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My account been locked and after contact with the CDOC Case Management, no one reply

Yee Dan Tsao 0 Reputation points
2025-11-20T16:37:38.5666667+00:00

I use my Hotmail account regularly, but recently I changed to a new phone and had difficulties transferring my authenticator. After several attempts—and with help from online customer service, I finally managed to update the authenticator using my phone number and set it up on my new device. I was able to use my email normally for a day, but then my account was suddenly locked and I could no longer recover it.

I had to complete the online recovery form and wait for the CDOC team to contact me by email. They emailed me asking for more information, and I provided everything I could. I even included an expired visa letter that matches the reference number in one of the emails I received, to prove my identity. I have replied to that email many times, asking questions and requesting help, but no one responds. No one is supporting me through this process.

At the moment, my account can only be recovered through the online form and email, but the team handling my case is not replying or assisting me at all. It feels like there is no solution and no support. This email account is connected to many of my other accounts, and I’m feeling completely hopeless.

I have dealt with this for weeks and have already submitted the form twice as instructed by customer service. I have my phone number to receive the code, my authenticator, but they don't allow me to recover base on my phone, and force me to go to form-email, but I only receive email asking to provide information, without further support and response. Can anyone help? Can I use my phone number to recover? I am willing to provide any detail as evidence, but need to talk to real person who can actually reply and talk....

My case reference number is: SIR<removed PII>

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  1. Q&A Assist
    2025-11-20T16:38:01.78+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It sounds like you are experiencing significant frustration with the account recovery process for your Hotmail account. Here are some steps you can take to address the issue:

    1. Check Your Spam/Junk Folder: Sometimes, responses from support teams can end up in your spam or junk email folder. Make sure to check there for any replies.
    2. Contact Support Again: If you haven't received a response after multiple attempts, consider reaching out to support again. You can find the support phone number for your region at Get support - Microsoft 365 admin.
    3. Provide Clear Information: When contacting support, ensure that you provide clear and concise information about your issue, including your case reference number (SIR22207723) and any relevant details about your account and the recovery process.
    4. Use Alternative Recovery Methods: If possible, try using any alternative recovery options available, such as using your security information to reset your password, if that feature is enabled by your global admin.
    5. Emergency Access Account: If you are part of an organization, consider discussing the possibility of creating an emergency access account (break-glass account) with your IT department to prevent future lockouts.

    Unfortunately, if the CDOC team is unresponsive, there might not be much you can do apart from continuing to follow up with them. It’s essential to remain persistent while also exploring other support avenues.

    References:

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  2. Jeronimo Fuerte 26,440 Reputation points Independent Advisor
    2025-11-20T17:16:11.6266667+00:00

    Hi! Sorry to hear that you’re having trouble with this. After you fill out the recovery form, if you receive an email from Microsoft requesting more information, you should stop submitting new recovery forms, as this restarts the process. Instead, reply to that email with as much information as you can about the account and then wait. It may take a few days for them to respond, as they need to be sure you are really the account owner. Only if they reply saying the recovery was not successful should you try the form again.

    If the account is locked for suspicious activity, you can try this form instead:
    https://www.microsoft.com/digitalsafety/account-reinstatement

  3. Jeronimo Fuerte 26,440 Reputation points Independent Advisor
    2025-11-21T17:42:17.8066667+00:00

    Please share a screenshot of the email you received, making sure to cover or blur any personal information.

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