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  1. Filling in the account recovery form can take time: try the account Sign-in Helper tool first. Sign-in Helper. The steps below will help guide you when filling out the account recovery form. It can be a lengthy process as it's designed to ask questions about your account that only you can answer.

  2. Learn how to reset or change your Microsoft account password. Get help with a forgotten Microsoft account password.

  3. Learn how to recover a hacked or compromised account, what to do next, and how to prevent your account from being compromised in the future.

  4. If you need to reset your password because you forgot it, see Reset your Microsoft account password instead. Change your password. Go to account.microsoft.com and if you’re not already signed in, sign in with the username and current password for the account you want to update.

  5. A Microsoft account recovery code is a 25-digit code used to help you regain access to your account if you forget your password or if your account is compromised. How to get a Microsoft account recovery code

  6. Account recovery unsuccessful. If your Microsoft account recovery request wasn't granted, you can keep trying as many times as you want, up to two times per day. We recommend that you watch the video below and review the guidance for filling out the recovery form before trying the form again.

  7. Sign in to your recovery account using the personal Microsoft account you used during the backup process. Your account credentials will be recovered to the new device.

  8. Recover your account. If you know your username but it's not recognised anymore, read My username has stopped working. If you see an error that says "We couldn't find an account with that username" or "account doesn't exist" use the Sign-in Helper tool.

  9. If the BitLocker recovery key is backed up to your Microsoft account, follow these steps to retrieve it: From another device, open a web browser and go to https://aka.ms/myrecoverykey Sign in with your Microsoft account and locate the key ID:

  10. Contact Support. For technical support, go to Contact Microsoft Support, enter your problem and select Get Help. If you still need help, select Contact Support to be routed to the best support option. Learn how to manage your Microsoft account security info and troubleshoot verification code issues.