Obsolete Recovery email for locked hotmail account means verification emails to unblock cannot be accessed

For a locked personal Hotmail/Outlook.com account where only obsolete security info (old email/phone) is available, Microsoft support cannot manually remove or change that security info or directly unblock the account. All recovery and security changes for consumer Microsoft accounts must go through the automated self‑service flows.

Key points and options:

1. Use the Sign‑in Helper / unblock flow

• For a blocked Outlook.com account, start with the Sign‑in Helper: Sign-in Helper.
• This is the official path to unblock the account when unusual sign‑in activity is detected.
• If the account cannot be unblocked with the code and password steps, follow the guidance under “If you can't unblock your account”, which directs to the “When you can't sign in to your Microsoft account” flow.

2. Use the Microsoft account recovery form carefully

• When normal verification via old email/phone is impossible, the only supported alternative is the account recovery form.
• Before filling it out, ensure there is a separate working email address available (this can be a new Outlook.com address or any other active email) to receive updates about the request. See Step 1: Ensure you have a working email for Microsoft account recovery.
• Then complete the recovery form with as much detail as possible:
  • Old passwords used on the account.
  • Exact subject lines of emails previously sent from that account.
  • Contacts’ email addresses.
  • Any Microsoft services used with the account (Xbox, Skype, etc.).
• The more accurate and detailed the answers, the higher the chance of success. Wrong answers do not count against the request.
• Microsoft reviews the form and responds to the working contact email, typically within 24 hours.

3. When recovery keeps looping back to obsolete email/phone

• If the system insists on sending codes only to obsolete security info, that indicates the automated checks have not yet accepted the recovery data as sufficient proof of ownership.
• In that situation, the options are:
  • Wait out any temporary lockout period caused by multiple failed attempts.
  • Try the recovery form again later from a familiar device and network (a PC or browser that was commonly used to sign in to that Hotmail account), and provide even more detailed information.
• There is no supported way for Microsoft agents to override this or to manually delete the obsolete email/phone on a consumer account when the owner cannot sign in.

4. Changing or removing aliases/security info requires successful sign‑in

• Adding/removing email addresses or phone numbers (aliases) and changing verification methods is only possible after signing in to the Microsoft account and going to the account management pages (for example, Your info and alias management).
• Because sign‑in is currently blocked and verification cannot be completed, Microsoft cannot pre‑emptively delete the obsolete email or add a new recovery email on the locked account.

5. Copying or rerouting mail from the blocked account

• Forwarding or copying mail to another address also requires access to the mailbox (to set forwarding rules or export mail).
• Without successful sign‑in, there is no supported method for Microsoft to copy or reroute the contents of a personal Hotmail/Outlook.com mailbox to another email account.

6. When all automated recovery options fail

• For personal Microsoft accounts, if the Sign‑in Helper and the account recovery form both fail and the system will not accept the provided information, there is no additional escalation path where support can bypass security and grant access, change security info, or export mailbox contents.
• The practical options then are limited to:
  • Continuing to attempt the recovery form periodically with improved information.
  • Using a different email account going forward and, where possible, updating contact details with organizations such as HMRC directly (outside of the locked mailbox).

In summary:

• Microsoft cannot manually delete the obsolete recovery email/phone or add a new one on a locked personal Hotmail account.
• The only supported way to regain access is via the Sign‑in Helper and the Microsoft account recovery form, using a separate working email for contact.
• If those automated methods do not succeed, the mailbox contents cannot be copied or rerouted by Microsoft to another email address.

References:

• Help with the Microsoft account recovery form
• Unblock my Outlook.com account
• Change the email address or phone number for your Microsoft account
• My account got hacked.
• I need to speak with a real person and it seems impossible.
• My account got hacked