My Mother's hotmail is locked and we cannot access it

Dear user,

Thank you for reaching out to Microsoft Q&A Forum!

I’m sorry to hear that your mother’s Hotmail account is locked and I understand how frustrating this situation must be. When the recovery form shows the message that the information provided is not sufficient, it usually means Microsoft’s system cannot verify ownership with the details entered.

Here are some options that you could try:

1. Resubmit the Microsoft Account Recovery Form – Carefully and in details  

• Go to the Account Recovery Form via https://account.live.com/acsr   
• Enter the locked email and a different working email for Microsoft’s reply   
• Provide as much accurate detail as possible, such as:    
  • Previous passwords you remember   
  • Folder names you created   
  • Email subjects and contacts you frequently wrote to   
  • Recovery phone number or backup email you may have used   
  • Previous billing/card info   
• Submit and wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• You can refer to this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form   

Tips:   

• Double-check the inbox (and spam/junk folder) of the alternate email address you provided in the form.   
• Make sure you used the correct contact email each time you submitted the form.   
• Submit from a trusted device/location: If possible, submit the form from a computer or network location you frequently used in the past to access your account. 
• Wait at least 24 hours between attempts. Multiple failed logins can extend the lockout period.   

Please kindly note: If the account has been inactive for over 2 years, Microsoft may have permanently closed it and recovery will no longer be possible. In that case, the only option would be to create a new [Outlook.com] account.

2. Contact Microsoft Support team via a different Microsoft account. 

If the recovery form fails, contact Microsoft directly:

• Visit Contact - Microsoft Support     
• Search for "Account Recovery" in the search box.   
• Click "Get Help" and press Enter.   
• Navigate through the support options to find "Contact Support."   
• Choose a relevant option like “Password Reset/Recovery” or “Manage Account Security.”   
• For product/service, select "Other Products."   
• For category, choose "Manage Account Security."   
• Look for and select "Chat with a support agent in your web browser" or a similar callback option.   
• Explain your situation clearly   
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.    
• Please kindly note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further  

Besides, you can contact Global Customer Service phone via Customer service phone numbers - Microsoft Support

If your Microsoft account recovery request was not granted or was unsuccessful, please click the attached link for more information: Account recovery unsuccessful - Microsoft Support

3. Submit the Account Reinstatement Form (Last resort)

In case you receive a message saying the account has been locked due to suspicious activity, Microsoft does not offer manual verification, all recovery is handled by automated systems, and support agents cannot bypass these checks.

You should follow the steps at Account has been locked - Microsoft Support. If the block persists, submit the Account Reinstatement form at https://www.microsoft.com/en-us/concern/AccountReinstatement, which is specifically for accounts locked due to suspicious activity and different from the Account Recovery (ACSR) form.

Thanks for your precious time and understanding. I truly hope this helps your mother regain access. Please feel free to let me know how it goes. Take care!  

Warm regards,  

PS: If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".    

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Hi! My name is Aj and Im an Independent Advisor here to help! I understand what you are feeling. If the recovery form keeps saying the information is not enough, it usually means the details entered did not match what is saved on the account.

What I can suggest is to fill out the account.live.com/acsr form again but this time make sure you use a contact email that you can open, not the locked one. Provide as much detail as possible such as old subject lines, names of people recently emailed, Xbox Gamertag if linked, billing info, and old passwords. Each small detail helps the system.

Also check this link for the guide on how to submit the form properly:

support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42