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I was hacked and I’ve tried recovering multiple times now. I’m using a familiar device. I put in old passwords. My recovery email and phone number are no longer attached to the account. I don’t get why Microsoft can’t revert the account to its original state of creation. I need to get this email back. Too many account with it and I can’t switch half of them off it without the email.
Managing personal Outlook.com account settings, security, and privacy
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I also didn't have any response since Friday. Today I again contacted support team, they promised to come back as soon as possible. Let's wait, will keep you informed.
My brother is having the same problem. Microsoft need to sort this out, I am positive it is a breach of a law of some sort to carry on charging people without the use of their account. Useless, absolutely useless in every way possible. 0/10 worst experience ever, 0/10 worst automated system ever. 0/10 worst customer 'support' ever. Greedy company, with no intent of helping their customers. Boycott them ASAP
This whole account recovery process is nothing but a JOKE. Despite several attempts, I am still unable to recover my child's email account.
Here is my situation - I have created emails for my kids aged 2 and 4. My son's email address is not being utilized because he is obviously too small.
For some reason, the account got locked and I am not able to recover it using the recovery form as there is NO WAY certain information can be provided like emails sent from the account incl. subject lines (as there were simply no emails sent). The account is linked to my email account (obviously being the parent) from which I can edit my child's details that are being asked for in the account recovery form - things like name, surname, DOB, where the account was created, country, postal code etc. I provide this information and the details match 100%.
What I don't understand is WHY AM I AM BEING ASKED TO PROVIDE PRIOR PASSWORDS AND EMAIL SUBJECT LINES IN THE RECOVERY FORM, IF:
I am providing way more information that is needed to unlock the account, especially because it is LINKED to my account as a parent - and that can be easily verified if a HUMAN BEING would look at the information.
I understand this is all about security and I value the stringency, but this is too complicated to comprehend and other providers like gmail resolve the issue by using a simple reference email that can be used to unlock the account if you forget your password.
Can somebody from Microsoft PLEASE help with this.
Update: Tier II support never got back to me, no surprise. So I filed a BBB complaint even though Microsoft is NOT A MEMBER (go figure!). There are tons of complaints about this, and they do seem to respond... of course, they have said they can't unlock the account, it must be done with the [useless] recovery form!! They also said they could help to cancel my Office 365 account, although they didn't mention a refund yet. All I have to do for that is - yup, give them all the same answers again to confirm it's my account. Unbelievable!!!!! To be continued.
Update2: Microsoft sent me the same initial e-mail three times asking for my account details. I replied to the 2nd one with all of it yet again. I replied to the 3rd one saying that I had replied already. Now they closed my case because I "hadn't responded". No, I don't think so. :(((