Having issues accessing Hotmail

Question

Hi, I can't remember the password of my personal hotmail address, the 4 digit verification number isn't working when I request the code and the default email is an old one. I have tried contacting Microsoft and filled out the recovery details and they keep rejecting it. I don't know what else to do. My hotmail address is my main personal contact and I can't access it.

Does anyone know what else I can do or if there is a number I can call to speak to someone and explain the situation. Very stressful.

Answer 1

Hey there! Nice to meet you!

The error you are experiencing, "the 4 digit verification number isn't working when I request the code" indicates that your account is temporarily blocked due to the system detecting unusual activity.

Since you have access to your recovery phone number, please 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 reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl

Answer 2

For a locked Hotmail/Microsoft account where the password is forgotten, SMS codes are failing, and the recovery form is being rejected, only Microsoft’s automated recovery and support channels can help; no one else can manually reset or bypass security.

Use these steps:

1. Retry account recovery using the official form
   • Go to the Microsoft account recovery form at https://account.live.com/acsr (from the context).
   • Enter the Hotmail address that needs recovery and a different contact email where responses can be received.
   • Fill in as much accurate detail as possible (old passwords, contacts, recent subject lines, folders, etc.). Submitting from a device and location commonly used with this account improves the chance of success.
   • If the form is rejected, it can be updated and resubmitted (up to a limited number of times per day). Each attempt should include more or better information, not the same minimal data.
2. Avoid behaviors that can block verification codes
   • Do not make excessive or repetitive requests for verification codes to phone or alternate emails; this can cause Microsoft to temporarily block sending codes.
   • If there has been unusual activity or many attempts, wait at least 24 hours (up to several days) before trying again, as temporary blocks and heavy traffic issues are automatically cleared over time.
3. Check verification methods and limitations
   • Ensure the phone number used is a mobile number, not a VOIP number; VOIP numbers cannot receive Microsoft verification codes.
   • If using SMS, confirm the phone is not blocking texts from unknown numbers and that the SMS inbox is not full.
   • If using email codes, check the junk/spam folder for mail from @accountprotection.microsoft.com.
4. Use the sign-in helper for guided troubleshooting
   • Run the Microsoft sign-in helper tool from the context link to identify the specific sign-in problem and see available recovery/support options.
5. Contact Microsoft Support (to discuss the recovery issue)
   • Go to the Contact Microsoft Support page from the context.
   • Enter the problem (for example, “recover account” or “verification code not working”) and select Get Help.
   • If self-help steps do not resolve the issue, choose Contact Support to reach the best available option (such as web chat or callback, depending on region and eligibility).

Important limitations:

• Support agents are not allowed to send verification codes, password reset links, or directly change account details for security reasons. They can only guide through the official recovery and troubleshooting process.
• Two-step verification and account access cannot be overridden manually; successful completion of the automated recovery process is required.

If repeated, detailed recovery attempts continue to be rejected and no verification method is accessible, there is no additional manual override path beyond the official recovery form and support guidance described above.

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References:

• Troubleshoot Microsoft verification code issues
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A