Cannot recover Microsoft account <***removed PII***>@hotmail.com

Question

Hello Microsoft Support, I am the owner of the Microsoft account <removed PII>@hotmail.com. I cannot sign in because I no longer have access to my old security phone number. I still know my password and I have already submitted the Microsoft Account Recovery Form four times, but every request was rejected. This account has been mine for many years and is linked to my Facebook account. I urgently need to recover access. Could a Microsoft moderator please review my case and advise if there is any other way to verify my identity or recover this account?

Answer 1

Hey there! Nice to meet you!

Just to confirm, are you being asked to verify your account through your old verification method when signing in?

Since you mentioned that you have a recovery phone number linked to your account, did you have two-factor authentication (2FA) active on the account?

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.

Also, may I know when was the last time you successfully signed in to your account?

Best regards,

Darhyl

Answer 2

I understand how frustrating this situation is, especially when the account has been in use for many years.

Unfortunately, Microsoft Support and moderators do NOT have the ability to manually unlock or verify accounts outside of the official recovery system. All account recovery requests are handled automatically through the Microsoft Account Recovery process to protect user privacy and security.

Since your recovery attempts were rejected, it usually means the information provided was not sufficient for verification. However, you can still improve your chances by following these steps carefully:

1. Submit the recovery form again (from a familiar device/location)

Use a device and network you’ve previously used to access the account (home WiFi, same city/country).

2. Provide as much accurate information as possible

Include:

• Previous passwords (very important)
• Frequently contacted email addresses
• Subject lines of recent emails
• Folders you created
• Approximate account creation date

3. Try recovery after some time

Avoid submitting multiple attempts in a short period. Wait at least 24 hours before trying again with more accurate details.

4. Use a recognized browser/device

Avoid VPNs or new devices, as they reduce trust score in the recovery system.

5. Check if you are still signed in anywhere

If the account is logged in on another device, you may be able to:

• Add a new security method
• Update phone number/email from account settings

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Important Notes:

• Knowing the password alone is not sufficient if security verification fails.
• Being linked to Facebook or other services does not help Microsoft verify ownership.
• There is no manual override or support ticket that can bypass this process.

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✅ Summary:

The ONLY way to recover the account is through the official recovery form, but improving the accuracy and context of your answers (especially using a known device/location) significantly increases success chances.

If all recovery attempts continue to fail, unfortunately the account may not be recoverable due to Microsoft’s strict security policies.