Help updating my personal information in hotmail

Gustavo Castro 0 Reputation points
2026-11-11T23:14:48.72+00:00

I can't update my phone numbers that are stored in my hotmail email account, when trying to get a passcode it refers me to old phone numbers or an email that I don't have anymore, I need help urgently

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  1. Emma1-N 14,925 Reputation points Microsoft External Staff Moderator
    2026-11-12T06:28:09.31+00:00

    Welcome Gustavo Castro,

    Thank you for reaching out to Microsoft Q&A forum.

    For faster and more specialized assistance, I kindly recommend reaching out to Live Chat Support. Support agents are available to help you troubleshoot the issue in real time and provide more in‑depth guidance.  Please follow the steps below to connect with Live Chat Support. 

    • Visit the Microsoft Support contact page: Contact - Microsoft Support     
    • In the search bar provided on the page, type "update account" and press Enter.     
    • Click on Ask Our Support Assistant 
    • When the chat box appears, type " I want to talk to Live chat agent" 
    • After that, click Contact support  
    • When prompted to select your product or service, choose "Other Products".     
    • For the category, choose "Windows".  
    • Look for and click on "Chat with a support agent in your web browser".      
    • Explain your situation clearly: Be concise but provide all the relevant details.         

    Disclaimer: Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. 

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  2. AI answer

    2026-11-11T23:15:22.6666667+00:00

    At the verification screen for your personal Hotmail account, select I don’t have any of these, enter new accessible security information, and complete the replacement process; because none of the old methods is available, Microsoft requires a 30-day waiting period before sign-in is restored.^1^

    Replace the inaccessible details

    1. Start signing in with your full Hotmail address and password.
    2. At Verify your identity, select I don’t have any of these. If necessary, first select Show more verification methods.
    3. Follow the prompts to provide a recovery method you can currently access.
    4. Complete any requested identity checks.
    5. After replacing all security information, wait 30 days before signing in with the new method.

    The 30-day security period cannot be expedited. If an old method becomes accessible during that period and you use it to sign in, the pending replacement will be cancelled.^1^

    If you can access at least one existing method

    Do not replace everything at once. Instead:

    1. Sign in to the Microsoft account Security tab.
    2. Select Manage how I sign in.
    3. Select Add a new way to sign in or verify.
    4. Add and verify an accessible recovery email, Microsoft Authenticator, or passkey.
    5. Confirm the new method works, then expand each obsolete phone number or email and select Remove.

    Microsoft is phasing out SMS for personal accounts, so adding another phone number might not be offered. In that case, use a recovery email, Microsoft Authenticator, or a passkey.^2^

    Important support limitation

    Microsoft Support agents cannot send verification codes, bypass the waiting period, or directly change account security details. If the recovery prompts fail, use the Contact Microsoft Support option described on the verification troubleshooting page, but account access still depends on completing the automated identity-verification process.^1^

    Avoid repeatedly requesting codes, because excessive attempts can trigger a temporary block.

    References

    1. Troubleshoot Microsoft verification code issues | Microsoft Support
    2. Microsoft account security info & verification codes | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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