Can’t sign into primary account

Question

Hi! I cannot sign into my primary Hotmail account that I have had for over 15 years. My back up email no longer exists and the other account I have been using to try to recover access keeps getting blocked. My phone number will not get verification codes for some reason. I keep entering my info, but it just keeps saying it isn’t enough to verify myself. I have had my password saved on my iPad, but when entered, it keeps saying it is wrong despite the fact that I haven’t changed it recently. I pay for the 365 home package and I cannot use it due to these issues. I am also having significant problems since I need this account to sign in and complete my taxes. How can I get this fixed?

Answer 1

Dear Ashley, 

Thank you for your question and for sharing the details into Microsoft Q&A Forum. 

I understand how concerning it can be to lose access to your primary email account, especially when you have been using it for many years and also need it for important tasks such as accessing Microsoft 365 and completing your tax-related activities. I appreciate you taking the time to describe the situation in detail. First, you might want to check the Independent Advisor's answer shared in the thread, that answer suggested an alternative method that worth trying.

When you mention that the system says the information “isn’t enough to verify,” this message can appear in a few different steps. Could you let me know which verification method you’ve already tried? 

I would recommend trying to regain access by submitting the Account Recovery Form, as this is the available method that may help the system verify your ownership of the account. Below are the steps you can follow: 

1. Go to the account recovery page: https://account.live.com/acsr 
2. Enter the email address you are trying to recover. 
3. Provide an alternate email where the system can contact you about the request. 
4. Fill in as much accurate information as possible. 
   • Previous passwords you remember 
   • Folder names in your mailbox 
   • Recent subject lines you may recall 
   • Information related to your Microsoft 365 subscription if applicable 
5. If possible, submit the form using: 

• A device you previously used to sign in 
• A location or network you commonly used before 

For more information, please visit Help with the Microsoft account recovery form

Regarding the password stored on your iPad, if the system reports that it is incorrect, it may mean that the password is outdated or does not match the current security records. Your Microsoft 365 Home subscription will remain active, and once access to the account is restored, you will be able to use the services again. 

I hope the guidance above supports you in attempting to regain access to your account and continue using your Microsoft 365 services without interruption. Wishing you a smooth experience as you work through the recovery steps. 

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Answer 2

I'm sorry to hear that you're experiencing this issue. I'm happy to help.

I suggest that you double check your username and password when entering them. Also, are you trying to access the account using Outlook Classic, the New Outlook, or Outlook on the web?

Please try using a different internet connection, then open an InPrivate window (Ctrl + Shift + N) in your browser and try logging in to your account using the link below:

https://account.microsoft.com/