Unable to receive final decision email on Account Recovery Submission

Jason Otto 0 Reputation points
2026-09-14T14:45:44.84+00:00

I have submitted an Account Recovery Form for a locked Hotmail account. I have waited a week between submissions. I have submitted from a known Internet address. I have tried multiple third-party emails to receive the one time security code. Still, I never receive the final decision email, even though the screen confirms I have successfully submitted the form. I do not have two factor id. What is my recourse to at least get a final decision email? I pay for Microsoft storage and provided my billing information on the recovery form. I have now tried this probably 15 times, waiting at least 3 days between submissions, and yet I never receive the decision email!

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Lester Bernard Reyes 85,150 Reputation points Independent Advisor
    2026-09-14T18:06:57.5833333+00:00

    Hi, I'm Bernard. I'm happy to help!

    The Microsoft account recovery form is one of the last and most effective options for recovering your account when other verification methods are unavailable. To help prove that you are the owner of the account, I recommend that you resubmit the form and provide as accurate and detailed information as possible. The more accurate information you provide, the higher the chances of your request being successfully verified.

     

    However, if the issue persists, you can reach out to Microsoft Accounts and Billing support by following these steps:

     

    Go to this link: https://support.microsoft.com/home/contact

     

    Type your problem in the search bar and press Enter.

     

    Scroll down to the bottom and select the blue "Contact Support" button.

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  2. Lester Bernard Reyes 85,150 Reputation points Independent Advisor
    2026-09-15T17:48:26.0166667+00:00

    You're very welcome! I completely understand your concern, especially after trying the recovery form several times. Billing Support can check your subscription and billing details and let you know what options you may have. They may not be able to change the recovery process, but they can help point you in the right direction.

    For the recovery requests, Microsoft doesn't provide the exact reason why a request may be flagged or why you haven't received the decision email. I’d recommend checking your spam or junk folder and making sure the information you enter matches your old account details as closely as possible.

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