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Question

My wife is having difficulty signing on to her hotmail.com account because she has forgotten the password for that and the process for recovering password is not working. She uses her phone to request a code but repeatedly told that method is not working.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Do you have any additional verification methods to prove your identity, such as a recovery email address or phone number? **Please keep at least three verification methods linked to your account. This way, if one method fails, you can still confirm your identity using another method when making security changes to your account.

Regarding the password reset -

Please try using a different web browser or an incognito/private browsing window, and then attempt to reset the Microsoft account password. You can also try switching your internet connection from Wi‑Fi to a mobile hotspot (network) and then attempt to reset the password again.

https://account.live.com/ResetPassword.aspx

If these steps did not work, please use the account recovery form here to recover your(her) account.

https://account.live.com/acsr

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

Let me know if you still need more help.

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Answer 2

To get back into the Hotmail (Outlook.com) account and reach support if needed, follow these steps in order:

1. Reset the forgotten password using the official flow
   1. Go to the Microsoft account sign-in page for the Hotmail address.
   2. On the Enter password screen, select Forgotten your password?.
   3. If that screen is closed, use the Reset password link from the article: Reset password.
   4. Enter the Hotmail email address and select Next.
2. Choose and verify a security method
   1. On the Verify your identity step, choose how to receive a code (phone, alternate email, etc.).
   2. If the phone option keeps saying it is not working:
      • Try a different verification option if one is listed (alternate email, another phone, etc.).
      • Make sure the phone number or email is entered exactly as shown (full number or the requested digits/characters).
   3. If no usable option is available or none work, use the sign-in helper tool linked in the article:
      • If no code options appear or they are inaccessible, use this sign-in helper tool.
      • If the phone/email options shown are not recognized, use this sign-in helper tool.
3. Enter the verification code and set a new password
   1. After a code is successfully sent:
      • Retype the first part of the email address or the last four digits of the phone number as requested.
      • Select Get code.
      • Retrieve the code from the phone or email and enter it on the site.
   2. When the code is accepted, create a new strong password and complete the reset.
4. If codes still do not arrive or methods keep failing
   1. Use the dedicated sign-in helper tool for blocked/failed sign-in issues: Sign-in helper.
   2. If verification codes are still not received or the method keeps failing, follow the guidance in Troubleshoot Microsoft verification code issues and, if necessary, choose another method or wait until the listed phone/email can be accessed.
5. If the account still cannot be recovered
   1. Use the Microsoft account recovery form (ACSR) as described in the Q&A references (this is the official path when normal reset fails).
   2. If the form or tools continue to fail, contact Microsoft Support:
      • Go to Contact Microsoft Support from the verification-code article.
      • Enter the problem (for example, “Hotmail account password reset and verification code not working”) and select Get Help.
      • If still unresolved, select Contact Support to reach a support option (typically chat) and explain that password reset and phone verification are failing.

Once access is restored, immediately review security info on the Microsoft account (phone numbers, alternate emails, sign-in methods) and update them so future password resets work reliably.

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References:

• Reset a forgotten Microsoft account password
• Troubleshoot Microsoft verification code issues
• I can't sign in to my Microsoft account
• How to sign in to Hotmail
• My username and password have stopped working
• Need to speak to a agent I am getting pop up draft scam emails - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A