Completly Locked out of Microsoft Account

Based on the described symptoms, the account is in a locked/verification‑problem state and recovery is only possible through the automated flows and standard support paths. The following steps are supported:

1. Check whether the username actually resolves as a Microsoft account
   If sign‑in with the old Hotmail address returns “we couldn’t find an account with that username”, follow the guidance in My username and password have stopped working:
   • Go to Recover your account at https://account.live.com/password/reset (from the article).
   • Enter each possible sign‑in identifier (Hotmail, Outlook alias, phone, Skype name) and verify spelling and domain (for example, .com vs .co.uk).
   • If the email still is not recognized after checking spelling and domain, the article directs to contact support using the Contact support path in that page.
2. If the account exists but is locked or sign‑in is blocked
   The repeated “Something went wrong, we can’t sign you in right now” plus prompts to add security info and invalid‑code errors are consistent with a temporarily locked or security‑challenged account:
   • When an account is locked due to suspicious activity or Terms of Use issues, the sign‑in flow may not show the usual Next or may fail after security prompts. In that case, use the aka.ms link shown in the lock/verification window to submit the Request for Account Reinstatement as described in Microsoft account has been locked.
   • After submitting that form, a Microsoft Online Safety agent reviews it and responds by email. Submitting multiple forms can slow the response, so only one active request should be open.
3. If verification codes are not accepted or rate‑limited
   From Microsoft account has been locked and the Q&A guidance:
   • Use any phone that can receive SMS; it does not need to be previously associated with the account.
   • Ensure the code entered is the one in the body of the SMS, not in the header.
   • If “usage limit exceeded” or “too many attempts” appears, or codes keep failing, stop trying and wait at least 24 hours (preferably a bit longer) before any further attempt. Continuing attempts can reset the cooldown and keep the account locked.
4. Use the Microsoft account recovery form correctly
   Since the recovery form has already been used, the key points from Help with the Microsoft account recovery form apply:
   • Complete the form from a device and location previously used to sign in (for example, the home PC where the account was normally used).
   • Use the official Account recovery form link from the article.
   • If two‑step verification was enabled and none of the verification methods are accessible, support cannot override this; in that case, recovery is not possible beyond the automated form.
   • If two‑step verification was not enabled and the verification options shown during password reset are not recognized, use the Sign‑in Helper tool referenced in the article.
5. If the system says the account does not exist
   If, during recovery or sign‑in, the message “The Microsoft account you’ve entered does not exist” appears for the Outlook or Hotmail address:
   • Carefully re‑check spelling and domain as described in My username and password have stopped working.
   • If still not found, follow the Contact support option in that article and state that the username has stopped working.
6. If an alias has been turned off for sign‑in
   Because the devices reverted from the Outlook alias to the Hotmail address, it is also possible that one alias has been blocked for sign‑in:
   • The article How to fix "This username has been turned off" error explains that aliases can be blocked from sign‑in.
   • If the error “This username has been turned off for sign-in. Try a different one.” appears for either alias, use Forgot your username? on the sign‑in page, enter the alias, retrieve the code sent to the primary alias, and sign in with an alias that is allowed for sign‑in.
7. When completely locked out and all limits are hit
   From the Q&A guidance in similar cases:
   • If password resets, verification codes, and the account recovery form have all hit rate limits, wait at least 24 hours without any attempts, then retry using the recovery form from a familiar device and network.
   • Account recovery is fully automated for consumer Microsoft accounts; moderators and most support agents cannot manually unlock or bypass the process. If the automated recovery ultimately fails, there is no supported way to regain access to that specific Microsoft account or its OneDrive/Outlook data.

In summary, the only supported paths are: verify the correct username, use the password reset flow, use the account recovery form from a known device/location, follow any aka.ms reinstatement link shown on the lock screen, and respect the 24‑hour cooldown when rate‑limited. If those automated processes do not succeed, Microsoft support cannot manually restore access to the locked consumer account.

References:

• Microsoft account has been locked
• Help with the Microsoft account recovery form
• My username and password have stopped working
• How to fix "This username has been turned off" error
• Why can't I log in to my Outlook account? - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A