Locked out of Hotmail account due to Microsoft security key sign-in method

Question

My family has a Hotmail account that they have used for years. I helped them set up their password and recently the web app for Outlook does not offer a password option. As soon as they enter the hotmail.com account, it requires a two-factor code confirmation be entered but the security KEY that was sent is being sent to the same Hotmail account that they do not have access to.

I submitted an account recovery form for family so we could change the password and that was successful. However the same problem persists. HOW do we disable the security key function for this Hotmail email? I can set up a code to be sent to the owner's phone number but they are effectively locked out of the account because they can not check the email. Why does Microsoft even allow codes to be sent to the same account the policy is set for??

We need help from Microsoft because every security setting for accounts is only accessible once you sign into the email (which we can not do because there is nowhere to enter the password. Only this security key that is in the inbox we cannot access)

Answer 1

I appreciate all the help but this is not possible to fix.

Microsoft changed a security policy recently.

The password reset option is useless because at NO POINT EVER does Hotmail ask for a password. Never. Not once.

It's not an option I can choose.

This is the process.

I enter my Hotmail account. I IMMEDIATELY get a prompt that says "Enter the Code we sent to your myemail [at] hotmail [.] com "

This is broken beyond repair until the account team at Microsoft (who hopefully reads this eventually, if ever) can unlock this account for us.

We are not the only ones this happened to if you browse the answers forums. It's impossible to get to this account

Answer 2

Unfortunately no.

There is a Google account that can be added but it was not set up in Microsoft Account settings as a recovery.

Hotmail was not set up with a phone either. The owner has a cell phone that can be messaged though.

Answer 3

Microsoft email security is very lax in some ways.

I suspect that this account was compromised through a phishing email. I receive so many phishing emails in my inbox and Outlook junks legitimate messages.

This inbox belongs to an older family member. Why would it even be possible for a security key to email to the same email it's protecting? That makes no sense. I know you do not work for MS.

I have tried virtual chat, support forums, and email. There is nothing that can be done.

There is no option to call. I understand that MS can't support phone calls from around the world for every customer but this is bad.

There needs to be a way to recover your account. I have no idea what happened to this account. In what world do you not allow users to authenticate with a password? It automatically defaults to the security code. I have to keep trying because this account contains 10 years or more of personal data.

My last resort is to add this email to a 365 family group but that account is already locked out so I don't know how much that can help.

This is not the first Hotmail account to be locked. They have to have a process in place to verify the owner and disable security settings if the user cannot get in. We already verified that we own the account once before.

Answer 4

Thanks. I have already tried the virtual agent and MS help articles.

https://support.microsoft.com/en-us/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37

This one suggested we try the Account Recovery. I already did so and it does not matter. The Hotmail account is forcing us to confirm the code that is sent to the Hotmail account. So the password does not matter. I feel that this inbox may have been compromised by someone and this was set to prevent us from changing the password.

If we can simply change the security key method from email to a phone number, we would do that. But we have no way of signing into our own account.

Appreciate the help.

Answer 5

Hi, Mango-Caliente

My name is Alison, I am an Independent Advisor. I would love to help you today.

Regarding your problem, it is best to contact Outlook support as they have the right tools to help you with your problem:

https://support.microsoft.com/en-us/office/c%c3...

Note: I remind you that we are common users who try to help other users, we do not work for Microsoft, and therefore we do not have permission or access to the accounts of other users.

I hope my information has been helpful and that you have a good day

Best regards.

Alison.