Account recovery forms submitted successfully, but no response after 9–11 days

Question

Hello,

I’m trying to recover an old personal Hotmail account. I submitted Microsoft’s account recovery form twice:

• September 14, 2026, using my current Outlook address as the contact email.
• September 16, 2026, using my Gmail address as the contact email.

Both attempts displayed “Your information has been submitted.” The verification codes arrived successfully, but neither contact address has received an approval or rejection.

I’ve checked Inbox, Spam/Junk, and Deleted Items/Trash in both accounts. Other Microsoft account emails are arriving normally.

The form said a response usually takes about 24 hours. It has now been over a week, and the support website only offers community support.

How can I report these missing recovery responses as a technical issue? Is there an official escalation route, and should I wait or submit another request?

Thank you

Answer 1

@Aldo Leka said

The verification codes arrived successfully, but neither contact address has received an approval or rejection. How can I report these missing recovery responses

This is a long shot and it's going to be tricky. Your only path is to use Chat Support. But as soon as you say "Account Recovery" they will just give you a link to the Account Recovery Form and close the chat.

What you have to do is open with something like "This is not a request for help recovering an account. It is about the failure to receive an approval or rejection email for which I did receive a verification code". If they dump you anyway, wait a hour and try again. You'll probably get a different agent. Good luck.

You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem).

• Open a browser to https://support.microsoft.com/en-us/home/contact
• Tell us your problem: {Your opening line}
• [Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]
• Sign in with any Microsoft account
• Products and services: "Other Products"
• Category: "Manage Account Security"
• [Confirm]
• Choose a support option -> "Chat with a support agent in your web browser"