Account issue

Question

I was signed out of my Hotmail account on Monday and have been trying to recover access since then. The recovery process keeps sending a verification code to an email address that I no longer have access to, and I am unable to reset my password. I have completed the account recovery form multiple times, but I have not received any recovery emails. At this point, I am unable to access my account or receive the required verification codes.

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.

Since you mentioned that 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

Because access to the old recovery email is lost and verification codes are going there, the only supported options are:

1. If the password is still known but only the security info is inaccessible:
   • Start sign-in to the Microsoft account.
   • At the “Verify your identity” prompt, choose I don't have any of these.
   • Follow the steps to replace your security info (phone/email). Once replaced, there is a 30‑day wait before normal sign-in is allowed. During those 30 days, if the old security info becomes available again, it can still be used to sign in, but doing so cancels the update.
2. If the password is not known (or not accepted) and none of the security info is accessible:
   • Use the Microsoft account recovery form as the only available path.
   • First review the guidance in Help with the Microsoft account recovery form, then submit the request via the account recovery form link provided there.
   • For best results, complete the form from a device and location previously used to sign in, and provide as much accurate information as possible.
3. If two-step verification was turned on and none of the verification methods are accessible:
   • Support agents cannot bypass two-step verification, send password reset links, or change account details. In this case, only successful self-service verification via the recovery and security flows will restore access.
4. If the account or username is no longer recognized:
   • If messages such as “We couldn't find an account with that username” or “The Microsoft account you've entered does not exist” appear, use the Sign-in Helper tool referenced in the guidance.
   • If the account has been inactive for more than two years, it may have been deleted and cannot be reopened.

If repeated recovery attempts have been made recently, it may be necessary to wait out any temporary lockouts or daily limits before trying again, then submit a carefully completed recovery form from a familiar device and network.

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References:

• I can't sign in to my Microsoft account
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form