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Accessing hotmail with 2-step verification & forgotten password

Alex Wilkins | AFS 20 Reputation points
2025-12-11T13:13:25.26+00:00

HELP!!!

I have forgotten my hotmail password, but when I press "forgotten password" it leads to adding a 2nd email address, then asking for Authenticator or phone number for a text. I can't add my hotmail account to MS Authenticator, as I have 2-step security and MS won't accept my phone number for a text as the 2nd form of security.

I tried the recovery route, added email strap-lines and I'm still locked out.

When I try again, it says my account is locked.

I've been out 4 days now and know that I have emails that need attending to. Can someone please help me remove 2-step verification or at least change my hotmail password?

Alex Wilkins

07710 011688

Microsoft 365 and Office | Subscription, account, billing | For home | Other
Answer accepted by question author
  1. Harold Milan 12,515 Reputation points Independent Advisor
    2025-12-11T15:39:40.7666667+00:00

    Hi,

    You cannot remove two-step verification or reset your Hotmail password without successfully verifying your identity. If you’ve lost access to your second factor (Authenticator or phone),

    the only option is:

    Wait for the lock to expire (usually 24 hours).

    Complete the Microsoft Account Recovery form with as much accurate info as possible: https://account.live.com/acsr

     

    If recovery fails, you must contact Microsoft Support and request an escalation. There’s no bypass for security Microsoft will only unlock the account after confirming ownership.

     

    from what i experience Microsoft’s support flow often redirects to this, which can be frustrating.

     

    Here’s how you can bypass that and reach a real agent:

    1.Go to Microsoft Support – Contact Us.

    2.Scroll down and select Get Help → Contact Support.

    3.When prompted to sign in, choose I can’t sign in or Skip sign-in.

    4.Select Microsoft Account as the product.

    5.Under Need more help?, choose Chat with a support agent or Request a call back.

     

    let me know how it goes, I hope this helps!

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  1. Q&A Assist
    2025-12-11T13:14:37.4533333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    If you're having trouble accessing your Hotmail account due to forgotten password and issues with two-step verification, here are some steps you can take:

    1. Account Recovery: Since you mentioned that you have already tried the recovery route, ensure that you are using the correct recovery email and that you have access to it. If you cannot receive a text message or use the Authenticator app, you may need to try using a different recovery method if available.
    2. Contact Support: If your account is locked and you cannot reset your password, it may be necessary to contact Microsoft support directly for assistance. They can help you unlock your account and guide you through the recovery process.
    3. Check for Blocked Numbers: If you are trying to receive a text message for verification, ensure that your phone number is not blocked on your device and that you have service in your area.
    4. Try Different Methods: If you have configured multiple verification methods, try using a different method to receive the verification code, such as an alternate phone number or email.
    5. Wait and Retry: If you have attempted multiple recovery options in a short period, wait for a while before trying again, as Microsoft may temporarily lock your account due to too many attempts.

    Unfortunately, I cannot assist you in removing two-step verification directly, but contacting Microsoft support is your best option for resolving these issues.

    References:

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  2. Alex Wilkins | AFS 20 Reputation points
    2025-12-11T14:17:36.45+00:00

    Thanks for the reply.

    I'll try and contact MS Support, but even those contact details often need you signed in, I believe.....it's a doom loop!

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