Locked Account Problems

Question

I am trying to sign into an outlook account that I haven't used for years. I thought I had the password saved correctly, but when I try to sign in:

1. I get the message, "You've tried to sign in too many times with an incorrect account or password."
2. I try using a different option, but the send code to my phone isn't working. "That method isn't working right now. Please try another way to verify it's you."
3. I calling the number and told me to use online chatbot/forums. I tried the chatbot who told me to go to use the "We're here to help" page. I fill everything out and get to the "We'll ask where you'd like to get your verification code and select Next" step, where it then says, "Try another verification method. That verification method isn't working right now. Please try another method."

How does a person get in contact with someone through Microsoft anymore? There used to be a live chat and a phone line for people other than businesses.

Answer 1

@Tyler Hoffman said

when I try to sign in I get the message, "You've tried to sign in too many times with an incorrect account or password."

So the account appears to still be active, just locked.

Start with the Account Sign-In Helper and follow any suggestions it offers to unlock the account

• In a Private/Incognito browser session, open: https://aka.ms/sign-in-helper
• Scroll down to "Choose how you normally sign in, then enter your details"
• Click "With an email address"
• Enter your email address and click [OK]

How does a person get in contact with someone through Microsoft anymore?

Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

I will give you the method to reach Chat Support, but they are almost always only going to point you to the Account Recovery Form.
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

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).

Chat Support

• Open a browser to https://support.microsoft.com/en-us/home/contact
• Tell us your problem: {Whatever}
• [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"

Answer 2

Hi. I'm Brian and I'll try to help.

Is this a free Outlook.com account? Does the address end in a Microsoft domain like @outlook.com, @hotmail.com, @msn.com or @live.com? If not a free account, do you have a Microsoft 365 subscription? You say it has been "years" since you last used the account. If that's true, the account is probably unrecoverable. The Microsoft Services Agreement states that you must log into an account at least once each year to keep it active. After a year, Microsoft empties the mailbox and the contents can't be recovered. After two years, Microsoft permanently closes the account and it can never be reopened. The exception to this is if you have a subscription connected to the account.