Locked out of Hotmail account and backup email

Because the backup email and Authenticator are both unavailable, the only supported way to regain access and update security info is to go through Microsoft’s automated recovery and unblock flows.

1. Start with the Sign-in Helper
   • Go to the Sign-in Helper: Sign-in Helper.
   • Follow the prompts to unblock the Outlook.com/Microsoft account and sign in again.
2. Use account recovery if normal sign-in fails
   • If the account is blocked or the usual verification options (old backup email, Authenticator) don’t work, use the account recovery process referenced in:
     • When you can’t sign in to your Microsoft account (linked from the unblock article).
   • During recovery, choose options like I don’t have any of these when asked for verification methods that are no longer accessible, and complete the form with as much accurate information as possible.
3. Update backup security info after regaining access
   • Once signed back in, go to the security settings for the Microsoft account.
   • Add a new phone number or email address as security info.
   • Remove the old work email only after the new info is verified.
   • Do not change all security info at once, or the account may be restricted for 30 days.
4. If the Authenticator backup cannot be restored
   • If Authenticator credentials cannot be restored because the backup account is inaccessible, they cannot be recovered by support. Re-add accounts manually after regaining access using other verification methods.

If none of the above works and the automated recovery fails, support agents cannot override the system for consumer accounts; continued attempts must go through the same recovery and unblock tools.

References:

• Unblock my Outlook.com account
• Common problems with two-step verification for a work or school account
• Restore account credentials from Microsoft Authenticator
• How to sign in to Hotmail
• Microsoft account has been locked