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Question

I CANNOT get a hold of anyone. I can't get into my email, I don't have the phone number anymore. I try to change my password and the account is locked due to too many attempts. When I try to recover it another way, I get denied. When I try to connect with an actual agent, it's impossible. I need to disconnect that email from an app and I can't. Insane.

Answer 1

Hey there! Nice to meet you!

Since you do not have access to your 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.

If you didn't receive the results from the account recovery webform, please try submitting another request via Incognito/InPrivate window and 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

For a locked Outlook.com/Hotmail Microsoft account with no access to the old phone and repeated failed recovery attempts, only the official self‑service and recovery paths can be used; agents cannot bypass them or manually unlock or change security details for consumer accounts.

Follow these steps in order:

1. Use the Sign‑in Helper first

• Go to the Microsoft account sign‑in helper tool: use the Sign-in Helper link mentioned in the guidance.
• Enter the email address or mobile number used for the Outlook.com account.
• The tool will detect common sign‑in issues and either:
  • Tell what is wrong (locked account, wrong password, etc.), or
  • Guide through self‑help steps.

2. If the password is wrong or not accepted

• Use the standard reset flow:
  1. Go to Recover your account at the password reset page: https://account.live.com/password/reset (from context).
  2. Enter the Outlook.com email address.
  3. Choose a verification option that is still available (alternate email, phone, or Skype) and select Next.
  4. Enter the code, then set a new password.
• Tips from the guidance:
  • Confirm the correct domain is used (for example, outlook.com, hotmail.com, or regional variants like .co.uk).
  • Check for typos in the email name.
  • If the primary alias is not recognized, try another alias or phone number that was ever added to the account.

3. If the account is locked or recovery keeps failing

• If the account is locked (for example, due to suspicious activity or too many attempts), use the official account recovery form:
  • Go to the account recovery form at https://account.live.com/acsr (from context) and complete it.
  • Before filling it out:
    • Make sure there is a working email address that can receive messages; this can be any active email (even a friend’s or a new temporary Outlook.com account created via Create one at https://account.microsoft.com).
  • When filling the form:
    • Use a device and location commonly used to sign in to this account.
    • Provide as much accurate detail as possible (old passwords, folder names, contacts, recent subject lines, etc.).
  • Microsoft will review and respond to that working email, typically within 24 hours.
• Important limitations from the guidance:
  • If two‑step verification was turned on and none of the verification methods (phone, email, authenticator) are accessible, support agents are not allowed to reset the password or change security details.
  • Multiple submissions of the form can slow down processing; submit once and wait for the response.

4. If codes are not received or are blocked

• If a security code is not received:
  • Any phone that can receive SMS can be used; it does not need to be on the account.
  • The number is only used for that verification and the code expires after 10 minutes.
  • If a “usage limit exceeded” message appears, the number has been used too often recently or looks suspicious; use a different number or wait and try again.
• If the code appears invalid, ensure the numbers from the body of the message are entered, not from the header.

5. If “We couldn’t find an account with that username” appears

• After verifying the address and domain and trying any aliases or phone numbers:
  • Use the Contact support option from the guidance to reach a support advocate and state that the username has stopped working.

6. Options to reach an agent

• For consumer Outlook.com accounts, agents cannot directly unlock or bypass security, but can guide through the recovery process and troubleshoot issues like error messages or form failures.
• From the Q&A guidance:
  • Sign in with any working Microsoft account (or create a new one) and go to the Contact Support experience.
  • Choose a path such as:
    • Product: Microsoft account / Microsoft 365 & Office
    • Topic: Manage account / Manage account security / Recover account
  • Continue through the prompts until Chat with a support agent in your web browser is offered.
• If already signed in to Outlook.com with another account, another route is:
  • In Outlook.com, select Help in the ribbon → Help again.
  • Describe the issue.
  • If suggested articles do not help, scroll down and choose Still need help? → Chat with a support agent in your web browser.

7. Disconnecting the email from an app

• Without access to the locked account, the app cannot be managed from that mailbox.
• To stop the app from using that email:
  • Remove or sign out the account from inside the app’s own settings on each device where it is configured.
  • If the app is a third‑party service that logs in with “Sign in with Microsoft,” sign in to that service using any available method and change the login email or remove the Microsoft connection from within that service’s account/security settings.

If recovery continues to be denied and two‑step verification is enabled with no accessible methods, the documented guidance indicates there is no further escalation path for consumer accounts beyond the recovery form and support guidance.

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References:

• Microsoft account has been locked
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Can't sign in to the Outlook mobile app
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