Family member can not login to Hotmail account

Question

Family member can't login to their hotmail account. They had an email through in June(ish) about some unusual activity on the account and haven't been able to login since then.

We have tried many times to login but the same thing happens and I just get a notification that it failed.

The address is *****@hotmail.co.uk

And the message we keep getting is "Please retry with a different device, use a VPN, or other authentification method to sign in ...)"

The recovery phone number is an old landline so unable to accept text messages, and the backup email address is the account email address, so unable to receive.

We have gone through the Microsoft Account Recovery process many times giving an alternative email address to send the recovery details to, but the reply is always - "Not enough information to Recover".

Is there any other way to be able to restore the login, or anyway to contact Microsoft about this issue?

Many thanks.

Answer 1

Hi,

Thank you for sharing your question. I get how frustrating it is when a family member can't get into their Hotmail, mostly after a security alert and a bunch of failed tries to get it back.

 

What normally happens is that the account recovery info is old, and the system can't prove who owns it. To fix this, it's best to use the Microsoft Account Recovery Form at https://account.live.com/acsr. Give them as much right info as you can, like old passwords, what some of the last emails were about, and anything else hooked up to the account. If getting it back doesn't work, you can reach out to Microsoft Support at https://support.microsoft.com. Just click Contact Us and pick Microsoft Account & Billing to chat or get a call from someone.

 

I hope this helps.

 

Best Regards,

 

Noel