Solve any sign-in problem, recover lost messages and contacts, and restore blocked or closed accounts
You can’t sign in
Many things can stop you logging into your Microsoft account. The most obvious is that you’re using the wrong username or password, though you might be convinced that you’re not. Check that Caps Lock isn’t enabled, but don’t forget Num Lock too, as this can also cause incorrect input – particularly on laptops, as yours might have an ‘embedded’ numeric pad. Microsoft obscures typed passwords with dots, so open Notepad to check your keyboard is correctly typing what you’re inputting. You can even copy your confirmed details from Notepad using Control (Ctrl)+C and then paste it into the username or password field with Ctrl+V. Finally, check that the relevant Microsoft service is working. For instance, Outlook.com (née Hotmail) has a service-status page at www.snipca.com/17597 – so use this to discover if the problem is at Microsoft’s end. If all else fails, read the next tip.
Forgotten password or can’t log in
Can’t remember your password, or all login attempts have failed? It’s time to visit Microsoft’s password-reset page at www.snipca.com/17598
(with its dreaded Captcha). Follow the wizard-style Q&A. If you don’t have answers to some of the questions, then you’ll eventually reach a long information-request form: it’s safe to supply as much personal information as possible as it’ll eventually be reviewed by a Microsoft employee. It’ll take a while, but if your request is considered legitimate, you’ll be contacted with further instructions.
Your account is blocked
If Microsoft detects that your account might be involved in what it considers suspicious activity, then it will automatically block access for 24 hours. Spam sent from your account (which could happen if you’re hacked or even spoofed, for example) would trigger such a block. Return in 24 hours, supply the requested security information to confirm your identity, then see ‘Your account’s been hacked’ (below) to change all your security details. If the block isn’t lifted automatically, fill in the support form at www.snipca.com/17616 to have your account and problem reviewed by a human moderator.
Spam sent from your account
The most likely cause of someone sending emails purporting to be from your Microsoft email address is ‘spoofing’, where digital miscreants use names and email addresses to circumvent spam filters. Their lists are typically purchased in bulk, so it’s nothing personal. There’s nothing to do but wait for the perpetrators to move on to their next victim. If you receive ‘failure’ alerts, just delete them: the receiving servers are simply doing their job by reporting back to you as the ‘sender’. But if you fear your account’s really been hacked, read the next tip.
Your account’s been hacked
Fixing a hacked account depends on the situation. If you can’t even log in, first read the ‘Forgotten password or can’t log in’ tip. If access is still allowed, then immediately change both your password and backup security information. Log in at https://account.microsoft.com, click ‘Security & privacy’ at the top followed by ‘Change password’. Repeat, but this time click ‘More security settings’: check that all the information here is correct, clicking Remove, Edit or ‘Add security info’ as appropriate.
Also set up ‘Two-step verification’ to stop future hacks. Click ‘Set up two-step verification’ and follow the prompts. Finally, look in Outlook.com’s Deleted folder to recover any lost emails; and to restore missing contacts, visit https://people.live.com then click Manage, followed by ‘Restore deleted contacts’.
Windows 8 or 10 account problems
If you can’t access the Windows Store or are experiencing almost any other kind of problem with your Microsoft account in Windows 8.1 or 10, the little-known Microsoft Account Troubleshooter will detect and should be able to fix the problem. Download it from www.snipca.com/17617 then double-click to run. You’ll might be prompted to restart your PC after the tool has carried out detective work or be offered more instructions for fixing any problems that it finds.