Can't access my Hotmail Account

Question

I can't access my Hotmail Account and been going through an endless loophole of security hell to change my password. This account is my main account for everything and I am getting sick and tired of all of this.

Get a code from a secondary email and then I try to get a text code after. After the text code fails I can no longer use the secondary email and have to wait 24hrs.

I've been waiting the last three days to be able to use this account so I can once again use my Windows and Xbox. Microsoft what the heck are you doing to us. I've spent so much money on you and I can't use anything I've paid for. Let alone the stuff I purchased Windows 8 that for some reason I have to re-purchase again regardless of having access to that account.

Can I please have a human talk to me. Don't send me to the help page cause as mentioned I've done what is needed there and I haven't go any help yet. You can't do this to your users. It's a good thing I've switch to Linux for other things. It's almost like you want to lose money at this point.

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities. 

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Hi Eric Frendo-Cumbo

Please try the following steps:

1) Use the Microsoft account Sign-in Helper first

Go to the Microsoft account sign-in helper | Microsoft Support and enter the Hotmail address you are trying to recover.

2) If the code is sent to another Outlook/Hotmail/Live/Microsoft email, use private browsing

If your secondary email is also a Microsoft email address, the browser may sign you out of the first account when you open the second account to read the code.

Try this:

• Open an InPrivate/Private browser window.
• Start the sign-in or password reset process for the locked Hotmail account.
• When it asks for the code sent to the secondary email, do not close that window.
• Open a second InPrivate/Private window.
• Sign in to the secondary email there.
• Copy the code.
• Return to the first window and enter the code.

3) Check the SMS verification issue before requesting more codes

Since the text code is the part that fails, please check these items:

• Make sure the phone is not blocking unknown numbers or short-code SMS messages.
• Restart the phone and try again.
• If available, try mobile data instead of Wi-Fi, or try a different network.
• Do not keep requesting new codes repeatedly. Microsoft notes that repeated requests can cause temporary blocks, so if you are told to wait 24 hours, wait before trying again.
• If another verification method appears, use that instead of SMS.

See verification code troubleshooting here: Troubleshoot Microsoft verification code issues | Microsoft Support

4) If the password reset loop still fails, use the recovery form carefully

If you cannot complete the normal reset process, use the recovery form

Before submitting the form again, gather as much information as possible, such as:

• Previous passwords used for the Hotmail account.
• Exact subject lines of emails you recently sent.
• Email addresses of contacts you recently emailed.
• Xbox Gamertag, if the account is used for Xbox.
• Microsoft subscription, billing, or purchase details connected to the account.
• The device and location where you commonly signed in before.

Submit the form from a device and network you used before.

5) Contact Microsoft Support if the form fails

If you still need support:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box 
• Scroll down to the bottom > select Sign in to contact support 
• Log in to another available personal Microsoft account.  
• Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm. 
• Click "Chat with a support agent in your web browser" (during business hours)

Thank you for your understanding. I hope this helps.