I can't log in to my hotmail. Can you please help as I have spent hours with AI

Question

I can't log in to my hotmail. Can you please help as I have spent hours with AI

Thomas J Browne 0

I am trying to log in to hotmail and I can do it

Talked to AI for the last few hours and it is exhausting, can I please talk to the human?

John Jefferson Doyon 88,935 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!

1 answer

Your answer

John Jefferson Doyon 88,935 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!

Answer 1

Hi John,

I got message that the security info has been deleted.

I can open Outlook now, but it is limited and it is asking me to sign in, unfortunately, the password I remember doesn't work.

I am trying to sort this out but I just can't.

I have requested code:

Security code
Security code
Please use the following security code for your personal Microsoft account th********@hotmail.com.
Security code: 257906
Only enter this code on an official website or app. Don't share it with anyone. We'll never ask for it outside an official platform.
Thanks,
The Microsoft account team

Privacy Statement

Microsoft Corporation, One Microsoft Way, Redmond, WA 98052

But then I am getting different message:

It looks like you just used the Microsoft account recovery form ([https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faccount.live.com%2Facsr%3Fmkt%3Den-IE&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339759508%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=vJRNSQ0U6MdZpJ9DdVAqBl9XednHyiAf5azbtPmq178%3D&reserved=0](https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faccount.live.com%2Facsr%3Fmkt%3Den-IE&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339759508%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=vJRNSQ0U6MdZpJ9DdVAqBl9XednHyiAf5azbtPmq178%3D&reserved=0"Protected by Outlook: https://account.live.com/acsr?mkt=en-IE. Click or tap to follow the link.")) to request a password reset for thomasjoebrown******@hotmail.com. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know. If you're having trouble signing in, go to [https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faccount.live.com%2FResetPassword.aspx%3Fmkt%3Den-IE&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339790893%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=sXdNXDY78NTqmhrLHRZvIvkhYf%2F9SxjjQl%2FAJHLTWbs%3D&reserved=0](https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faccount.live.com%2FResetPassword.aspx%3Fmkt%3Den-IE&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339790893%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=sXdNXDY78NTqmhrLHRZvIvkhYf%2F9SxjjQl%2FAJHLTWbs%3D&reserved=0"Protected by Outlook: https://account.live.com/ResetPassword.aspx?mkt=en-IE. Click or tap to follow the link.") and reset your password using security info such as your phone, alternate email address, or authenticator app. For more info about two-step verification, visit [https://emea01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fgo.microsoft.com%2Ffwlink%2F%3FLinkId%3D276854&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339813519%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=BuS10lwsFJlBd9Lhzx19nxd%2FQLIm06nTz4%2FudoeHgOU%3D&reserved=0](https://emea01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fgo.microsoft.com%2Ffwlink%2F%3FLinkId%3D276854&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339813519%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=BuS10lwsFJlBd9Lhzx19nxd%2FQLIm06nTz4%2FudoeHgOU%3D&reserved=0"Protected by Outlook: http://go.microsoft.com/fwlink/?LinkId=276854. Click or tap to follow the link."). Thanks, The Microsoft account team Privacy Statement: [https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgo.microsoft.com%2Ffwlink%2F%3FLinkId%3D521839&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339834664%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=f8cVO5D59vX9%2BSHJyk4lhDWwi%2B7th5jMMckL1dXg1f4%3D&reserved=0](https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgo.microsoft.com%2Ffwlink%2F%3FLinkId%3D521839&data=05%7C02%7C%7Ca828067c2f6743808dea08df22e6ecbc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639268047339834664%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=f8cVO5D59vX9%2BSHJyk4lhDWwi%2B7th5jMMckL1dXg1f4%3D&reserved=0"Protected by Outlook: https://go.microsoft.com/fwlink/?LinkId=521839. Click or tap to follow the link.") Microsoft Corporation, One Microsoft Way, Redmond, WA 98052

Can you please help me to sort this out? I have really important emails there that I need as soon as possible.

Thank you

John Jefferson Doyon 88,935 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

I have tried to sign in with PIN, finger print etc, passkey but when I have clicked that option I have been transferred to : No availabe option sign in for login.microsoftonline.com
John Jefferson Doyon 88,935 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!