I am still struggling!!!!!!!!HELP

Use a smartphone, tablet, or a trusted person’s computer to recover the Microsoft account first; Microsoft support agents cannot manually unlock it, reset its password, or take the subscription payment without account access.^1^

1. Recover access to the email account

Since the telephone and automated-support route has already failed, do not repeat it. On another internet-connected device:

1. Open the Microsoft account recovery form:
   https://account.live.com/acsr
2. Enter the Outlook/Hotmail address that cannot be accessed.
3. Supply a different working email address where Microsoft can contact you. This may be your carer’s email address.
4. Complete the form, preferably:
   • From your home, where the account was normally used.
   • On a phone, tablet, or computer previously used with the account, if one is available.
   • With old passwords, exact email subject lines, contacts, and other requested details.
5. Microsoft sends the result to the working contact address, normally within 24 hours. If verification fails, the form can be submitted again up to twice per day.^1^

If the account uses two-step verification and none of its registered verification methods is accessible, the recovery form cannot bypass that protection. Microsoft states that support agents cannot send a reset link or change the account details.^1^

If the screen specifically says “Account recovery has been blocked”, use the account-reinstatement form instead:

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

That route applies specifically to a blocked recovery or locked account; ordinary forgotten-password cases should use the recovery form.^2^

2. Pay the subscription after access is restored

On the phone, tablet, or another computer:

1. Open https://account.microsoft.com/services.
2. Sign in with the same Microsoft account that owns the subscription.
3. Locate the subscription.
4. If it is overdue, select Pay now.
5. Update or add the card/payment method if necessary.
6. Select Next to complete payment.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Pay for a past-due Microsoft subscription | Microsoft Support")

If it is not overdue but the payment method needs changing, select Manage → Change how you pay → Add a new way to pay.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Change your Microsoft subscription payment method and options | Microsoft Support")

If the subscription was purchased from a retailer rather than directly from Microsoft, its payment may need to be managed through that retailer instead.^5^

What a human agent can and cannot do

A support agent may assist with a billing or technical problem, but cannot override personal-account identity checks or directly restore access. Microsoft explicitly prevents agents from sending password-reset links or changing protected account information.^6^

Therefore, the practical order is:

1. Recover the account from another device.
2. Sign in and pay through Services & subscriptions.
3. Contact billing support only if payment still fails after sign-in.

Do not post the email address, password, card number, verification codes, or recovery-form answers in this public forum.

References

1. Help with the Microsoft account recovery form | Microsoft Support
2. Personal Outlook.com account locked — “Account recovery has been blocked” and no reinstatement option - Microsoft Q&A
3. [Pay for a past-due Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Change your Microsoft subscription payment method and options | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. Troubleshoot payment option issues | Microsoft Support
6. Contact Microsoft customer support | Microsoft Support