Fix OneDrive Not Recognizing Email Address for Password Reset
Question details
The user needs to regain access to their OneDrive account, but the system fails to recognize their email address and returns a temporary service error during the password reset process.
- Product
- OneDrive
- Device & OS
- not provided
- Scenario
- Attempting to reset a Microsoft/OneDrive password after experiencing suspicious account activity, such as unexpected Skype charges.
- Observed behavior
- The password reset verification process does not recognize the email address associated with the account and reports a temporary service problem when trying to send a security code.
Before beginning the account recovery process, ensure you are connected to a stable network, and try clearing your browser cache or using a private/incognito browsing window to rule out localized browser conflicts.
Use the Official Microsoft Account Recovery Form
If your email address is not recognized or you receive a service error, you will need to bypass the standard reset tool and use the official Microsoft Account Recovery form to verify your identity.
When an account is compromised, hackers often change the primary alias (email address) associated with the account. This causes the system to say your original email is no longer recognized.
The recovery form is fully automated, so you must provide as much accurate historical account information as possible.
Go to account.microsoft.com and attempt to log in. If your email is rejected, look for the 'Forgot password' or 'Can't access your account?' link.
If the standard security code verification fails or returns a temporary service error, select the option stating you do not have access to these verification methods to be redirected to the Account Recovery Form.
Fill out the recovery form with an alternate email address where Microsoft can contact you. Provide historical passwords, billing information (such as recent Skype purchases), and email subjects if you used Outlook.
Secure Connected Services and Check Activity
If you suspect an account compromise due to unexpected charges, it is critical to secure other online accounts that may share the same credentials.
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Frequently Asked Questions
Why does Microsoft say my email address does not exist?
This usually happens if an unauthorized user gained access to your account and changed the primary alias to their own email address. It can also occur if your account was permanently deleted due to an extended period of inactivity.
What does a 'temporary service problem' mean during a password reset?
This error generally indicates a server-side issue with Microsoft's verification systems. If clearing your browser cache or trying a different network does not resolve it, you may need to wait a few hours before attempting the password reset again.
How do I stop unauthorized charges to a compromised Microsoft account?
If you cannot log into the account to manage your subscriptions and cancel the charges, you must contact your bank or credit card issuer immediately to report the unauthorized transactions and request a block on the card.
