CRITICAL: Account Recovery Failed - System Refusing Phone Number for Verification

Question

Dear Microsoft Support Team,

I am filing this formal complaint regarding a persistent lockout on my two accounts:

• <Mod remove PII> @outlook.com
• <Mod remove PII> @hotmail.com

For over a week, I have been unable to access these accounts due to a critical failure in your automated security system.

Specific Error Description:

When prompted to enter my phone number to verify my identity and unlock the accounts, the system immediately displays the following message without even attempting to send a verification code:

"We couldn't verify your account using this method. Please try another verification method."

I want to emphasize that:

The system does not send a SMS code at all; it rejects the phone number instantly.

The system does not provide any other options to verify my identity.

This is happening on multiple accounts, which suggests a technical glitch or an unfair IP/Account block.

Since the automated system is clearly broken, I request a manual intervention to reset the security status of these accounts. I have been a loyal user and these emails are essential for my daily work.

Account Information:

• Emails: <Mod remove PII> @outlook.com / <Mod remove PII> @hotmail.com

Please investigate this issue and provide a solution to regain access to my data.

Sincerely,

Phan Duy Nam

Answer 1

It sounds like you're experiencing significant issues with account recovery for your Outlook and Hotmail accounts. Based on the context provided, here are some steps you can take to address the situation:

1. Wait for Lockout Period: If you've attempted multiple recovery methods, your accounts may be temporarily locked. Typically, this lockout lasts about 24 hours. Avoid further attempts during this time to prevent resetting the cooldown.
2. Use the Account Recovery Form: If you haven’t already, try using the Account Recovery Form from a familiar device and location. Ensure you provide accurate details to improve your chances of success.
3. Contact Microsoft Support: If the automated recovery options are not working, consider reaching out to Microsoft Support directly. You can sign in with any Microsoft account to contact support and explain your situation. They may be able to assist you further.
4. Try Different Browsers or Networks: Sometimes, using a different browser or network can help with the recovery process. If possible, try resetting your password in InPrivate mode or clear your browser data before attempting again.
5. Check Phone Number Settings: If you are not receiving SMS codes, ensure that your phone number is correctly set up in your account settings. You may need another global admin to verify this if you are part of an organization.

Unfortunately, manual intervention is not typically available through public forums, and account recovery is automated for security reasons. Therefore, following the official recovery processes is essential.

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References:

• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A

Answer 2

Hello. Just a heads-up that this is a community-driven forum, so no one here has access to user accounts, and it’s unlikely you’ll get an official Microsoft response directly in this thread.

That said, based on what you described, it looks like your account may have been temporarily rate-limited due to repeated sign-in attempts with an incorrect password or invalid two-factor codes. This often happens after switching to a new phone. Even if the password is reset, Microsoft can temporarily block sign-ins as a security measure to prevent unauthorized access.

The most important thing right now is to avoid trying to sign in again for at least 48 hours. Each failed attempt can reset the cooldown period.

In the meantime, I recommend:

• Don’t change your password again
• Don’t try signing in from other apps or devices (Outlook, Xbox, OneDrive, etc.)
• Don’t request SMS or Authenticator codes

In many cases, access is restored automatically after a full 24-hour period with no login attempts.

If you’re still unable to sign in after that, we can look at next steps such as verifying your identity again or using the recovery form at account.live.com/acsr. But most of the time, this issue resolves on its own.

Answer 3

At Microsoft, this is definitely the only place where I can speak to a real person. I waited 24 hours but it didn't work, I'll wait 48 hours but in the meantime someone else logs into my account and the counter resets, so I'll never get my account back.

Answer 4

I haven't performed any actions in over 72 hours, but I'm still getting unverified results.