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Password reset (Hotmail account)

Anonymous
2025-07-14T12:30:33+00:00

Hi - I have been trying to reset my password for my Hotmail account. I have not been able to do it. It asks me for 2 step rest. Step 1 through my recovery email and it works well, stp 2 through my phne number, and here it gives me an error message saying the phone method does not work and to try another. But trying another does not work as it does not allow me to use the recovery email for both of the 2 step process. How do I fix this and get access to my account again?

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Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Don Varnau 19,800 Reputation points Volunteer Moderator
    2025-07-19T08:03:41+00:00

    Hi Chloe - I have tried already all of the above.

    1. Recovery form does not work as it says I have two step security and hence they do not recover email in that case
    2. I have waited days before re-trying and similar issue
    3. I have been using the same wifi I have used for years
    4. I agree, but first I need to recover access to my email
    5. It asks me for a 25 digit code I have no clue about

    What other options are there?

    I still have access to my email trhough my mobile app as I never logged out, is there a way to change security settings there or password? I tried changing the password but it does not seem it is possible

    Mattia

    Sorry. Just noticed this abandoned thread.

    The account recovery form is the only way to recover this account.

    How to recover a hacked or compromised Microsoft account

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

    Sorry again but...

    Microsoft Support contacted via phone or chat won't be able to help you with this.

    In this article https://support.microsoft.com/en-us/account-billing/contacting-support-for-a-microsoft-account-bb65aa6a-9135-31df-0b36-d6318d6f4e0f 

    is the warning that

    "Important:****To protect your account and its contents, our support agents and advocates are not allowed to send password reset links or access and change account details."

    I've seen a number of posts recently saying that recovery using a phone number simply isn't working. I've not seen a workaround.

    Don

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  2. Anonymous
    2025-07-15T07:22:27+00:00

    Hi Chloe - I have tried already all of the above.

    1. Recovery form does not work as it says I have two step security and hence they do not recover email in that case
    2. I have waited days before re-trying and similar issue
    3. I have been using the same wifi I have used for years
    4. I agree, but first I need to recover access to my email
    5. It asks me for a 25 digit code I have no clue about

    What other options are there?

    I still have access to my email trhough my mobile app as I never logged out, is there a way to change security settings there or password? I tried changing the password but it does not seem it is possible

    Best,

    Mattia

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  3. Anonymous
    2025-07-14T13:19:21+00:00

    Hi Mattia,

    Thank you for reaching out. I understand how frustrating it is to try to reset your password and get blocked by the two-step process, especially when your recovery email works but the phone option fails. I’ll guide you through your options.

    Why this is happening:

    Microsoft’s security process requires two different verification methods (like email + phone) for resetting sensitive information. Unfortunately, it does not allow using the same recovery email for both steps.

    If the phone method is failing — for example if the number is outdated or there’s a technical issue, the process stops, and you’ll see an error.

    What you can do next:

    1. Try using Microsoft’s account recovery form
    • Go to https://account.live.com/acsr.
    • Enter your locked email address, then provide a working email Microsoft can contact you at.
    • Fill in as many details as possible (old passwords, subject lines from past emails, services used with this account). This helps prove you own the account.

    2. Avoid multiple rapid attempts
    • Too many tries in a short period can temporarily block recovery. Wait a few hours or a day, then try again.

    3 . Sign in from a familiar device & location
    • Use a device and Wi-Fi you’ve used before with this account.
    • Avoid using VPNs, as this can trigger extra security checks.

    4. Once recovered, update your security info
    • After you regain access, immediately update your phone number and add an alternate email under Security info, so future resets are easier.

    5. Try “I don’t have any of these” option

    • When prompted for verification, click “I don’t have any of these” or “Show more verification methods” , this may let you bypass the broken phone method and proceed with alternate verification.

    Change your password in Outlook.com - Microsoft Support

    Please feel free to let me know if you have any further updates, thanks.

    Best Regards,

    Chloe - MSFT | Microsoft Community Support Specialist

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