Hotmail Account

Hotmail and Outlook.com are the same service under the hood, so the existing Hotmail address can continue to be used; it does not need to be “converted” to Outlook to keep working. The issues described (can’t change password, messages stuck in Outbox) are account/access problems rather than a separate “Hotmail vs Outlook” problem.

A practical approach, based on the available guidance, is:

1. Regain stable access to the existing account
   • If password changes are failing or not being accepted, follow the standard Microsoft account recovery and security steps:
     • Use the “forgot password” flow and complete all verification steps (phone, recovery email, etc.).
     • If verification codes are not arriving or the process keeps failing, use the account recovery form at https://account.live.com/acsr and follow the guidance in “Help with the Microsoft account recovery form”.
     • If verification is blocked because codes go to an old or defunct address, on the “Verify your identity” screen choose “I don’t have any of these” and follow the prompts to replace the security information. Be aware this can put the account into a restricted state for up to 30 days while security info is updated.
     • If 2‑factor authentication is enabled and another device or app might be registered, review security info and remove anything unfamiliar as soon as sign‑in is possible.
   • If the reset process repeatedly fails or appears to be blocked, contact Microsoft Support using another Microsoft account (or a newly created one) and choose the “recover account” path so an agent can guide through the recovery process.
2. Deal with messages stuck in the Outbox
   • Messages stuck in the Outbox typically indicate a send/authentication problem. Once the password and security info are corrected and the account is fully accessible again, Outlook.com/Outlook should be able to authenticate and send those messages.
   • If using Outlook for Windows (classic or new), verify the account password in Outlook matches the updated Microsoft account password. If the password was changed on the web, it must also be updated in Outlook. See “I can’t send or receive messages in Outlook” for the steps to re‑enter the password.
3. Optionally add an Outlook.com alias and use it going forward
   • Instead of abandoning the Hotmail address, an Outlook.com alias can be added to the same Microsoft account and set as the primary alias. This lets future mail and logins use the Outlook.com address while the Hotmail address continues to receive mail.
   • To do this:
     1. Go to https://account.live.com/names/Manage and sign in.
     2. Use Add email and a new alias and choose Create a new email address and add it as an alias to create an @outlook.com address.
     3. Set the Outlook.com alias as the primary alias.
   • After that, Outlook for Windows or Outlook on the web can be configured to use the Outlook.com alias as the main sending address, while the Hotmail address remains attached to the same account and continues to receive mail.
4. Forwarding or redirecting mail
   • Because Hotmail and Outlook.com are the same account platform, the usual pattern is to keep the existing account and add an alias rather than set up forwarding from one Microsoft consumer account to another.
   • Once the Outlook.com alias is primary, new mail sent to either the Hotmail or Outlook.com address arrives in the same mailbox. This avoids needing to maintain two separate accounts and forwarding rules.
5. Handling long‑standing memberships and logins
   • After the Outlook.com alias is in place and stable access is restored, log in to important sites and update the email address on file to the Outlook.com alias where possible.
   • Because both addresses point to the same mailbox, there is no immediate rush; updates can be done gradually while still receiving mail sent to the Hotmail address.

If there are signs of possible compromise (unexpected 2‑digit prompts, rules being created, or password changes not initiated by the owner), enable multi‑factor authentication (if not already enabled), review all security proofs (phone, email, authenticator), and remove anything unfamiliar. In similar cases, adding MFA has stopped malicious changes from recurring.

References:

• I can't send or receive messages in Outlook
• Outlook.com email account appears as "outlook_[long series of letters and numbers]@outlook.com" in Outlook for Windows
• Fixes or workarounds for recent issues on Outlook.com
• Outlook help & learning
• Unable to change password in my Outlook - Microsoft Q&A
• When enter the Outlook email account address it will not accept my Microsoft password it will not load - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A
• I have seen great advice for deleting the idtienphuoc1 Rule but none for stopping it from re-adding itself - Microsoft Q&A