I can't reset my Microsoft password, it won't send a code to my other phone

Dear Nancy Davis1

Thank you for posting to Microsoft Community

Based on your description, I understand that you are experiencing a problem with not being able to reset the password for your Microsoft account, please point out if my understanding is wrong.

There are three steps that a user can take to recover his/her account by himself/herself, resetting the password, a recovery code that needs to be generated manually in the web login, and a recovery form to fill in the information in the account to verify the identity of the owner of your account.

Recovery Code

Have you logged into your Microsoft account https://account.microsoft.com/ on this page and generated a security recovery code in the [Security] - [Manage Security Authentication Methods] screen? If you have generated this code, after you click [Show more authentication methods] and then click [I don't have the above information], a text box will appear, you can fill in the recovery code, after verification, a recovery email will be sent to any of your designated email accounts, you can change your account security information through this link (need to wait for 30 days to change completely).

Recovery Form

If you are unable to get your account back by resetting your password and recovery code, you can try filling out the account recovery form. You will be redirected to the account recovery form when you click on [I don't have the above information] or possibly when you click on [more verification methods]. You can also click on this link to go directly to the Account Recovery Form screen (https://account.live.com/acsr ). You will need to prove the identity of your account owner by filling out questions that only the account owner will know about.

Please note: Microsoft's account recovery process is controlled by a fully automated server and we do not and cannot access or have any information about you. Provide an email address that can receive messages from the Microsoft team and complete the account recovery form on the page. You will receive the verification results within 24 hours of submitting the form.

If you receive a ‘We were unable to verify your account’ result, you will need to submit the form again, answering as many questions as possible on the next form and filling in as much information as possible when you get to the ‘Add More’ question. You can only use a maximum of two recovery forms per day. Recovering your account is a time-consuming process, so submitting as much information as possible will increase the pass rate of automatic verification.

If the result is ‘We verified your account’, Microsoft will send instructions on how to log back into your account to the email address you provided on the recovery form.

Contact Microsoft's online support

If none of the above options are able to recover your account, I suggest you contact Microsoft's online support for their help. After providing them (a real person) with enough information to verify all the identities of your account, they will provide you with some additional avenues for account recovery. You can find them by clicking on this link and following the directions below 

https://support.microsoft.com/en-us/home/contact

1. First enter your question into the search（input“MSA”）, then click "Sign in to contact support" at the bottom of the page.
2. Currently logged in to another valid personal Micorsoft account .
3. Under "Product and Server", select " Microsoft 365 and Office ".
4. Under Categories, select manage account security, and then click Confirm.
5. Click Chat with Support Agent in Web Browser.,

In addition, if you have ever purchased Microsoft products for your Microsoft account, you can provide the order number, invoice, and other information about what you purchased to Microsoft's online support staff, which can increase the success rate of your account recovery.

I'm sorry, but Microsoft Community users do not have access to your account information, so please understand that I am unable to provide you with immediate and effective assistance with your account recovery.

I wish you all the best

Carmid.L-MSFT | Microsoft Community Support Specialist

I have followed the steps to reset the password and I have given the name of an alternate email address to send the secure code, but the code never arrives. I have opened the email address through my browser. I am unable to access my email on my MacBook Air but I have them on my phone, which doesn't require me to put in a password. I am trying to sync the two but first I need to get my emails (hotmail) on my MacBook Air.

I can't help you but I have a similar problem. I also want to change my password for my hotmail account (what is now included in outlook). I therefore logged in and tried to change the password. The problem, however, is that hotmail/outlook wants a confirmation from my second account (a google account) that the change from the password is valid. Hotmail/Outlook should therefore have sent a code to my google account but I have never received this mails (and I tried it several times). I can send mail from hotmail to google and vice versa (accounts are fine) but the code does not reach my google account. And since I never receive this code in google, I cannot change my password in hotmail/outlook immediately. What can I do?

Dear user

Thank you for your reply!

Please refer to the steps I provided in my first reply to find a Microsoft online support person for their further assistance.

The community does not have the tools or authority to directly intervene in account recovery issues, so if you are unable to recover your account on your own, you can only try to find an online support person.

I wish you all the best

Carmid.L-MSFT | Microsoft Community Support Specialist

I need help right away. For some reason when I try to log into my Hotmail account, it won't accept my password so I clicked on forgot password to try to reset it, and it say that I've tried to many times to get the code. I suspect and worry that someone else is trying to hack into my account which is why it won't send me the code. It told me to wait until tomorrow, which was yesterday, and I still get the same message that says to try tomorrow. I need access today, and for the life of me, cannot talk to a live person at Microsoft.

Is there anyone here who can help me?

Thanks

Tom