hotmail.co.uk unable to gain access to account

Question

hotmail.co.uk unable to gain access to account

Anonymous

Hi,

I have been trying to assist a friend of mine who has recently lost access to her hotmail.co.uk account which is linked to a copy of microsoft 365 which she pays for. This particular account is important to her as it has pictures of her mother who recently passed and as she is unable to access the 365 account she is becoming quite distressed.

The issue appears to have came about because of unauthorised access from Vietnam and one of the Baltic states and this has flagged the account as having suspicious activity against it.

Despite going through several attempts to answer the security questions of which she has around 70% correct the system still fails to either grant her access or send an email detailing the issues to the email address I am using in the attempt to regain access to the account.

The questions which I suspect are being rejected are in relation to an old xbox gamertag and console ID which she cannot remember and therefore I suspect the system is flagging the security as being incomplete.

Can anyone suggest how we regain access to the email account and ultimately the Microsoft 365 account please, as we have attempted to contact Microsoft Support UK and they have just referred the lady back to attempting to access online.

kind regards

Derek

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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2 answers

Answer 1

Hi Palcouk,

Yes we have been through the automated system and the account helper several times, still comes back with the same results where no email is received back to my personal account to state why authentication has failed or giving alternative ways of accessing.

Unfortunately the lady has replaced her old mobile number with a new number due to issues with unsolicited callers, etc. so there is no access to the old mobile number she had listed within the account either which is making matters a bit more complicated.

Thanks for taking the time to provide an answer on this as it is a very sensitive subject due to the Microsoft 365 subscription being attached to the email address and pictures of her late mother being held in the one drive component.

kind regards

Derek

Answer 2

The free mail accounts from MS any recovery/password change is an automated online process with no chat/phone support.

Have you also seen this?

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

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hotmail.co.uk unable to gain access to account

2 answers