switching to new phone.

Scott Rawlings 20 Reputation points
2026-03-14T10:08:21.8933333+00:00

Hello

My wife has switched to a new phone and while logging in to everything she has been locked out from her Hotmail email account. She thinks she put in the correct password but maybe incorrect?

Verify didn't work while putting in the correct digits for the two stage and she tried multiple times and it locked her out.

We still have both phones and have not been logged out for her old phone so hopefully this may help.

I have tried to recover her account this morning filling out the recovery form but unsuccessful.

She just wants to change password.

Any help would be great

thanks

Outlook | Web | Outlook.com | Account management, security, and privacy
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Answer accepted by question author
Chloe-L 13,690 Reputation points Microsoft External Staff Moderator
2026-03-14T22:30:52.6633333+00:00

Hi Scott Rawlings, 

I understand how stressful it is to be locked out of an email account, especially during a new phone setup. 

The most important step right now is to not log out of the old phone. As long as she is still logged in there, you have a trusted device which is the best way to regain access. Please try these steps: 

  • Wait 24–48 hours: Because she has attempted the login/verification process multiple times, the account is currently under a temporary security rate limit. Please allow the account to rest for at least 24 to 48 hours without any further attempts, which will help clear the block. 
  • Use the "Forgot Password" flow: After the waiting period, go to account.live.com/password/reset from a browser on her old phone (or a computer she has previously used for this email). While being logged into the email app itself won't let you change the password, if her old phone has the Microsoft Authenticator app, or if it can still receive SMS text messages to her registered phone number, you can use that device to successfully receive the two-stage verification code. 
  • Avoid further Recovery Form attempts: Since she has two-factor authentication (2FA) turned on, the automated Account Recovery form is strictly disabled by the system. Please do not continue to fill it out, as it will not be effective for this type of account security. 

Please let me know once you have waited the suggested time and attempted the password reset. I am here to assist if you have further questions. 

Best regards, 

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  1. AI answer

    2026-03-14T10:08:45.72+00:00

    To change the password and regain access, follow these steps in order, using only official recovery paths.

    1. Use standard password reset first
      1. Go to Recover your account: https://account.live.com/password/reset
      2. Enter the Hotmail address and select I forgot my password.
      3. Choose where to get the security code (phone/email/Skype) and select Next.
      4. Enter the code, then set a new password and confirm it.
      5. Ensure the correct domain is used (for example, @hotmail.com vs a country domain like @outlook.co.uk) and check for spelling differences in the name (for example, rachel vs rachael). If there is another alias or phone number on the account, try that as the sign-in ID.
    2. If the system says the account/username cannot be found
      1. Carefully recheck the email address and domain.
      2. If it still shows “We couldn’t find an account with that username”, use the Contact support option from the article and tell the advocate the username has stopped working.
    3. If two-step verification is enabled and codes are failing/blocked
      1. If two-step verification is on and none of the verification methods (phone, email, authenticator) can be accessed or used successfully, support cannot override this or send a manual reset link. This is by design to protect the account.
      2. If at least one method still works (for example, SMS to the old phone), use that method from the Recover your account flow and complete the reset.
    4. If locked out due to too many attempts
      1. Wait for the temporary lockout to expire (usually several hours) before trying again.
      2. When trying again, use a familiar device and network (for example, the old phone or a home PC where the account has been used before). This increases the chance automated checks will succeed.
    5. If normal reset fails and two-step verification is not turned on
      1. Use the Sign-in Helper tool referenced in the recovery guidance: https://go.microsoft.com/fwlink/?linkid=2214157
      2. If the verification options shown are not recognized, follow the Sign-in Helper instructions to proceed.
    6. Use the Microsoft account recovery form correctly If the above flows do not work, the recovery form is the only remaining path:
      1. Before filling it out again, gather as much information as possible about how the account has been used:
        • Exact subject lines of recent emails sent from that Hotmail account.
        • Email addresses of frequent contacts (friends/family can help recall these).
        • Old passwords that might have been used.
        • Any Microsoft services used with this account (Outlook.com/Hotmail, Skype, Xbox, etc.).
      2. Then complete the Account recovery form: https://go.microsoft.com/fwlink/?linkid=2288285
        • Use a device and location where the account has been used before (for example, the old phone on the home Wi‑Fi).
        • Answer as many questions as possible; wrong answers do not count against the request.
        • Use “add more” wherever available to provide extra details.
      3. Microsoft will review and respond within about 24 hours.
    7. Important limitations
      • If two-step verification is enabled and none of the alternate verification methods can be accessed, support agents are not allowed to reset the password or change account details.
      • The old phone still being signed in can help only if it can still receive verification codes or access the account security pages; it does not let support bypass security.

    Once access is regained, immediately:

    • Update the password to a strong, unique one.
    • Confirm recovery phone and email are current and working.
    • Consider enabling (or reconfiguring) two-step verification with multiple methods so a future phone change does not cause lockout.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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