Account Recovery form is NOT WORKING

Question

Dear Microsoft Support,

I am writing on behalf of my mother regarding an issue with her Hotmail account.

Unfortunately, none of the available account recovery methods appear to be working.

The password reset option using the registered mobile phone number is not functioning.

We have also completed the account recovery form several times, providing the correct information, including previous email addresses and email subject lines. However, the system continues to reject the request.

My mother is elderly, and this experience has been extremely frustrating. It is disappointing that there appears to be no effective way to obtain assistance when the automated recovery process fails.

Given the circumstances, I would appreciate it if a member of your technical support team could contact us directly to help restore access to her account.

Could you please advise on the next steps or arrange for someone from your support team to assist us?

Thank you for your time and assistance. I look forward to your response.

Kind regards, alberto

Answer 1

Hey there! Nice to meet you!

Just to confirm, did your mother have two-factor authentication (2FA) active on the account?

If yes, is she able to access the second factor of authentication? Is the recovery phone number still active?

Important: If she has an active 2FA, ACSR will inform her that the recovery request will be ignored. If she only receives 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 she successfully signed in to her account?

Best regards,

Darhyl