can't login into my outlook account

Follow these steps in order, based on the current account-recovery rules:

1. Use the Sign-in Helper instead of only the recovery form
   • Go to the Sign-in Helper tool: Sign-in Helper.
   • Enter the email/phone/Skype name used for that Outlook/Microsoft account.
   • If the username “does not exist” or “account doesn’t exist,” follow the guidance in My username and password have stopped working to verify spelling and domain (for example, outlook.com vs outlook.co.uk).
2. Try standard account recovery again
   • If the username is recognized, select Recover your account: Recover your account.
   • Choose where to receive the security code (email, phone, etc.), then enter the code and set a new password, even if the account was originally accessed with a passkey.
   • Tips from the recovery guidance:
     • Make sure the domain is correct (for example, outlook.com, hotmail.com, regional domains).
     • Try any other alias or phone number that might be on the account.
3. Improve chances with the Microsoft account recovery form
   • Before re-submitting the form, follow the official guidance: Help with the Microsoft account recovery form.
   • Use a device and location previously used to sign in (same laptop or phone, home/office network) to increase the likelihood that the system recognizes the sign-in.
   • Ensure a working contact email is available to receive responses about the request.
   • Then submit the form again via the official Account recovery form, providing as much accurate detail as possible.
4. If two-step verification was enabled
   • If two-step verification was turned on and none of the verification methods (phone, email, authenticator) are accessible, support cannot reset the account or bypass verification. This is a hard security limit.
5. If the system says the account doesn’t exist
   • If the message is “The Microsoft account you've entered does not exist,” double-check spelling and domain.
   • If still not recognized, follow the guidance in My username and password have stopped working and use the Sign-in Helper again.
6. When recovery still fails
   • If repeated recovery attempts are rejected and there is no access to verification methods, the account cannot be restored under the documented rules.
   • For additional help with sign-in issues (including Outlook.com), use the support entry points in the Outlook.com help article (for example, “Still need help?” and “Contact support”) and the Microsoft account support contact options.

For the Office Home 2024 license tied to that account, recovery of the Microsoft account is required to manage or reinstall it. If the account cannot be recovered, contact Microsoft account & billing support via the official support channels listed in the Outlook.com and Microsoft account help pages to review options.

References:

• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• My username and password have stopped working
• Can't sign in to Outlook with Outlook.com account
• After I changed my primary alias on my outlook.com account, I can't log back in
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A