problems with login authenticator

Question

Hello! I changed my cell phone and didn't a backup from my authenticator. So now I can't add my count because the authenticator asks an code from the own authenticator. Coul'd you help me please? I'm afraid of lost my count hotmail.

Answer 1

Hi Cintia,

I'm Cherrelyn, and I understand how worrying this situation can be.

Since you changed your phone without backing up the Authenticator app, and now can’t access your Hotmail account due to the missing verification code, the best step is to go to the account recovery form and choose “I don’t have any of these” when asked for a code. Fill it out as accurately as you can with details you remember from your account. Avoid multiple submissions in a short time as it may delay the process. Once submitted, just wait for the team’s response.

I know this is stressful, but you’re not alone and I’m here to support you through this.

Warm regards,

Cherrelyn

Answer 2

Dear Cintia de Quadros Oliveira,

Thank you for reaching out to the community!

I understand that you want to restore your Hotmail account. I'm here to help you with this problem.

Here are some steps to follow:

1. Use the Microsoft account recovery form: 

This form is the best option for account recovery.

• Go to the form: Go to the Microsoft account recovery page account.live.com/acsr. (Note: You can change the language by clicking on the language box in the bottom right corner and choosing your preferred language)
• Fill it out completely, even with outdated information:
  • Provide as much information as you can remember
  • Contact email addresses: If you've already sent email from this Hotmail account to other email addresses that you still have access to specify.
  • Estimated account creation date/last login date: Even a rough estimate is better than nothing.

2. If the account recovery form repeatedly fails:  

If the automated system doesn't work for you, try contacting Microsoft Support directly.

Note: Use a different, working Microsoft account to contact support. This email address will only be used for the recovery process.  

1. Visit Contact - Microsoft Support and sign in: Contact Us - Microsoft Support 

2. Select the product or service you're having issue with. (For example: Microsoft Office) 

3. Click Get Support 

4. Type Account Recovery.

5. Now click Get help and Select Contact Support below. 

6. Go to the Products and services tab, and choose either Microsoft 365 and Office category or Other Products 

7. On the Category tab, choose Manage My Subscription or other alternatives. 

8. Go to Confirm. 

9. You can now choose the option of Chat with a support agent on your web browser.  

 

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further 

Please let me know if you find this helpful and if further assistant is needed.

I appreciate your patience and understanding and I appreciate your time and cooperation. Have a nice day!

Warm Regards,

Kal Duong - MSFT | Microsoft Community Support Specialist