I can’t access my account due to theft. I don’t have the Authenticator app or the password.

Question

I can’t access my account due to theft. I don’t have the Authenticator app or the password.

Analistas Analistasocgm 0

Dear Microsoft Support Team,

I’m unable to access my Hotmail account due to the theft of my mobile phone. I currently don’t have access to my password or the Microsoft Authenticator app.

When I try to recover my password using the code sent to my recovery email, the system asks again for the Authenticator code. If I select the option indicating that I don’t have access to the app, I’m prompted to enter a 25-character recovery code, which I also don’t have. When I attempt to proceed, the next page fails to load, creating an endless loop.

I would appreciate your assistance in regaining access to my account.

Kind regards
[Remove duo to PII]

***@outlook.com

***@gmail.com

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Answer 1

Hello Analistas Analistasocgm,

Welcome to Microsoft Q&A forumIn your case, I suggest contact Microsoft Support live chat for further assistance in recover access to your account. Because this is just a Community Forum, and we do not have access to your account. and to recover access to your account may require sensitive personal information. Here is how to contact:

Open a website link - Contact - Microsoft Support
In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below.
In this section, you will need to sign in to your Microsoft account.
Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm
You can select " Chat with a support agent in your web browser " to access the chat window.