Outlook Account Locked for Months.

Question

My Outlook account is locked for months and I can’t retrieve it as I don’t use it for emails or anything, the sole purpose of this (hotmail.com) was to log into dropbox. Now since it’s been locked, I cannot access my files in dropbox and the ‘get help’ is not helping me as I have changed number which prevents me from getting the code and account recovery request is not working because I do not send or receive emails for this account. Please assist me so I can access my files. Thank you.

Answer 1

Hey there! Nice to meet you!

Since you do not have access to the verification method (your recovery phone number) for a password reset, I'm afraid the only way to recover/unblock the account is through the account recovery web form: https://account.live.com/acsr

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

In case you can't receive the recovery results, please submit another account recovery via Incognito/InPrivate browser, using different devices and network services. Then please check your email inbox, junk and spam folders.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please be advised that Microsoft Support will not be able to assist you with manual recovery, unblock, and escalation for 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

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

The Outlook/Hotmail account must be successfully recovered or unblocked before it can be used again to sign in to Dropbox or any other service. Only the official Microsoft account recovery and unblock flows can restore access; forums and moderators cannot bypass them.

Use these steps, in order:

1. Try the Sign-in Helper / unblock flow
   • If the account is locked due to unusual activity, use the Outlook.com unblock flow via the Sign-in Helper: Sign-in Helper.
   • Follow the prompts to enter the locked Hotmail address and any verification options still available.
   • If the account is locked with a message and a link starting with aka.ms/, select that link and complete the form as described in Microsoft account has been locked.
2. Use the Microsoft account recovery form (when normal sign-in fails)
   • If the password is no longer recognized or normal verification cannot be completed (old phone number, no access to codes), use the account recovery form:
     • Go to the Recover your account page: Recover your account (from the "My username and password have stopped working" article).
     • Enter the Hotmail address used for Dropbox and an alternate email address where Microsoft can contact you.
   • When filling the form, provide as many accurate details as possible, even if the mailbox itself has no mail:
     • Previous passwords used on this account.
     • Approximate date when the account was created.
     • Devices and locations from which sign-in usually occurred (same PC/phone, city, country).
     • Other Microsoft services ever used with this account (Xbox, OneDrive, Skype, etc.).
   • Submit the form from a familiar device and network you previously used with this account, as recommended in the Q&A guidance.
3. If rate limits or lockouts are hit
   • If too many attempts have been made (password resets, codes, or recovery forms), Microsoft will temporarily lock further recovery attempts.
   • Wait the full lockout period (typically about 24 hours) without trying again, then:
     • Retry the Sign-in Helper or
     • Resubmit the account recovery form with the most complete and accurate information.
   • If the daily submission limit for the recovery form is reached, wait until the next day before resubmitting, as described in the Q&A guidance.
4. If the account still cannot be recovered
   • Account recovery is fully automated for security reasons; support agents and forum moderators cannot manually unlock or override the process.
   • If the recovery form repeatedly fails and the system cannot validate ownership, the Microsoft account cannot be restored, and it will not be possible to use it to sign in to Dropbox.
   • In that case, contact Dropbox Support separately (using any other email account) to ask whether they can help change the sign-in email or otherwise regain access to Dropbox data, since Microsoft cannot grant access to the locked Hotmail account without successful verification.
5. Additional help options
   • For general sign-in issues and recovery guidance, see I can't sign in to my Microsoft account, which links to:
     • Password reset help.
     • Sign-in Helper tool.
     • Help with the Microsoft account recovery form.
   • For hacked/compromised scenarios, use the dedicated helper: Start.

If any verification method (such as SMS) becomes available again (for example, temporary access to the old number), use it immediately with the Sign-in Helper, then update the security info on the account once signed in.

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References:

• Microsoft account has been locked
• Unblock my Outlook.com account
• I can't sign in to my Microsoft account
• How to recover a hacked or compromised Microsoft account
• My username and password have stopped working
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A