Cannot install hotmail

Question

I have bought a new iPad and hotmail did not install. Verification codes sent to my phone number are not being received . I don’t recall my hotmail password. I feel maybe my number might be incorrect on the account as the codes are not coming thru

Answer 1

Hi Josephine Dichiera

I’m sorry you’re stuck in this situation. I understand how frustrating it is when you cannot receive the verification code and don’t remember the password, which blocks you from setting up your Hotmail account on your new iPad.

Have you already tried the Q&A Assist recovery steps under your post? To help narrow this down, could you please confirm:

• When you try to sign in, do you see the correct phone number/email, or does it look unfamiliar?
• Have you already tried the account recovery form or the “I don’t have any of these” option during verification? And if yes, what happened next?
• Are you able to sign in to your account from a browser (on another device), or is access completely blocked?

In the meantime, please check whether any other verification options are available (such as email). If so, choose an alternative verification method instead of SMS.

Note: If you've requested verification codes multiple times, wait a while before trying again, as repeated attempts can trigger a temporary block.

If the phone number shown is not yours, or if none of the available methods work, please complete the account recovery form again. Microsoft uses this form to verify account ownership when the standard verification methods fail:

• Go to: https://account.live.com/acsr
• Enter your locked out email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a device/location you used before with this account if possible (same Wi‑Fi, same browser)
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support

Looking forward to your updates so we can continue with the next steps. Thank you so much for your understanding.

Answer 2

To get Hotmail working on the new iPad when the password is forgotten and verification codes are not arriving, follow these steps:

1. Start account recovery
   • Go to the Microsoft account recovery page: https://account.live.com/acsr
   • Choose “I forgot my password,” enter the Hotmail address, and follow the prompts.
2. When the verification code does not arrive
   • On the “Verify your identity” screen, if the phone number or email shown is wrong or inaccessible, select I don't have any of these.
   • Follow the prompts to replace the security info on the account.
   • Be aware that if all previous security info is removed and replaced, the account will be restricted for 30 days before full access is restored.
3. If there is still access to at least one security method
   • Sign in to the Security basics or Advanced security options page using any working verification method.
   • Select Update info or Add a new way to sign in or verify.
   • Add the correct mobile number or alternate email, verify it with a code, then remove any outdated phone numbers or emails.
4. If no security info works and the password is unknown
   • Use the recovery form at https://account.live.com/acsr and fill it out with as much accurate information as possible (old passwords, contacts, recent email subjects, etc.).
   • If locked out due to too many attempts, wait for the lockout to expire before trying again.
5. After access is restored
   • Sign in on the iPad in Outlook for iOS using the recovered Hotmail account and new password (or passwordless method if configured).

If codes still do not arrive after updating the phone number or completing recovery, wait for any temporary blocks to clear and, if needed, contact Microsoft Support via the official support portal for additional guidance on sign-in issues.

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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
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A