How to get back to your account when it is locked due to multiple attempt to sign in? 2FA in the account

Question

My old account was targeted by a hacker who attempted to log in multiple times, and the account was locked.

I was able to get the account back once and updated the password. However, after a couple of days, it was locked again.

I filled out the recovery form. They ran their checks and said they could not adequately verify the information.

A few days later, they informed me that the account is being suspended. When I try to log in, it still says the account is blocked due to multiple login attempts. I had 2FA enabled before this happened.

I tried to fill out the form but there is no response from Microsoft anymore. What is the best way to get this resolved? This is my more than 20 years old Hotmail email account. Please support.

Answer 1

What does this mean and how to go from here?

I was able to do :

1. Forget Password
2. Enter new Password
3. Asked 2FA email - entered and got code from email and got accepted
4. Asked 2FA phone number - entered and got code from phone and got accepted
5. Asked me to re-login
6. Entered email address
7. Entered New Password
8. At this point: it says your account is locked.
   Your account has been locked We detected activity that goes against the service agreement and have locked your account. Get help to unlock your account

If your account has been locked

Applies To

If you tried to sign in to your account and received a message that it's been locked, it's because activity associated with your account might violate our Terms of Use. We know that having your account locked can be frustrating, and we apologize for the inconvenience, but our Terms of Use help us protect all of our customers, including you.

To have us review your account status, use the online form at the link below to tell us about your locked account and how to contact you. Most Microsoft support agents don't have access to this form, so using it is the only way to have us review and reinstate your account.

When we receive your info, the system will send you an email with a ticket tracking number. A Microsoft customer service representative will then contact you via email to provide a status update, request more info, or give you instructions on how to get back into your account. You'll get further emails with updates until your account is restored.

locked account review form.

Clicked the link and added information:

Request for Account Reinstatement

Your account may have been disabled for several reasons, such as suspicious activity, sending unsolicited emails, or violating the service agreement sharing photos, videos, or other content that breaches our code of conduct

To request a review of your account status and determine if it can be reinstated, please complete and submit the form below.

Disabled Account ID*****

The primary email address, phone number, or Skype username associated with the disabled account to be reviewed.

Name *****

Name associated with the disabled account.

Contact Email Address*****

Microsoft may not contact you directly regarding your request. All submissions will be reviewed to determine their validity and whether any follow-up action is necessary.

Please note that Microsoft does not provide status updates on individual requests. If it is determined that an email address is being used to abuse this reporting process—such as to target Microsoft customers, disrupt services, or for any other improper purpose—Microsoft may block that address from submitting further reports.

What Microsoft Account type were you trying to use today?*****

Please select an option

What type of issue are you experiencing logging in?*****

I am having problems with my password, or I can't log in or reset my password.

It is asking me for a phone number and I don't have or don't want to provide one.

I am not receiving the provided code.

I am getting an error that someone might be using my account.

• I am getting an error that my account has been temporarily blocked.

Enter any additional information

To help us review your request effectively, please provide as much detail as possible about the issue you're experiencing and why you believe your account should be reinstated.

Please do not include any personal or sensitive information. Microsoft will only consider information that is relevant to evaluating your reinstatement request.

I selected I am getting an error that my account has been temporarily blocked.

In my email I got SIR number. Your request about your Microsoft Account

This is in response to your request for an appeal on the suspension of your Microsoft Account. Your ticket number is and has been sent to our team for review. The team will reach out to your contact email if any updates are required for this request.

While waiting for a response, please review the following information:

bunch of links

Kindly,

 

Microsoft Online Safety

In the past I have done the similar thing and never got any followup.

What do you guys suggest? Just wait and wait, if this is the end, how long, Are they supposed to read and answer each SIR case? Please suggest.

Answer 2

No worries! And if your initial password reset attempt doesn't work, this means that your account was locked due to the system detecting unusual activity.

You will need to perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to perform another password reset.

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours), as this may reset the lock cooldown.

Unfortunately, Microsoft Support will not be able to assist with an escalation or manual unblocking, as account blocking is a fully automated security measure.

Best regards,

Darhyl

Answer 3

Unfortunately, the AI is incorrect since the account recovery web form will not work if the 2FA is activated in the account, as stated in the form itself: https://account.live.com/acsr

You should be able to receive the 25-character codes, as it will show up right after activating the 2FA feature.

Since you mentioned: "I only have 2FA in an email and 1 phone"

If you have access to both of your verification methods, it should be enough to unblock the account.

Please perform these steps: on account.microsoft.com > Forgot Password > Provide the codes from both of your verification methods > click "No" on the 25 recovery code > then reset the password.

Lastly, Microsoft Support will not be able to assist with unblocking, recovery and escalate this case as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Best regards,

Darhyl

Answer 4

Hey there! Nice to meet you!

Since you have two-factor authentication (2FA) enabled, do you have the 25-character recovery codes for the 2FA?

Important: If you have an active 2FA, the account recovery webform (ACSR) will inform you that your recovery request will be ignored.

If yes, please go to account.microsoft.com > Forgot Password > Provide the codes if you have access to the verification methods or click "I don't have any of these" if you don't have access to both verification methods > click "Yes" on the 25 recovery code (if you have one) > from here, you will be asked to wait 30 days in order to update your security info and recover your account.

During this time, you will not be able to sign in to sites or services with your account.

Once you have regained access to your account, I highly recommend following the guide from this thread to prevent unauthorized logins: https://learn.microsoft.com/answers/questions/4049625/someone-is-repeatedly-trying-to-access-or-hack-my?forum=windows-all&referrer=answers

However, if you do not have access to all of your verification methods (phone and email) and the 25-recovery codes from your 2FA, I'm afraid it is no longer possible to recover/unblock the account.

Thank you for your understanding.

Best regards,

Darhyl