Can't login into hotmail as 2FA set but account has been blocked

Anonymous
2024-10-23T07:23:32+00:00

Upgraded my iPhone today and transferred everything from iPhone 14 pro to iPhone 16 pro. The autenticator app did not transition over correctly and when I went to set up my email I couldn't do it as I need 2FA. Logged tickets and filled out all forms but I am being sent round in circles.

I still have access to my hotmail account via my macbook, however can't access mail or my 365 account as I am unable to login. I can't get hold of anyone on the phone and I am being sent round in loop by the online process.

Can anyone help??

Outlook | MacOS | New Outlook for Mac | For business

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  1. Reported
    Anonymous
    2024-10-23T12:34:46+00:00

    Dear Jasmin,

    Thank you for posting in the Microsoft community.

    I understand that you are experiencing issues logging into your account on your mobile phone, and I am more than happy to assist you.

    Firstly, please accept our apologies. The community is a public space, and due to privacy protection, we do not have access to user data, which limits the support we can provide for account recovery. I can only offer recovery suggestions based on the situation you currently describe.

    According to your description, after changing your phone, you did not properly migrate the mobile authenticator, resulting in your inability to log into your account normally. Is your old phone still usable? Verifying with the authenticator on your old phone should be the quickest way to resolve this.

    If your old phone is no longer available, please click "I don't have any of these" on the identity verification interface. If an option to update your security information appears, you can use this method to enter a new alternate security information, which will take 30 days to take effect. If you have previously saved a 25-digit recovery code, you can skip this 30-day waiting period.

    If the interface to update security information does not appear, as a last resort, I recommend that you contact the live chat support to inquire if your account can be recovered by submitting additional information.

    Here are the specific steps to contact the live chat support:

    1. Sign in to this link using any personal Microsoft account：Contact - Microsoft Support. Type "account issues" into the search box.
    2. Click "Sign in and contact support" at the bottom of the page.
    3. Under "Products and Services", select "Microsoft 365 and Office".
    4. Under "Category", select "Manage Account Security".
    5. Click "Chat with a support agent". Then fill out the contact information so that the online agent can contact you.

    Please note:

    • Online chat does not support enterprise accounts. If you currently do not have an available personal account, please create a new @outlook.com account to use.
    • the online chat service is available during working hours on local business days.

    We appreciate you spend your time working on this issue.  I wish you all the best.

    Best Regards,

    Ulrica.W - MSFT | Microsoft Community Support Specialist

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