Hotmail account recovery

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

When an account gets locked, the system will only allow access again if the security information on file (like your recovery phone number or alternate email) is successfully verified.

Since you’ve already tried the recovery form twice (Maximum is 2 per day), the best step now is to wait the required 24 hours and then try again.

The Microsoft Account Recovery is currently the only official way to recover your account. You can try it up to twice a day.

If it’s already been a few weeks, you can check this page: "Account recovery unsuccessful" https://support.microsoft.com/account-billing/account-recovery-unsuccessful-dc56c3e3-dff0-4ed5-8edb-60290eea6b53 it includes extra tips from Microsoft that could improve your chances.

Please know that this is a public forum, and I can only provide information.

Should you need further information please let me know.

Click "Add comment" to let me know.

Regards,

John J.D.

Hello Chris,

Thank you for reaching out here in Microsoft Q&A Forum!

I’m sorry to hear that you're locked out of your account and I completely understand how confusing and frustrating this situation must be, especially when you are expecting important emails.

Here are some recommended steps that you should do:

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

When SMS/call aren’t available, the Account Recovery Form is your only self-service option:

• 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.

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

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

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.

About the security question showing “???”

This is a known issue where security questions may not render correctly, especially on some browsers or devices.

• If this prevents form submission, try using a different browser (e.g. Edge or Chrome) or a desktop instead of mobile to submit the form.
• If the security question still blocks you, skip that field if optional, or mention the issue in the “Additional info” section.

Thanks for your precious time and understanding. I truly hope this helps you 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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