Deepak Gupta

Can't sign in to your Microsoft account or Outlook

Start at account.live.com/password/reset. If Microsoft can't send a code to your phone or email, fill in the recovery form at account.live.com/acsr from a device and place you usually sign in from. Give as many old passwords and exact email subject lines as you can. Microsoft says it replies within 24 hours.

Do these 3 things now

1Try a password reset at account.live.com/password/reset first.Read to them:“Try a password reset at account.live.com/password/reset first.”
2If you can't get a code, fill in the recovery form at account.live.com/acsr on a device you have used to sign in before.Read to them:“If you can't get a code, fill in the recovery form at account.live.com/acsr on a device you have used to sign in before.”
3Don't reply to anyone offering to recover your account, and never call a number from a pop-up or ad.Read to them:“Don't reply to anyone offering to recover your account, and never call a number from a pop-up or ad.”

Open the Microsoft account recovery form

Official link: account.live.com

I am helping someone else

Helper mode: each step is written for you to read aloud. Let them tap and type on their own device; never ask them to send you a code. Send them this first.

01Is this you?

You forgot your Microsoft account password.
Codes go to an old phone number or email you can't reach.
The reset page can't verify you.

Not quite? Someone changed my password · Microsoft says my account is locked · My phone number was taken over

02Official recovery path

Go to account.live.com/password/reset and follow the steps to get a security code.Read to them:“Go to account.live.com/password/reset and follow the steps to get a security code.”source
If you can't get a code, open the recovery form at account.live.com/acsr.Read to them:“If you can't get a code, open the recovery form at account.live.com/acsr.”source
Fill in the form on a device you have used to sign in before, at a place you usually use it, such as home or work.Read to them:“Fill in the form on a device you have used to sign in before, at a place you usually use it, such as home or work.”source
Give a working email you can check. It can belong to a friend or relative. Microsoft sends its reply there.Read to them:“Give a working email you can check. It can belong to a friend or relative. Microsoft sends its reply there.”source
List old passwords you may have used. Check your browsers for saved passwords.Read to them:“List old passwords you may have used. Check your browsers for saved passwords.”source
If asked for email subject lines, copy them exactly. Ask friends or family you emailed from the account for help with names and subjects.Read to them:“If asked for email subject lines, copy them exactly. Ask friends or family you emailed from the account for help with names and subjects.”source

Did that get you back in?

Yes

Lock it down now. Change the password, turn on two-step, sign out other devices. It takes about 15 minutes.

No

A.If the form isn't approved, you can try again, up to two times per day. Add more detail each time.Read to them:“If the form isn't approved, you can try again, up to two times per day. Add more detail each time.”source
B.If you saved a 25-digit recovery code, use it to get back in.Read to them:“If you saved a 25-digit recovery code, use it to get back in.”source
C.Use Microsoft's sign-in helper. Enter the email or phone number you sign in with, and it tells you what to do if it finds a problem.Read to them:“Use Microsoft's sign-in helper. Enter the email or phone number you sign in with, and it tells you what to do if it finds a problem.”source
D.If two-step verification is on and you can't reach any of your verification methods, Microsoft says its support can't help you get back in.Read to them:“If two-step verification is on and you can't reach any of your verification methods, Microsoft says its support can't help you get back in.”source

Then: how long it takes

03How long it takes

Published by the platform

Microsoft says it responds to the recovery form within 24 hours, by email to the contact address you gave. With two-step verification on and lost security info, Microsoft says recovery can take up to 30 days.

While you wait

Check the inbox and junk folder of the contact email you gave.
Gather more old passwords and email details in case you need to send the form again.
List the sites that use this Outlook address, so you can update them later.

04Warn your contacts

Send this from another account or by text, so nobody falls for messages sent in your name.

I'm locked out of my Outlook / Microsoft account [address] for now. If you get a message from it asking for money, a code, or to click a link, check with me another way first. You can reach me at [other contact].

More templates: email, followers, customers

05Watch out for recovery scams

People who just lost an account are the main target of fake helpers. Only Microsoft account and Outlook's own app or website can restore your account.

Pop-ups and search results with a "Microsoft support" phone number. Microsoft says its real error messages never include a phone number to call. How it works
Fake support numbers placed in search ads. Microsoft also says it will never ask you to pay for support in gift cards or cryptocurrency. How it works
Calls from "Microsoft Support". Microsoft says that if you didn't ask it to, it won't call you to offer support. Hang up. How it works

All recovery scams and how to spot them

06Once you're back in: lock it down

0 of 9 doneAbout 32 minutes total

Scan your PC, then change your password5 minRun a full antivirus scan first. Then change your password at account.microsoft.com/security. Use one you have never used anywhere else.source
Check Recent activity3 minOpen account.live.com/Activity. For anything you don't recognize, select This wasn't me and follow the prompts.source
Keep more than one way to recover3 minAdd a second email and a phone number you control. Add new info before you remove old info. Changing all of it at once can restrict your account for 30 days.source
Turn on two-step verification5 minGo to account.microsoft.com/security and select Manage how I sign in. Under two-step verification, select Turn on and follow the steps.source
Add a passkey3 minOn your own device, open account.live.com/proofs/manage. Choose Add a new way to sign in or verify, then Face, Fingerprint, PIN, or Security Key, and follow the prompts.source
Go passwordless with Microsoft Authenticator5 minInstall Microsoft Authenticator and add your account. Then turn on the Passwordless account setting and approve the request in the app.source
Print a recovery code2 minOn the Manage how I sign in page, find the recovery code section and select Generate a new code. Print it and keep it off your devices. Any older code stops working.source
Sign out everywhere2 minIn your advanced security options, scroll to Sign out everywhere and select Sign out. It can take up to 24 hours, and it does not sign out an Xbox console.source
Check Outlook forwarding and replies4 minIn Outlook settings, check email forwarding, automatic replies, and connected accounts. Remove anything you did not set up.Unconfirmed, test pendingsource

Then do the 24-hour cleanup.

Free toolExposure CheckSee what of yours is already public.Free toolPassword Breach CheckCheck if a password shows up in known leaks.ReadHow do I know if my email was leaked?

07How it probably happened

Most likely
A forgotten password and out-of-date security info
Also common
A changed phone number, or a SIM swap, so codes no longer reach you
How this scam works
Less common
Someone else changed your details after a phishing email
How this scam works

Account taken, recovery details swapped

08Report it

Report a scam to Microsoft (microsoft.com/reportascam)

Lost money, being blackmailed, or someone is using your account to scam others? Report it to your country's cybercrime service too. If you are in danger, call your local emergency number.

United States

FBI Internet Crime Complaint Center (IC3)Report online crime, including account takeovers that led to money loss or extortion. The IC3 never contacts you first and never asks for money.
FTC ReportFraudReport the scam to the Federal Trade Commission.
IdentityTheft.govUse it if someone used your Social Security number or opened accounts in your name. You get a recovery plan.

United Kingdom

Report Fraud (England, Wales and Northern Ireland)Run by the City of London Police. It replaced Action Fraud on 4 December 2025. In Scotland, call Police Scotland on 101 instead.
Forward scam texts to 7726Free on most UK networks. Your provider can look into the sender and block it.
Report a scam email to the NCSCForward the email to report@phishing.gov.uk before you delete it.
Report Fraud: 0300 123 2040England, Wales and Northern Ireland. In Scotland, call Police Scotland on 101.

India

National Cyber Crime Reporting PortalRun by the Indian Cyber Crime Coordination Centre (I4C), Ministry of Home Affairs. Reports go to state and UT police.
Chakshu on Sanchar SaathiReport suspected fraud calls, SMS or WhatsApp messages to the Department of Telecommunications. It is not for money already lost: call 1930 for that.
National Cyber Crime Helpline: 1930Toll free, 24 hours. Call fast if money left your account: it can help freeze the transfer.

Canada

Canadian Anti-Fraud Centre: report onlineVictims and witnesses can report fraud or cybercrime online. Also contact your local police as soon as you can.
Canadian Anti-Fraud Centre: 1-888-495-8501Toll free. The CAFC does not contact people to ask for money.

Australia

ReportCyberReport cybercrime to police. Your report may go to your state or territory police or the AFP.
ScamwatchReport a scam, even if you lost no money. The AFP also points people worried about identity theft to IDCARE, a free support service.
ReportCyber phone line: 1300 292 371Report concerns about cybercrime or cyber security incidents. If life is at risk, call 000.

09Questions people ask

What is account.live.com/acsr?

It is Microsoft's account recovery form, titled "Recover your account". Use it when you can't get a security code to reset your password.

How long does the recovery form take?

Microsoft says it responds within 24 hours, by email to the working address you gave.

Can a Microsoft support agent reset my password?

No. Microsoft says support agents can't send password reset links or access or change account details. The form is the way in.

How many times can I try the form?

You can keep trying, up to two times per day.

Can I use a friend's email on the form?

Yes. Microsoft says the working email can belong to a friend or relative, as long as you can read the reply.

Sources and last check

Last verified: October 16, 2026. Steps checked against the platform's own help pages listed below. Device testing is ongoing; steps marked unconfirmed are still waiting for it.

Help with the Microsoft account recovery form (read 2026-10-16)
How to recover a hacked or compromised Microsoft account (read 2026-10-16)
How to get a Microsoft account recovery code (read 2026-10-16)
Microsoft account sign-in helper (read 2026-10-16)
How to use two-step verification with your Microsoft account (read 2026-10-16)

Wrong step or changed screen? Report it. Never include passwords or codes.