Get my Hotmail back (******@hotamail.com)

Question

Hi support,

Someone hack into my outlook account and I cannot login my email.

I sent an email last Friday (23Aug), and Ulrica.W - MSFT has replied to my question Get my Hotmail back (k***@hotamail.com) in Microsoft Support Community.

Thank you for helping me to recover my email account (***@hotmail.com).

however, I still cannot access into my account.
my phone number: ***
I have no others way that can get my email, I can't find any way to contact and chat with the agent.
This is my workplace email: ***@cathaypacific.com, please contact me by this email or my another personal email: ***@gmail.com

I tried to fill in the form to recover my account, however, it replied that the information was not sufficient to validate my account. (please see the below photo)

What information I still need to provide?

How can I recover my email account?

I tried many many times and still cannot get back my email account…

There are many personal linkage which I submitted my Hotmail, I need to get back this account.

Please help…..

I reset the password and outlook need to verify my account, but it show There's a temporary problem with the service. Please try again. If you continue to get this message, try again later. (please see the below cap screen)

Can you help me to solve the problem?

Many thanks!

Best Regards,

Tiffany

Answer 1

Dear Tiffany Tang

Welcome to the Microsoft community.

Based on your description, I understand that you have encountered a problem while restoring your Hotmail account

I would like to confirm with you that you know your account password and that you have the verification information available. Also, do you have double authentication (2FA) enabled?

If you have verification information available (e.g., verification email or mobile phone, etc.), follow the steps in the link below to change your account password: Recover your account (live.com)

If you encounter an error during the verification process (this authentication method is temporarily unavailable, etc.), this may be due to a problem with your browser's cache or network. You can try the following network-related troubleshooting:

1. Clear your browser's cache or switch to another browser. (Disclaimer: Your browser automatically saves temporary internet files to help pages load faster. Clearing this cache will sometimes fix website issues. Back up all your personal files, such as Favorites, first to make sure you don't lose data.)
2. Log in to your browser's privacy mode (the shortcut is Ctrl Shift + N).
3. Change your network or IP address.
4. Try signing in from another trusted device.
5. If you're using a proxy or VPN, temporarily disable it and log in.
6. If you're using a firewall or third-party antivirus program, you can try temporarily disabling it and logging back into your account. (Disclaimer: Temporarily disable antivirus protection. However, keep in mind that if you do, your device may be vulnerable to threats. So, turn it on immediately once the problem is fixed.)
7. Sometimes server issues are temporary, you can wait for a while and try again

Also, here are some tips to help you pass the verification successfully. When attempting to complete the recovery form: Recover your account

• Select the Microsoft services you used and complete the suggestions below. However, if you don't use the service, you can fill in your Minecraft purchase history.
• This form will ask you for certain information to verify your identity, such as your name, date of birth, and any other email addresses or phone numbers you have used to sign up for an account.
• The secret to going through the verification process is to provide as much accurate information as possible. The more accurate your information, the more likely you are to pass verification.
• Answer the questions with the information you used when you created your account or last updated it, preferably by submitting an account recovery request using a computer or device that has successfully accessed your account.
• Also, in the Outlook.com section, you can ask family, friends, or business contacts for help in determining your email address and providing the subject of any email you send. If you only get the recipient's email address, but not the subject of the message, you can specify [none] as the exact subject of the email. Don't leave it blank. If you haven't sent an email yet, but you've received it, try typing your email address in your inbox and attaching a subject line. You'll have a better chance of recovering your account.
• You can refer to Help with the Microsoft account recovery form - Microsoft Support

You can also try contacting online support, they may be able to offer you more help: Contact - Microsoft Support

• Type your question to search for it and click "Sign in to contact support" at the bottom of the page.
• Sign in to another available personal Microsoft account.
• Under "Products & Services," select "Other Products."
• Under Categories, select Manage account security, and then click Confirm.
• Click Chat with the support agent in your web browser.

Contact online support during business hours in your area.

I hope the above information can help you!

Don't hesitate to write if you need more help.

Best regards

Icon - MSFT | Microsoft Community Support Specialist