Resetting password for hotmail account impossible

Because two-step verification is enabled and the password is forgotten, recovery must go through Microsoft’s automated flows; support cannot bypass them or “reveal” the password.

Use these steps, in order:

1. Start from the standard “Forgot password” flow
   • Go to the Microsoft account sign-in page for the Hotmail address.
   • Enter the email, select Next, then choose Forgotten your password? as described in Reset a forgotten Microsoft account password.
   • Follow the prompts to reset the password.
2. Provide two verification methods (because 2FA is on)
   With two-step verification turned on, password reset requires two contact methods (for example, authenticator app + SMS, or SMS + backup email):
   • When prompted, choose how to receive codes (phone, alternate email, authenticator app).
   • Enter each security code that is sent.
   • If both verifications succeed, the flow will let the password be reset.
3. If no verification option works
   • If none of the listed phone/email/app options are accessible or the codes keep failing, use the Sign-in Helper instead of the normal reset flow: Sign-in Helper.
   • The helper checks the account and either directs back into reset, or to the account recovery form if eligible.
4. Understand the 2FA limitation
   • If two-step verification is enabled and no verification method (phone, email, authenticator) is available or working, Microsoft support cannot override this.
   • The official guidance states that if two-step verification is on and none of the alternate methods can be used, recovery is not possible because agents are not allowed to send reset links or change account details.
5. If the account or username is not recognized
   • If messages like “The Microsoft account you’ve entered does not exist” or “We couldn’t find an account with that username” appear, verify spelling and domain, then follow My username and password have stopped working.
   • If still blocked, use the Recover your account link in that article and follow the security code steps.
6. If verification codes are the problem
   • If codes are not arriving or are rejected, follow the guidance in Troubleshooting verification code issues from the reset article to resolve code-delivery problems, then retry the reset.

If none of the above paths allow completion of two-step verification, the account cannot be recovered under Microsoft’s security rules, and a new Microsoft account will be required for future use.

References:

• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• Help with the Microsoft account recovery form
• My username and password have stopped working
• How to use two-step verification with your Microsoft account