Locked out of my account - Request rejected

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Locked out of my account - Request rejected

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My account got hacked by a spam bot a few weeks ago and as a result my account was locked. I have tried to get a code sent to my phone to unlock it but no code is sent despite it being the correct number as far as I can see.

Since then I sent a request to the hotmail team with the information about the account that I had but it has been rejected twice. I can't remember the answer to my security question because I created my own question about ten years ago.

I literally have no more information to give. What can I do?

Here is the email I received back from hotmail:

'We recently received a request to recover your Microsoft account ******@hotmail.com. Unfortunately, our automated system has determined that the information you provided was not sufficient for us to validate your account ownership. Microsoft takes the security and privacy of our customers very seriously, and our commitment to protecting your personal information requires that we take the utmost care in ensuring that you are the account owner.'

Thanks

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Answer 1

Hi Sean,

I know how you feel about being unable to recover your account however please be reminded that the validation process is based on strict guidelines designed to safeguard the customer. We, at Microsoft, take account security earnestly and we need to confirm the account ownership first before we can reset your password. I encourage you to submit another request. Review the answers for accuracy and completeness, as this will help you recover your account the soonest time possible.

Here are some suggestions to assist you in submitting a new request:

• Answer questions using the information you used when you created the account or last updated it.

• Submit the recovery request from a computer you frequently use for Windows Live services.

• Answer as many questions as you can and be as precise as possible.

• For questions with multiple answers, such as email subjects and contacts,provide as many answers as you can.

• If you have difficulty remembering email subjects or contacts, try reaching out to family, friends, or business contacts to verify.

Kindly follow the steps below for Account validation:

Go to this link: https://account.live.com/password/reset
Tick on I think someone else is using my Microsoft account.
Click Reset your password.
Enter your Microsoft account.
Enter the characters you see in the picture.
Click Next.
Click I can't use any of these options.
Enter your contact email.
Click Next.
Validate your identity by providing as much information as you can in the Microsoft account recovery page.
Follow the on-screen instructions thereafter.

If you did not successfully recover your account, we would like you to reset your password and then post your concern to our Private Support.

Here are the steps to reset your password:

Go to: https://account.live.com/ResetPassword.aspx
Click **I forgot my password,**and then Reset your password.
Input the blocked account and enter the characters on the screen
Choose the available option for your account.

Here are the steps to post in Private Support:

Please go to this **link**.
Choose the error message you are getting.
Follow the on screen instructions from here on.

This would allow one of our Moderators to handle your concerns directly. Please indicate to your post that you've done resetting your password hence the moderator can easily unblock your account upon investigation.

FYI: I am now locking this thread. For other customers who wish to unblock their account, please follow the instructions provided above or you can post **here** with your Microsoft Account concerns.

Thanks!