need hotmail account restored

Question

“My account was hacked. I have secured it, but I can send emails and cannot receive any. There are no rules or forwarding set.”

Answer 1

Hi, I'm John! I will help you with this.

Thank you for sharing the steps you've already tried so far.

Your next step should be the formal account reinstatement form https://www.microsoft.com/digitalsafety/account-reinstatement

---

In the meantime, while Microsoft is reviewing your account reinstatement request:

• Make sure two-step verification is enabled. And further secure your account "How to help keep your Microsoft account secure" https://support.microsoft.com/account-billing/how-to-help-keep-your-microsoft-account-secure-628538c2-7006-33bb-5ef4-c917657362b9

Just to be safe, I’d recommend to sign out everywhere. Visit: https://account.live.com/proofs/manage/additional Scroll down to Sign me out and select "Sign me out".

• After signing out everywhere, please monitor if the issue persists in the coming hours.

---

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

Because the account was hacked and now cannot receive mail, treat this as both a security and a delivery issue.

1. Confirm the account is fully recovered and unblocked

• Use the Microsoft Sign-in Helper to verify the account is not still blocked due to unusual activity and to complete any remaining recovery steps: Sign-in Helper.
• If the account was compromised, follow the full guidance in How to recover a hacked or compromised Microsoft account, including malware scans and password/security checks.

2. Verify mailbox and cloud storage are not full

• If Microsoft cloud storage (OneDrive + Outlook.com mailbox) is full, sending and receiving email will stop and incoming messages will bounce and cannot be recovered.
• Check storage and free up space if needed (delete large emails, empty Deleted Items and Junk Email folders, remove large OneDrive items).

3. Check Outlook.com receive-side settings In Outlook.com Web Mail:

• Check Junk Email settings and folder. If legitimate messages are there, mark them Not junk so future mail is delivered to Inbox.
• Check the Other tab (Focused/Other) and any filters or sort options that might hide messages.
• Confirm again that Forwarding is disabled and there are no Inbox rules moving or deleting messages (hackers often add these).

4. Check connection and app access

• If using Outlook apps or other mail clients, confirm they are connecting successfully and that only trusted apps/devices are connected.
• If using non-Microsoft mail apps, ensure they support modern authentication and IMAP as required.

5. If mail still does not arrive

• Ask a trusted sender to email the account and confirm whether they receive a bounce/non-delivery report. If they do, they should review Sender Support in Outlook.com for details on why their messages are blocked.
• If the error is “The recipient server did not accept our requests to connect,” follow the guidance in Add or remove an email alias in Outlook.com to update the email address if needed.

6. Use Outlook.com support tools

• Run the Outlook.com interactive troubleshooter for “Can’t receive mail in Outlook.com” and follow the guided steps.
• If the problem persists, use the Help menu in Outlook.com (or the dedicated support link) to reach Outlook.com support. If sign-in is not possible or support cannot be reached from the account, use the separate sign-in help/support entry points.

If, after these steps, the account recovery web form and automated tools do not restore normal mail flow and the hacker has changed security info, there may be no additional manual recovery path for a free consumer account beyond what the automated systems provide.

---

References:

• How to recover a hacked or compromised Microsoft account
• Can't send or receive email in Outlook.com
• Unblock my Outlook.com account
• Hello , welcome to Account help & learning
• My account got hacked - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Hacked email and I cannot receive any email on the hacked account - Microsoft Q&A