Locked account - password reset not able to send SMS code, account recovery form says "all good", makes me set a new password but that password never works

Question

My friend is completely locked out of her "@hotmail" microsoft account, which got stuck in a loop.

If she tries to login by any means (web, apps, etc) it says "blocked account - too many wrong attempts".

If she tries to reset the password, the system is not able to send an OTP via SMS, so that page is not an option.

If she tries to recover the account by submitting the form, the procedure works almost immediately (1 minute wait tops) and can set a new password. However, if she tries to login with the very same password immediately after, she gets "wrong password", and after a couple attempts she's back at "blocked account".

I can 100% guarantee that she is typing the password correctly after the reset.

Any idea? She is now locked out of any access, including services she pays for and has no way to cancel and/or move to a different account if she can't login

Thanks in advance

[Moved from Access]

Answer 1

Hi Marco Di Vincenzo,

I haven't received any updates since your message. Has everything been resolved yet?

Answer 2

Note: Your post was published in the Italian section, but the content is written in English. Thus, to make it easier for you, I will also respond in English as well.

Hi Marco Di Vincenzo,

Thank you for reaching out to Microsoft Q&A Forum and explaining the situation with your friend’s Hotmail account. I understand how frustrating it must be to get stuck in that loop, especially when paid services are tied to the account.

From what you described, it sounds like the account is being automatically re‑blocked after password resets, which usually indicates either:

• A security flag on the account due to repeated failed login attempts, or
• A sync issue between the password reset system and the login authentication service.

Here are a few steps that may help:

1. Wait before logging in again After resetting the password, wait at least 24 hours before attempting to sign in. This gives Microsoft’s servers time to clear the lockout status.
2. Use a different device/network Try logging in from a different browser, device, or internet connection. Sometimes cached credentials or IP flags can cause repeated lockouts.
3. Check recovery options If SMS isn’t working, make sure an alternate email is listed as a recovery option. If not, updating recovery details may require direct support.
4. Contact Microsoft Support directly: Since the account is tied to paid services, the fastest route is through the official support portal > type in “Account & Billing” to escalate the case > Enter > Scroll down to find "Contact Support". And please remember that providing proof of identity and payment details linked to the account can help speed up resolution.

I hope this helps you get the thing sorted out quickly!