Unable to reset my password on my Hotmail email account on my Samsung S24.

Question

Help! I have recently bought a Samsung S24 and I generally use an old Hotmail account for day to day stuff. I have been asked for my password to login to my Hotmail account on my new phone. I believe I have inadvertently activated a request for 2FA before opening an authentication app. I cannot remember my password, and now I am going around in circles because when try to reset my password, it wants an authentication code which I can't get, and it wont allow me to use another gmail account or my phone to verify the account. It's very frustrating!!!!!

Answer 1

Hi,

Thank you for sharing your question. I understand that you are unable to reset the password for your Hotmail account on your new Samsung S24, and every attempt sends you back to an authentication code you cannot access.

I know how frustrating this situation is, especially when you unknowingly activated two‑factor authentication before setting up an authenticator app and no longer remember your password.

This issue usually occurs when two‑factor authentication is enabled without having a backup sign‑in method registered. When this happens, Microsoft requires the original authentication method to approve the reset, and if that method is unavailable, the system cannot complete the verification. The recommended resolution is to use Microsoft’s account recovery form, which relies on past account details such as previous passwords, contacts you regularly email, and subject lines of old messages. This is the only way to regain access when both the password and the two‑factor method are unavailable. It is important to complete the form carefully, because Microsoft uses the accuracy of your answers to confirm your identity. Once verified, you will be able to reset your password and remove or update your security information.

May I ask whether you still have access to any old devices where this Hotmail account was previously signed in, such as another phone, tablet, or computer?

Please feel free to follow up with me if you would like help completing the recovery form or understanding what information will strengthen your verification request. I’m here to help you get back into your account successfully.

 

I hope this helps.

 

Best Regards,

Noel

Answer 2

It sounds like you're facing a frustrating situation with your Hotmail account and the two-factor authentication (2FA) process. Here are some steps you can take to regain access:

1. Account Recovery Form: Since you cannot access your account due to 2FA, the best option is to use the official account recovery form. Go to the Microsoft account recovery page and select "I forgot my password". Follow the prompts and provide as much accurate information as possible.
2. Alternative Recovery Options: If you have set up any recovery options (like alternate email addresses or phone numbers), try to use those. If you don’t have access to any of them, look for the option that says "I don’t have any of these" during the recovery process, which may trigger an alternative recovery method.
3. Contact Microsoft Support: If the recovery form does not work, you may need to contact Microsoft Support directly. You can explain your situation, and they may have additional tools to help verify your identity and assist you.
4. Wait for Lockout Period to Expire: If you have attempted too many recovery options, your account may be temporarily locked. It’s important to wait for this lockout period to expire before trying again.
5. Secure Your Devices: Ensure that your devices are secure by running antivirus scans and changing passwords for other linked accounts to prevent unauthorized access.

Following these steps should help you regain access to your Hotmail account. Good luck!