recover your account, even if a hacker has changed the password. If your account has been hacked, first try to reset your password. If you previously connected your account with an additional email address and/or a mobile phone number, we'll send your new password there. You don’t need to know the password to reset it.

To reset your Microsoft account password online, go to Get back into your account and follow these steps:

  1. On the Why can’t you sign in? screen, select the issue that is preventing you from signing in and click Next.
  2. On the Recover your account screen, enter your Microsoft account in the first text box. If you don't know your Microsoft account, see Find your Microsoft account email address or password.

    In the second text box, type the characters displayed on the screen. This is to verify that you aren’t a robot. Click Next to continue.

  3. On the We need to verify your identity screen, you’ll be given the option of the having a reset link sent to you by email, or having a code sent to your phone. Choose the option that works best for you:
    • Email: Choose this option to have a reset link sent to the alternate email address associated with your account. When you open the password reset email, click the link to reset your password.
    • Text: Choose this option if you have associated a phone with your account where you can receive a security code by text or voicemail. If you choose this option, you'll be asked to re-enter the last four digits of your phone number as an additional security measure.

    If you can use one of these options, click YES below after you receive your password reset link or code. Otherwise, continue to the next section.

What to do if you can’t use any of the password reset options

If you can't use any of the password reset options, select I don’t have any of these on the We need to verify your identity screen. Follow these steps to access the online account recovery form:

  1. In the Contact email address text box, enter a current email address where we can contact you.
  2. Click Next.
  3. To make sure we have the correct contact email, we will send a code to that address and ask you to enter it.

To help maintain the security of your Microsoft account, you’ll be prompted for the identification information you provided when you initially set up your account. Fill in as many of the boxes as you can.

Tips for completing the online account recovery form

After you complete the online account recovery form, you'll receive an email acknowledging that your request has been received. You'll receive a response to that request within 24 hours (generally much sooner).

Note The password reset link will expire within 72 hours of delivery, so you’ll want to keep an eye out for it. If you don’t receive an email, check your spam or junk folder to see if any of the account recovery emails are there.

If you receive an email with a password reset link, click YES below. If you receive an email notifying you that you did not provide enough information to verify your identity, or if you don’t receive an email at all within 24 hours, click NO below.

Have you received your password reset link or code?

YES
YES
NO
NO