[Moderator Note: Personal Info Removed]@hotmail.com

Question

PLEASE help. I changed the screen password and apple id of my iphone yesterday. Sent both passwords as a reminder to my email: [[Moderator Note: Personal Info Removed]@hotmail.com]. So, I tried to access my email from my computer - at home and forgot my email password. I tried to retrieve it without success. The back up email you guys have on file is: [[Moderator Note: Personal Info Removed]@gmail.com] this email got deleted a long time ago. The only gmail account I use is: [[Moderator Note: Personal Info Removed]@gmail.com]. Then you guys sent me a form through this email, asking for 4 recent emails with the exact subject. I've finished it, but it got denied several times. PLEASE help. Ask me anything and I can prove I have been the owner of this account for more than 25 years. Please contact me on: [Moderator Note: Personal Info Removed]@gmail.com.

Answer 1

Hey there! Nice to meet you!

Since you do not have access to the verification method (your recovery email address) for a password reset, I'm afraid the only way to recover 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.

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

Hi Fabiana D Simoes,

Thank you for reaching out to Microsoft Q&A forum.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I understand this is a frustrating and stressful situation, especially given that the account has been yours for many years.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Microsoft can restore account access only through its official account recovery and verification process. If the account recovery form was unsuccessful in this case, the next appropriate step is to contact Microsoft Support directly and explain your situation in detail.

You can contact Microsoft Support by following these steps:

• Visit Contact – Microsoft Support
• Search for Account Recovery
• Click Get Help
• Sign in with another Microsoft account (or create one if needed)
• Select Contact Support
• Under Product/Service, choose Other Products
• Under Category, select Manage Account Security
• Choose Chat with a support agent in your web browser or an available callback option
• Clearly explain your situation and provide any relevant proof of ownership if requested

Thank you for your time and understanding

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