Share via

We couldn't find an account with this user name. Try entering a different user name or get a new Microsoft account.

Esat 20 Reputation points
2025-08-03T17:59:58.03+00:00

I tried to log in to my account and this message popped up: "We couldn't find an account with this user name. Try entering a different user name or get a new Microsoft account." I think my account was stolen. I still have access to the Gmail account I used to create the Microsoft account, and that Microsoft account is linked to my gaming account, which is worth a lot of money. I believe my account was either deleted or its information was changed after it was hacked.

Microsoft 365 and Office | Subscription, account, billing | For home | Other

Locked Question. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

Emmanuel Santana 39,210 Reputation points Independent Advisor
2025-08-04T05:44:31.04+00:00

Hello. Unfortunately, you’re likely right that your account has been compromised. Often, hackers create an alias and either delete your account or, sometimes out of spite, delete it entirely.

The best and simplest step now is to contact Microsoft directly. There’s a dedicated page for this issue here: https://support.microsoft.com/en-us/account-billing/my-username-and-password-have-stopped-working-802abb61-19db-4e88-a5ff-fc83c97d1a9d

User's image On that page, look for this option, expand it and select “Contact Support.” This is the fastest way to get it in touch with them.

Was this answer helpful?

1 person found this answer helpful.
0 comments

2 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Gdeen Owhdeen 0 Reputation points
    2026-06-04T02:51:49.1066667+00:00

    Hi Microsoft, I seem to be experiencing the same issue. I have a Microsoft account at ******@gmail.com, but now it's not registered, and I can't log in to Microsoft with it.

    Was this answer helpful?

  2. Anonymous
    2025-08-04T00:33:01.5733333+00:00

    Dear Esat,

    Welcome to Microsoft Q&A.

    Thank you for reaching out to us about your problem. Based on your post, I understand that you are frustrated because your account is unable to login.

    If you can’t sign in and suspect your account was hacked or deleted, start here:

    • Microsoft Account Recovery Form This form lets you submit details like your Gmail address, Xbox Gamertag, past passwords, and services used. Microsoft will review your answers and respond within 24 hours.

    For help filling it out, check:

    If your issues still persist, I suggest you contact our online agent to check the account status for you. Since the community forum is a public community, in order to protect user privacy information, we cannot access any user privacy information and relevant data, so, I can't query your account directly for you, but I can point you in the right direction.    

    Please use an available personal Microsoft account to contact an online agent:     

    1. Click on this page https://support.microsoft.com/en-us/contactus, type "account recovery" to search and click "Sign in to contact support" at the bottom of the page.
    2. Sign in to another available Microsoft account. Make sure you log in with your personal account.
    3. Under Products and Services, select "Other Products".
    4. Under Categories, select "Manage Account Security" and click Confirm.
    5. Click on "Chat with a support agent in your web browser".

    Please contact chat during local working hours. I hope you can solve the problem smoothly.

    Best regard,

    Ami - Microsoft Q&A Support Specialist

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

    Was this answer helpful?

    0 comments