hotmail accounts can't be accessed as password not known and recovery email address also locked out

susan Walton 0 Reputation points
2026-10-02T11:18:23.1266667+00:00

Both our e-mail login accounts are locked and we cannot gain access to either as the recovery e-mail address is also locked. We seem to be going around in circles and have been unable to contact anyone at microsoft support centre.

Any help or suggestion

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Virginia M 42,155 Reputation points Independent Advisor
    2026-10-02T12:28:55.48+00:00

    Hello, I’m Virginia.

    Please note we’re fellow users like yourself & have no access to accounts.

    Try recovering your account here:

    Can’t sign in:

    https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

    You can also try https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop down menus.

    If none of the above work then you’ll require the account recovery form:

    https://account.live.com/acsr

    Account recovery is automatic for Home users so there’s no manual review/2nd tier support.

    Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

    If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

    Please be aware that if 2fa/mfa has been enabled then usually there’s nothing which can be done.

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  2. AI answer

    2026-10-02T11:18:38.7066667+00:00

    If both Hotmail/Outlook.com accounts are locked and the recovery email is also inaccessible, the supported recovery paths are:

    1. Try the Microsoft account sign-in helper first. It is the primary tool for sign-in issues and locked accounts.
    2. If the account is locked, sign in at https://account.microsoft.com to request a security code.
      • Any phone number can be used to receive the security code.
      • The phone number does not need to be associated with the account.
      • The phone only needs to receive text messages.
    3. If the username and password are no longer working, use Recover your account, then:
      • enter the email address, phone number, or Skype name
      • choose where to receive the security code
      • enter the code
      • set a new password
    4. If Outlook.com says the account is blocked because of unusual sign-in activity, use the Sign-in Helper.
    5. If the account is locked and the sign-in page does not show Next, use the aka.ms/ reinstatement link shown in that window and submit the account reinstatement form. After submission, a Microsoft Online Safety support agent reviews the request and contacts by email. Do not submit multiple requests, because that can slow the response.
    6. If the recovery email is locked and codes are not arriving, use a different verification method if offered, such as a phone number.
    7. If recovery still fails, use Contact Microsoft Support, enter the problem, select Get Help, then Contact Support.

    Important limits:

    • Support agents are not allowed to send password reset links or directly access and change account details.
    • If the account is protected by two-step verification and the available verification methods cannot be accessed, the recovery form may not work.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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