[moderator's note: PII removed]

Hi PayPal UK,  

For privacy and security reasons, I’ve intentionally masked the email address above to help protect personal information. 

I understand this can be frustrating when having trouble signing in to your Outlook.com account, especially if you need to access your email urgently. 

Since this is a public forum, for privacy and security reasons, I’ve masked your email address from the post for your privacy. Also, no one here can sign in to the account for you or change the account details directly, but I can guide you through the suitable steps. 

To help narrow this down, could you please let us know: 

• What happens when you try to sign in? 
• Do you see any error message? If yes, please share the exact wording. 
• Is the password being rejected, or are you stuck at the verification step? 
• Are you able to receive the security code to your recovery email or phone? 
• Have you tried signing in from a different browser or device? 

In the meantime, please try these steps: 

1. Try signing in using an InPrivate/Incognito window 
2. Try a different browser or device. If possible, test from another phone, tablet, or computer. 
3. Reset your password 

• Please go to https://account.live.com/password/reset 
• Follow the prompts and choose the option that best matches your situation.  

4. If you can’t access the verification options shown  Please use the Microsoft Sign-in Helper: https://aka.ms/sign-in-helper  to guides you to the right path.  
5. If you still can’t recover the account normally 

• Please complete the account recovery form here: https://account.live.com/acsr 
• For more information, please visit Help with the Microsoft account recovery form - Microsoft Support 

6. If the issue is that you are not receiving the security code 

• Check the Junk/Spam folder 
• Make sure your phone can receive SMS if the code is sent by text 
• Wait a few minutes and try again 
• Double-check that you are choosing the correct recovery email or phone option shown on screen  

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

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. 

Hi,

What is the exact error message you get when trying to log in?

Do you have any recovery methods set up, such as an alternate email or phone number?

Are you using the classic app, the new app, or the web version?

This will help me guide you better.