Recover and reset your lost Microsoft account

Step 1: Welcome to the Lost Password Solution

Note If you know your Microsoft account email address, you can skip this tutorial and reset your password now.

To access your Xbox Live account, you must know both the email address and password that you use to sign in to your Microsoft account. If you have lost or forgotten your password, you will need to reset it in order to create a new password.

Important If you’ve forgotten both your Microsoft account email address and your password, first retrieve your email address using the Lost Account Solution, then reset your password.How would you like to reset your password? Recover and reset your lost Microsoft account

Step 2: Recover your password online

Go to the Get back into your account page and enter the Microsoft account email address for the account you’re trying to recover.

Note If you don’t know your Microsoft account email address, you’ll need that information before you can reset your account password. To find a forgotten Microsoft account email address, see the Lost Account Solution.

  1. In the second text box, type the characters displayed on the screen. This is to verify that you aren’t a robot.
  2. Next, tell us where you’d like us to send a security code. Enter the full email or phone number. If you use the Authenticator app, a code can also be sent there.

If you can use one of these options, click YES at the bottom of this page once you receive your security code. Otherwise, continue to the next section.

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

You can still access your Microsoft account by completing an online account recovery form. Go to Recover your Microsoft account.

  1. In the Contact email address text box, enter a current email address where we can contact you or send your password reset link.
  2. In the third text box, type the characters displayed on the screen. This is to verify that you aren’t a robot.
  3. To help maintain the security of your Microsoft account, you’ll be prompted for several pieces of identification information that you provided when you initially set up your account. Fill in as many of the boxes as you can. Recover and reset your lost Microsoft account

Tips for completing the online account recovery form

Provide an alternate email address which you can access. We’ll send the password reset link to that email once we have validated your account ownership.

Answer as many questions as you can:

  • When thinking of past passwords, provide as many as you can for us to check, even if you aren’t sure they’re correct.
  • Think back to when you created the account or last updated it. Have you moved since you created the account? Changed your name?
  • If you can, submit the form from a computer you frequently use with this account.
  • Your email address may be country specific. For example, if you created your account in Sweden, your domain would be “hotmail.co.se” instead of “hotmail.com.”
  • Select all the products that you use. The more information you provide, the more we can use to verify that you own the account.
  • When answering the Xbox questions,
    • Gamertag questions are not case sensitive.
    • Tell us which console your account has been used on the most.
    • Console IDs and Device IDs can be found in your console settings even if you are signed in

After you complete the form, you’ll receive an email acknowledging that your request has been received, then you’ll receive a response to that request within 24 hours (usually much sooner).

The password reset link will expire within 72 hours of delivery, so watch for it. Check your spam or junk folder to see if any of the account recovery emails are there if you don’t receive it. If you receive an email notifying you that there was not enough information provided 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?

Step 3: Enter a new password

To reset your password, click the link in the email you received.

After clicking the link, you’ll be prompted to choose a new password and enter it twice. Passwords should be at least 8 characters long and should contain a mix of upper and lowercase letters, numbers, and symbols.

Since you’re already online, we highly recommend that you take a few minutes and update your account so that you can easily reset your password if you need to do so in the future.

Step 4: Update your Microsoft account security information

Xbox Live requires that you have two security contact options on your account, and at least one must be a phone number or an email address. We recommend one phone and one email contact to provide the best security options for your account. By having two options, you’re more likely to have access to at least one of these contact methods, reducing the chance of being locked out of your account for even a short time.

Add a phone number or an email address to your account

To add security information to your Microsoft account:

  1. Go to Security settings and sign in with your Microsoft account.
  2. Under Security info helps keep your account secure, click Add security info.
  3. From the dropdown list, select whether you want to add a phone number or an alternate email address.
  4. We’ll send a security code to you at that phone number or email address to make sure we got it right.
  5. Enter the code in the field provided.

For more information about managing your security information, see:

Step 5: Can you sign in now?

Now that you have your Microsoft account email address and password, try signing in online or on your Xbox console.

Are you now able to sign in to your Microsoft account?

Step 6: Congrats, you’re signed in!