Unable to log in to my hotmail.

Question

Unable to log in to my hotmail.

Thomas J Browne 0

Can't log in to my hotmail account. .................................................................................................................................................................................................................................................

John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T17:50:14.3766667+00:00
Hi, @Thomas J Browne

To help narrow down the issue:

What exact error message do you get when you try to sign in to your Hotmail account?

Are you trying to sign in on a new Android device, or were you previously able to sign in on this same device?

What troubleshooting steps have you already tried so far?

Thanks!
Thomas J Browne 0 Reputation points

2026-10-05T17:59:18.2033333+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T18:55:04.8+00:00

Thank you for letting me know.

Because two-step verification is enabled, the normal account recovery form will not work.

Did you personally remove or replace the security phone number or email on this account?

If yes, Microsoft may place the account under a 30-day security hold:

https://support.microsoft.com/en-us/accounts-billing/manage/what-does-security-info-change-is-still-pending-mean

If no, go to:

https://account.microsoft.com/security

Check if it says your security info change is still pending and use the option to report that you did not make the change.

Please let me know whether you were the one who changed the security information.

Thanks!
Thomas J Browne 0 Reputation points

2026-10-05T19:32:05.0666667+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T20:38:31.52+00:00

Hi,

Since this is a Hotmail account, please try signing in directly to your personal Microsoft account here:

https://account.microsoft.com

If possible, open it in a private/incognito browser window and enter your Hotmail address. Do not use the login.microsoftonline.com page.

The PIN, fingerprint, or passkey will only work if that sign-in method is still registered and available for the account. Since you were told the security information was deleted, that may be why you are seeing "No available option to sign in."

Microsoft's personal account sign-in guidance is here:

https://support.microsoft.com/en-us/accounts-billing/manage/how-to-sign-in-to-a-microsoft-account

When you try the link above, what exact message appears after entering your Hotmail address?

Thanks!
Thomas J Browne 0 Reputation points

2026-10-07T13:49:25.9766667+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:04:13.4233333+00:00

Deleted...
Thomas J Browne 0 Reputation points

2026-10-08T16:07:43.9266667+00:00

Thank you
Stefan Blom 354.2K Reputation points MVP Volunteer Moderator

2026-10-09T08:28:44.88+00:00

@Thomas J Browne

Since you have deleted most of your Comments to John Jefferson Doyon's Answer, does that mean that your issue has been resolved? You do not need any further assistance?

Please note that removing most of the context for a question makes the thread difficult to understand for other people trying to read through it.

2 answers

Your answer

John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T17:50:14.3766667+00:00

Hi, @Thomas J Browne

To help narrow down the issue:

What exact error message do you get when you try to sign in to your Hotmail account?

Are you trying to sign in on a new Android device, or were you previously able to sign in on this same device?

What troubleshooting steps have you already tried so far?

Thanks!
Thomas J Browne 0 Reputation points

2026-10-05T17:59:18.2033333+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T18:55:04.8+00:00

Thank you for letting me know.

Because two-step verification is enabled, the normal account recovery form will not work.

Did you personally remove or replace the security phone number or email on this account?

If yes, Microsoft may place the account under a 30-day security hold:

https://support.microsoft.com/en-us/accounts-billing/manage/what-does-security-info-change-is-still-pending-mean

If no, go to:

https://account.microsoft.com/security

Check if it says your security info change is still pending and use the option to report that you did not make the change.

Please let me know whether you were the one who changed the security information.

Thanks!
Thomas J Browne 0 Reputation points

2026-10-05T19:32:05.0666667+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-05T20:38:31.52+00:00

Hi,

Since this is a Hotmail account, please try signing in directly to your personal Microsoft account here:

https://account.microsoft.com

If possible, open it in a private/incognito browser window and enter your Hotmail address. Do not use the login.microsoftonline.com page.

The PIN, fingerprint, or passkey will only work if that sign-in method is still registered and available for the account. Since you were told the security information was deleted, that may be why you are seeing "No available option to sign in."

Microsoft's personal account sign-in guidance is here:

https://support.microsoft.com/en-us/accounts-billing/manage/how-to-sign-in-to-a-microsoft-account

When you try the link above, what exact message appears after entering your Hotmail address?

Thanks!
Thomas J Browne 0 Reputation points

2026-10-07T13:49:25.9766667+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:04:13.4233333+00:00

Deleted...
Thomas J Browne 0 Reputation points

2026-10-08T16:07:43.9266667+00:00

Thank you
Stefan Blom 354.2K Reputation points MVP Volunteer Moderator

2026-10-09T08:28:44.88+00:00

@Thomas J Browne

Since you have deleted most of your Comments to John Jefferson Doyon's Answer, does that mean that your issue has been resolved? You do not need any further assistance?

Please note that removing most of the context for a question makes the thread difficult to understand for other people trying to read through it.

Answer 1

John Jefferson Doyon 89,725 Independent Advisor

Thank you for letting me know.

It appears the security information on your Microsoft account may have been changed by someone else.

Please do not select that email address or approve any Authenticator request you do not recognize.

Go through Microsoft's Sign-in Helper here and enter your Hotmail address:

https://aka.ms/sign-in-helper

Microsoft's hacked-account guidance is here:

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account

If you see a message saying "Your security info change is still pending," select "let us know" and follow the prompts to report that you did not make the change:

https://support.microsoft.com/en-us/account-billing/what-does-security-info-change-is-still-pending-mean

Because two-step verification is enabled, the normal account recovery form will not work if you cannot access any of the registered verification methods.

Please let me know what the Sign-in Helper tells you after you enter the Hotmail address.

Thanks!

Thomas J Browne 0 Reputation points

2026-10-08T08:55:06.9566667+00:00

Deleted...
Thomas J Browne 0 Reputation points

2026-10-08T15:40:44.3233333+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:06:58.5666667+00:00
Thank you for letting me know.

If you haven't already, I suggest resetting the password, choosing the "I don't have any of these" option, and continuing with the form.

To reset your password, please follow these steps:

Go to the Microsoft account recovery page: https://account.live.com/password/reset

Select "I forgot my password", then click Next.

Enter the email address or phone number linked to your Microsoft account and follow the on-screen instructions.

If you don’t have access to any of the recovery options listed, click on “I don’t have any of these” and fill out the form as accurately as possible. Microsoft uses that information to verify your identity.

Should you need further info in the meantime, please let me know.

Thanks!
Thomas J Browne 0 Reputation points

2026-10-08T16:16:54.23+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:44:37.2+00:00

Please know that this forum is public; not even Microsoft Support has access to users' accounts.

If the issue persists, you can try again using the form up to 2 times per day.

It is the only way forward.
Thomas J Browne 0 Reputation points

2026-10-08T16:47:59.1933333+00:00

Thank you
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:52:07.6933333+00:00

I understand.

Just to clarify, do you know the secondary address added to your account or not?
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T16:54:04.8+00:00

I mean, do you recognize it at all?

I ask because it is possible that you might get hacked, in which case recovery would be more difficult.
Thomas J Browne 0 Reputation points

2026-10-08T16:57:24.97+00:00

Error
Thomas J Browne 0 Reputation points

2026-10-08T17:03:19.69+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T17:05:35.92+00:00

Thank you for letting me know.

In that case, the recovery would be more difficult.

In your screenshot, you have Microsoft Authenticator listed as a secondary sign-in. Are you able to sign in using it, or are you getting stuck with an error?
Thomas J Browne 0 Reputation points

2026-10-08T17:07:00.7733333+00:00

Deleted...
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T17:07:24.4566667+00:00

Sorry, the "my authenticator app" option.

Are you able to sign in using it, or are you getting stuck with an error?
Thomas J Browne 0 Reputation points

2026-10-08T17:08:53.6966667+00:00

Deleted...
Thomas J Browne 0 Reputation points

2026-10-08T17:10:46.5733333+00:00

Thank you
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T17:33:13.83+00:00

Are you using the Microsoft Authenticator app or a different authenticator application?

Please try to sign in using the "my authenticator" option.

Let me know how it goes. Thanks!
Thomas J Browne 0 Reputation points

2026-10-08T17:35:18.78+00:00

Error
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T17:39:11.55+00:00

Sorry, could you be more specific? Which authenticator app, and what specific error message?
Thomas J Browne 0 Reputation points

2026-10-08T17:49:30.27+00:00

Thank you John
John Jefferson Doyon 89,725 Reputation points Independent Advisor

2026-10-08T18:27:11.74+00:00

Thanks,

Just to also check, do you have the account signed in to another device, such as a Windows PC, where you can use biometrics or a PIN to sign in under 'Sign-in options'?'
Thomas J Browne 0 Reputation points

2026-10-08T18:38:32.7766667+00:00

Deleted...

Answer 2

Hi, @Thomas J Browne

Based on everything you have provided and the troubleshooting already completed:

Your Hotmail account has two-step verification enabled.
The normal account recovery form is being ignored because two-step verification is enabled.
Microsoft Authenticator does not contain the account.
PIN, fingerprint, and passkey sign-in have not provided another usable option.
The recovery email being offered is not currently accessible, and your phone number is not being offered as a verification method.
You also do not have a recovery code.

Since the usual recovery options have been exhausted, I suggest submitting Microsoft's Account Reinstatement form here:

https://www.microsoft.com/digitalsafety/account-reinstatement

On the form, select:

"I am having problems with my password, or I can't log in or reset my password."
"I am not receiving the provided code."

In the "Additional information" section, explain that two-step verification is enabled, the recovery form is being rejected, Authenticator does not have the account, the recovery email cannot be accessed, and the phone number is not appearing as a verification option.

Also mention that you urgently need access to important emails, but do not include passwords, security codes, or other private information.

This does not guarantee that Microsoft can restore access, but at this stage it is the appropriate Microsoft form to submit the full account-access issue for review.

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.