unable to recover email account

Question

Good morning. A little over a week ago I was signed out of my hotmail account on my iphone. I'm not sure how this happened as I never signed out, but when I went to log back in I could not remember the password I used. It has been a while since I have entered a password manually for this account, so I tried multiple ones but did not have any luck. I went to forgot password option but it was telling me it could send a code to a phone number that I no longer use. I then submitted a recovery form 3 times trying to answer the security questions, but each time I received a response that my answers were not sufficient, and I was still going to be locked out. I have an upcoming court case with the Arizona Register of Contractors on May 21st and there is documentation in this email account that I must be able to recover. Is someone able to call me and I can answer any questions or provide any proof that its me. I'm hoping this was not a fraud thing that locked me out. So far, I have not seen any issues on any other accounts and I've changed my password for most of my bank and other sensitive info accounts. I just need access to the documents I have saved in my email. I would greatly appreciate any help. Thank you.

Blake

Answer 1

Hey there! Nice to meet you!

Since you do not have access to the 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

Based on the described situation, the only supported way to regain access to the Outlook/Hotmail account is to continue using Microsoft’s automated recovery tools; phone or live agents cannot override these systems or manually unlock or verify the account.

Follow these steps in order:

1. Use the Sign-in Helper first
   • Go to the Sign-in Helper tool: https://go.microsoft.com/fwlink/?linkid=2214157
   • Use it to:
     • Look up the correct Microsoft account if unsure of the exact address.
     • Start the password reset flow if the password is forgotten.
   • If the phone number on file is no longer accessible and no other verification options are recognized, proceed to the recovery form.
2. Prepare before submitting the recovery form again
   • Microsoft recommends using the account recovery form only after trying the Sign-in Helper.
   • Improve the chances of success by:
     • Using a working email address that can receive messages (this can be any active email, including a newly created Outlook.com address). This address is only used to send updates about the recovery request.
     • Filling the form from a device and location previously used to sign in to the account (for example, the usual home PC or network). This helps Microsoft’s systems recognize the sign-in as familiar.
3. Submit the Microsoft account recovery form
   • Open the Account recovery form: https://go.microsoft.com/fwlink/?linkid=2288285
   • Complete all questions with as much accurate detail as possible (old passwords, contacts, subject lines, etc.). The form is intentionally detailed so only the legitimate owner can answer.
   • If the message “The Microsoft account you've entered does not exist” appears, carefully check the spelling of the email address and, if correct, follow the guidance in My username and password have stopped working.
4. After submitting the form
   • Microsoft reviews the request and sends the result to the working email address provided, usually within 24 hours.
   • If the account cannot be verified, it is possible to try again, up to two times per day. Review the guidance for filling out the form before each attempt to improve the information provided.
   • If the account is verified, Microsoft will send instructions to sign back in.
5. Important limitations
   • If two-step verification was turned on and none of the alternate verification methods (phone, email, authenticator, etc.) are accessible, support agents cannot:
     • Send password reset links.
     • Access or change account details.
     • Bypass or disable two-step verification.
   • For security reasons, account recovery for consumer Microsoft accounts is fully automated; moderators and support agents cannot manually unlock or escalate these cases beyond the automated tools.
6. If recovery continues to fail
   • If repeated attempts to use the recovery form are unsuccessful, Microsoft’s documentation indicates continuing to retry (within the two-attempts-per-day limit) after reviewing the guidance video and article on how to fill the form.
   • If the issue is that the additional security information (phone/email) is not recognized, the Sign-in Helper is the recommended alternative path.

Once access is restored, review the security guidance to add up-to-date recovery methods (current phone, alternate email, and possibly an authenticator app) so that future recovery is easier and more reliable.

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References:

• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• Can't sign in to my email - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A