I'm sorry about the issue. Please try the following fix:
1. Click on the website below:
2. Then there, select the option "I forgot my password", then click on Next at the bottom.
3. Then in the first box, type in the email address associated with your Microsoft / Office account.
4. Then in the second box, type in the characters as shown on the page.
5. Then click on Next at the bottom. Then follow the instructions there in order to reset your Microsoft account password, and check.
Please reply at the box below to continue troubleshooting. Thank you.