[Moderator Note: Personal Info Removed]@6265

Question

Hello team, I am not able to reset my password for my hotmail account i get the code and the screen comes back to same code screen after i put the code. Please help. i reach to support but no answer i tried all the ways which was suggested by microsoft

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Moved from: Microsoft System Center | Other

Answer 1

Hi Yahaya Adamu,

Thank you for reaching out to Microsoft Q&A forum.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I understand that you are receiving the verification code but, after entering it, the page returns to the code screen. Please follow the steps below to resolve:

1. Use a clean reset path

• Open a Private/Incognito window, then go to the official page:
• Recover your account: https://account.live.com/password/reset
• Enter your account and type the code manually in the same tab (avoid opening new tabs or using autofill).

Reference: Reset a forgotten Microsoft account password

2. Prevent verification loops

• Clear cookies/cache or continue in Private/Incognito; temporarily disable extensions (ad/script blockers, password managers).
• Turn off VPN/Proxy and, if possible, switch networks (e.g., mobile hotspot).
• Ensure your device date/time is accurate.
• If you requested multiple codes recently, wait 1–2 hours and try again (Microsoft may throttle requests to protect accounts).

3. Verify/update your security info (recommended)

• Use a mobile (non‑VOIP) phone number or an alternate email you can access.
• On a trusted device, add Microsoft Authenticator or another sign‑in method here:
• Manage security info: https://mysignins.microsoft.com/security-info
• or https://account.microsoft.com/security

4. Contact Microsoft Support (if you still need help)

Follow these steps to reach the right support channel:

• Visit Contact - Microsoft Support
• Search for "Reset password" in the search box.
• Click "Get Help" and press Enter.
• Navigate through the support options to find "Contact Support."
• Choose a relevant option like “Password Reset/Recovery” or “Manage Account Security.”
• For product/service, select "Other Products."
• For category, choose "Manage Account Security."
• Look for and select "Chat with a support agent in your web browser" or a similar callback option.
• Clearly explain your situation.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Thank you for your understanding. 

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Answer 2

If you are experiencing issues resetting your Hotmail password and the code you receive does not allow you to proceed, it may be due to several reasons. Here are some steps you can take to troubleshoot the problem:

1. Check Your Contact Information: Ensure that the alternate email address or phone number associated with your account is correct. If it's incorrect, you may need to update it through your account settings.
2. Use the Self-Service Password Reset: If your administrator has enabled it, you can use the Self-Service Password Reset wizard. This can be accessed through the Microsoft password reset page.
3. Contact Support: Since you mentioned reaching out to support without a response, consider trying again or using different support channels. You can find the appropriate contact for Microsoft 365 or Azure support based on your region.
4. Try Different Methods: If available, use another method to receive the code, such as a mobile app or another phone number.

If none of these steps resolve your issue, you may need to wait for a response from Microsoft support or consider reaching out through different support avenues.

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References:

• Troubleshoot sign-in issues and account access problems
• Forgot password to sign in to Microsoft 365, Intune, or Azure