Account Recovery

Since the recovery request was already denied and the original phone number is no longer available, the only remaining option is to try the official Microsoft account recovery process again with the best possible information.

Use these steps:

1. First, confirm the account details
   • Make sure the full Outlook/Hotmail address is typed correctly, including the correct domain (for example, .com vs .co.uk) and correct spelling of the name (for example, rachel vs rachael).
   • If the address is reported as not existing, follow the guidance in My username and password have stopped working.
2. If the password is correct but security info (phone) is lost
   • If the password is still known but the phone number is closed and no longer accessible, start sign-in as usual.
   • When asked to verify identity and shown old security info, select I don't have any of these and follow the prompts to replace security info.
   • After replacing all security info, there will be a 30‑day wait before normal sign-in is allowed. During those 30 days, if the old security info becomes available again and is used, the update will be canceled.
3. If the password is not known and no security info works
   • Use the Microsoft account recovery form as described in Help with the Microsoft account recovery form.
   • Before filling it out again, review the guidance carefully to improve the chances of success.
   • Use a working email address that can receive messages about the request (this can be any active email, including a newly created Outlook.com address).
   • Complete the form from the same computer and location that has been used to sign in to this account for many years, as this increases the likelihood that the system recognizes the sign‑in pattern.
   • Provide as much accurate detail as possible (previous passwords, contacts, subject lines, etc., as requested by the form).
4. Important limitation with two-step verification
   • If two-step verification was turned on and none of the alternate verification methods (phone, email, authenticator) are accessible anymore, support agents cannot override this or reset the account. For security reasons, they are not allowed to send password reset links or change account details.
   • In that case, only successful completion of the automated recovery form can restore access; if the form repeatedly fails, the account cannot be recovered.
5. If the account still cannot be recovered
   • If the recovery form continues to be rejected even after carefully following the guidance and using a familiar device/location, there is no additional manual escalation path for consumer Outlook.com accounts documented in the provided material.
   • In that situation, the practical step is to create a new Outlook.com account and update contact details and services elsewhere.

References:

• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• My username and password have stopped working
• Troubleshoot Microsoft verification code issues