Can't log in to Hotmail Account

Follow these steps in order, based only on the available recovery options Microsoft supports:

1. Try the standard account recovery path
   • Go to the Recover your account page: Recover your account.
   • Enter the Hotmail/Outlook email, phone number, or Skype name used to sign in.
   • When asked where to send a security code, choose any option that still works (alternate email, phone, etc.), then:
     1. Select Next.
     2. Enter the code sent to that method.
     3. Set a new password and confirm it.
   • Tips from Microsoft:
     • Make sure the email domain is correct (for example, outlook.com, hotmail.com, live.com, or a country domain like .co.uk).
     • Check for spelling mistakes in the email name.
     • If the email isn’t recognized, try another alias or phone number on the account.
2. If the normal reset path fails or no code can be received
   • Use the Sign-in Helper / Account recovery form from Microsoft:
     • Help with the Microsoft account recovery form (Account recovery form link is on that page).
   • Complete it from a device and location that were used before with this account (home/office PC, usual network). This increases the chance of success.
   • Provide as much accurate detail as possible (old passwords, contacts, email subjects, etc.) as guided on the form.
   • Important Microsoft limitations:
     1. If two-step verification was turned on and none of the alternate verification methods (phone, email, Authenticator, security key) are accessible, support agents are not allowed to bypass this or reset the account.
     2. If two-step verification was not turned on and the verification options shown are not recognized, use the Sign-in Helper as instructed.
3. If the system says the account doesn’t exist
   • When seeing “The Microsoft account you've entered does not exist”, Microsoft advises:
     • Re-check spelling and domain.
     • If still correct, follow: My username and password have stopped working and use Recover your account again.
4. If locked out or too many attempts
   • If too many recovery attempts were made, Microsoft may temporarily lock further attempts.
   • Wait for the lockout period to expire, then retry the recovery form from a familiar device and network.
5. When Authenticator is involved
   • If Authenticator was used and you restored it on a new phone:
     • Open Authenticator → on each account showing “Sign in to restore your account”, tap Sign in.
     • Enter the account password and confirm email/phone as requested.
   • If Restore from backup or Begin recovery is needed on Android:
     1. Open Authenticator and select Restore from backup.
     2. Sign in with the personal Microsoft account used for the backup.
   • If Restore from backup is not visible, remove/sign out of all accounts in Authenticator first, then try again.
6. If none of the above works
   • For consumer Microsoft accounts, if two-step verification is enabled and no recovery method is available, Microsoft support cannot override the security checks or shorten the 30‑day protection period.
   • The only supported path is to:
     • Wait out any lockout period.
     • Retry using the recovery form with maximum accurate information from a known device and location.

References:

• My username and password have stopped working
• Help with the Microsoft account recovery form
• Restore account credentials from Microsoft Authenticator
• How to sign in to Hotmail
• Can't sign in to the Outlook mobile app
• Cannot log in Outlook. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A