Unable to recover my Outlook/Hotmail account because I no longer have access to my old phone number

Question

I’m trying to recover my Outlook/Hotmail account, but I no longer have access to the phone number that Microsoft is asking me to use for verification.

I have forgotten my password and I’m unable to complete the account recovery process because the available verification method is an old phone number that I no longer have.

I have tried the Microsoft account recovery form, but I’m still unable to regain access.

Could someone please advise me on what other options I have to verify my identity and recover my account? I really need to speak to an actual human instead of your ai forms which clearly do no work. I’m so disappointed in Microsoft.

Thank you.

Answer 1

@Aleesha Dekert said

I have forgotten my password .. I no longer have access to the phone number that Microsoft is asking me to use for verification ... and I’m unable to complete the account recovery process Could someone please advise me on what other options I have to verify my identity and recover my account?

I am sorry, but in your case the Account Recovery Process is your only option:Account Recovery Process
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Account Recovery Unsuccessful
https://support.microsoft.com/en-us/account-billing/account-recovery-unsuccessful-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Account Recovery Rejected
https://learn.microsoft.com/en-us/answers/questions/5539753/i-am-locked-out-of-an-account-with-rejected-suppor

I really need to speak to an actual human instead of your ai forms which clearly do no work.

Microsoft has made the automated recovery process untouchable. No human can exert any influence on your behalf. No human will ever see your Account Recovery form. The automated process checks only if you have answered the specific questions on the form. Anything else is ignored.

I know that losing access to your account is more than just an inconvenience, it can cause real hardships. I wish I could give you a better answer.

Answer 2

If access to the old phone number is no longer available and the account recovery form has already failed, the supported options are limited to Microsoft’s account recovery and support flows.

1. Start with the Sign-in Helper tool, which is the recommended first step for most sign-in problems: Sign-in Helper
2. If the account still offers only the old phone number, check these common causes before retrying:
   • Confirm the email address domain is correct, such as .com vs .co.uk.
   • Confirm the account name spelling is correct.
   • If another alias or phone number exists on the account, try that instead.
3. If the password is forgotten, use Recover your account and follow the code and reset flow: Recover your account
4. If the recovery form was unsuccessful, submit it again with the strongest possible information:
   • Use a device previously used to sign in to that account.
   • Complete it from a location commonly used with that account, such as home or office.
   • Provide a working email address that can receive Microsoft’s response.
   • Microsoft reviews the answers and responds within 24 hours.
   • The form can be retried up to two times per day.
   • If available, gather saved passwords from Microsoft Edge or Windows Web Credentials before retrying.
5. If the sign-in flow shows security methods that are no longer accessible, select I don't have any of these when prompted and follow the prompts to continue recovery.
6. If two-step verification was turned on and none of the alternate verification methods are accessible, there is no alternate recovery path through support. Support agents are not allowed to send password reset links or access and change account details.
7. For technical support, contact Microsoft Support through: Contact Microsoft Support This can help with guidance, but it does not bypass account ownership verification or allow support to reset the account manually.

The key limitation is that Microsoft support cannot directly restore access or change account details when ownership cannot be verified. In that case, the recovery form remains the official path.

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