Security Windows

Why You Can’t Access Your Locked Microsoft Account

Christian Cawley 23-02-2015

Recovering a Microsoft email account is simple, in theory. But for many it turns into a Kafka-esque nightmare of faceless bureaucracy and endless circles of inactivity.


We can’t change this, but we can certainly help you to work out why your attempts to unlock your Microsoft account have failed.

What Is a Microsoft Account?

Resetting a Microsoft account should enable you to regain access to your email account or even your computer. There is more at stake, however, depending on which service you’re using.


For instance, you might have an address that uses the,, or even formats (perhaps with a suffix appropriate to your locale, such as .ca or

You might have created the account to access a  new Windows Phone (which you’ll need to get familiar with quickly Got A New Windows Phone? Get Up To Speed With These Tutorials Suddenly found that you're the owner of a new Windows Phone? Switching to a new mobile OS can be something of a culture shock. Fear not, we're here to introduce you. Read More ), or brand new Windows 8 computer. Alternatively, you may be unable to access an Xbox account due to problems with your passkey and password. If your Xbox-linked account is locked and the password will no longer work, you will need to remove the account-linked profile from your console, reset the password, and then sign in again.


What if Your Windows 8.x Computer Account Is Locked?

Many people use a Microsoft account to access their Windows 8.x computer (or even Windows 10, as the preview versions How To Install New Windows 10 Preview Builds Without Issues A new Windows 10 Technical Preview Build 9879 was released a few days ago. We'll show you how to get new builds automatically, upgrade manually, prevent errors, and where to download new ISO images. Read More are easy to install). This affords various advantages, such as integrated cloud storage through OneDrive and the ability to migrate desktop profiles between computers simply by logging in.

However, if your Microsoft account is locked out, you won’t be able to access your computer. So how do you get around this?

The answer is actually quite simple. Instead of logging in with the online Microsoft account, you use the offline option, which enables you to create and use an account without the online profile management and verification.

At the login screen, select Sign in without a Microsoft account, and simply follow the instructions. Note that you won’t be able to easily access data from another account on that computer.


If this is fine, you can also choose to do without a Microsoft account entirely How to Delete Your Microsoft Account & Create a Local Windows 10 Login Have privacy concerns about using a Microsoft Account in the cloud? Here's how to create a local Windows 10 login account instead. Read More from now on.

Why Is Your Microsoft Account Locked?

As a rule, you can reset your Microsoft account Hotmail Account Blocked? Here Is How to Fix It Over the last few years, Microsoft has expanded the Hotmail/Windows Live services to include a dazzling array of browser-based services. With so many features offered for free you might think that this is a pretty... Read More by following the steps we outlined previously. Little has changed – not at the Microsoft end at least.


To work out why you cannot regain access to a locked Microsoft account, however, it is worth spending a few moments thinking about just why the account has been restricted. Did you breach terms and conditions of use, perhaps on your Xbox 360 or Xbox One Microsoft Xbox One Review And Giveaway The console wars are officially raging, and we've had sufficient time with both of them. That begs the question: how does the Xbox One compare? Read More ? Did you store illegal, or copyright protected, data on your OneDrive?


Perhaps your account has been hacked. Did you click on a link or download a file that you shouldn’t have? Phishing emails What Exactly Is Phishing & What Techniques Are Scammers Using? I’ve never been a fan of fishing, myself. This is mostly because of an early expedition where my cousin managed to catch two fish while I caught zip. Similar to real-life fishing, phishing scams aren’t... Read More are common to Microsoft addresses, even with the inbox scanning on the (which is arguably as good as Gmail, and even supports email domain hosting Forget Gmail - Also Handles Your Own Email Domain Now, using a webmail service to host your domain email isn't anything new. Matt covered how you can set up email on your domain using Google Apps. But is Google really the only act in... Read More ).

Understanding why your account is locked can help you to work out just why Microsoft won’t unlock it. There is a chance that they’re not convinced your previous behaviour was a mistake, or that your online activities are prone to exposure to malware, something that might put other users’ mailboxes at risk.

Trying to Access Your Locked Microsoft Account, but Can’t?

Using the password reset tool should work in most cases. However, if your account details are not accurate or up to date, then you might find that there is a problem.

Having incorrect personal data on your account profile will make it difficult to reset your password. Remember, this data is collated to enable you to recover the password when the account is locked, so setting it up with incorrect or knowingly false data really isn’t going to work.


Similarly, you should make sure that you still have access to the secondary email address. Without this, you will find it extremely difficult to recover your password.

Two-factor authentication What Is Two-Factor Authentication, And Why You Should Use It Two-factor authentication (2FA) is a security method that requires two different ways of proving your identity. It is commonly used in everyday life. For example paying with a credit card not only requires the card,... Read More is a great way to keep your online accounts secure. Microsoft offers this, but unfortunately if your account becomes locked, accessing it again will become next to impossible without having access to your secondary account. So while the benefits of two-factor authentication are considerable, it is more difficult to recover.

Finally, you might simply run into a problem that Microsoft isn’t able or willing to help with, based on previous activity or the actions of other users.

An inability to regain access to your account of course hugely frustrating, and there doesn’t seem to be anything you can really do, short of completing this form designed specifically for locked accounts. Microsoft support can and often have assisted users like you in unlocking accounts, but keep in mind the fact that they have to be certain you are the genuine account holder. Should the Microsoft operator have any doubts, then they will have to reject your request.

Genuine Problem Accessing Your Locked Microsoft Account? Let Us Know!

Everything we’ve explained above has been in response to the considerable volume of comments on our previous guide to unlocking a Microsoft account. We’ve seen that a few people have been reckless, but there are many that seem to have a genuine grievance.

We’d like to hear from you in the comments if you have had success getting access to your account after it was locked; we’d also like to hear your stories of Microsoft’s recovery procedure failing you for seemingly no reason. Why do you think it happened? Was there any feedback? Tell us everything.

Gamer via Shutterstock, Red Mailbox via Shutterstock

Related topics: Hotmail, Online Security, Windows.

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  1. Tony Rayos
    July 19, 2019 at 10:14 am

    I was locked out of both of my outlook accounts because, I work on computers and I freely sign in to different computers that I work on. and I think the system thinks my account is being hacked. So I try to verify my information but, the thing is, I set both emails up to verify my information and now have no way to access either one. Because of this, I can't sign into multiple services that I am losing TONS of money on. Honestly, really hate Microsoft. I've had my yahoo email for 10 years and no problems. Wish I kept all my services on my yahoo instead of migrating to Outlook.

  2. Thomas J Riddelsdell
    July 4, 2019 at 10:31 am

    I had a microsoft account when I first bought windows 8.1. I discontinued it because it wanted me to change passwords to often.
    Now I can never set one up. The password is not the same as my accout password (even though I know it is).
    At first I though I was making a mistake. After 5 tries I know its not me. Today I tried to bypass everything and set up a new account so I would have a one drive account.
    I am still getting the password conflict when I try to set up onedrive. I think I have at least got a microsoft account now???

  3. kaylee M wright
    June 18, 2019 at 7:09 pm

    I'm trying to recover my grandmothers account for her. My grandfather is the account t holder and has dementia and no way of recovering his passwords or secondary email? What's my option?

  4. Jack
    May 16, 2019 at 1:21 pm

    Microsoft Live is shit as hell. I went overseas for about two years and used my email there. Now I am back to my country and Live thinks there is unusual activity despite the account had been used in the same location before going overseas. It won't let me in despite entering correct password and answering the security question right, it takes me to another page asking me to enter all my details such as name, date of birth and state including postcode, any other passwords you remember you used, any email address that you have sent email to including EXACT subject line. Wtf? Who remembers the email address and the subject lines you have sent email to?! Answering the security question right should suffice.

    If you think answering security question alone isn't enough then you are out of fukn mind. If the user has easy security question setup and someone can guess it right then the responsibility should be put on the user. It's like someone doesn't lock his house properly and all his sensitive files in his house gets stolen. Even sensitive files at office and home are vulnerable so the onus should be put on the owner to make it safe so online world should have the same logic to it. If someone has weak password or weak security question then its his/her own fault. Answering the security question right gives enough proof that you are the owner. If answering the security question isn't enough then setup more security questions at the time of account creation. If you haven't then its your fukn problem for not asking me more security question or devising in such a way that only owner can verify it except they forget their answer similar to losing his/her key. I know right now you are thinking we are trying to make user's account as secure as possible but you know what if you have failed to ask me questions at the time of account creating then I would say it is your fault. There are many workarounds in order to verify so design or implement in such a way that no one is locked out of his/her account. This is fukn pathetic. The same thing happened with my Google account due to travel and now Live account. This is a fukn joke.

  5. Nolyn
    January 7, 2019 at 12:30 am

    My friend gave me a used Xbox 360. I now cannot Log into the Microsoft account in any way, shape, or form, and my friend and I drifted apart after I moved out of state.

  6. Simon
    November 19, 2018 at 5:24 pm

    Recently bought a laptop back to life that was unwanted because Microsoft would not recognise the only password that had ever been used to get into the laptop. Reset the laptop and during set up got ever so frustrated at having to set a password or pass code. The laptop will not ever be run without me sitting in front of it and anyway it seems to cause more problems than it solves.
    Asked to verify account by Microsoft, will not accept my email address, discovered problem with keypad so a digit missed. Tried to change the email address after fixing faulty key. Cannot change as get told email address unavailable!
    Contact Microsoft chat and went through the process of answering several questions. Got told to go through the reset form route. Bloody stupid questions that are asked. What email address did you set this up with, have you bought anything from Microsoft has got to be the most stupid. I am using a Windows 10 machine you fecking morons. Gave all information that I could remember but within 5 minutes of submission get a text to a phone number previously supplied that I have not given sufficient information!!
    So today I have discovered that resetting a laptop buggers up any other account you have with Microsoft. They ask really stupid questions and then tell you that you are not you!! To top it all off I get a text from them telling me I have not supplied sufficient information! Who the hell were they sending a text to then, Santa Claus FFS???
    Time I looked at Linux or Apple I think I do not want to deal with these anal retentive pillocks anymore, life is just too short.

  7. Adam
    November 3, 2018 at 4:19 am

    MS reset my password, since I did not update my phone number, they cannot send me a verification code.

    Contacted MS support, they told me about a 5 YEAR waiting period. After five years Microsoft removes accounts. Never ever heard such a nonsense before. 99% template nonsense they send and when their employees manually type two words you can easily see it.. different font. Never seen such an unprofessional company.

    Now imagine I would have had used it as Windows login + Xbox account. All lost...

    NEVER again Microsoft.

    PS: Account was created with my personal domain, so it's pretty easy to check that I own it since 15+ years, also I did not ask for account recovery, a simple account deletion and re-creation would have been enough for me.

  8. JD
    September 5, 2018 at 8:08 pm

    If you code in any of the "c" family of languages, you have to use Visual Studio. If you use Visual Studio to make money to survive, Microsoft WILL screw you over by locking you out of the software and then making sure you can't get into your account ever again. Codes don't work, phone numbers don't work, talking to a VI pseudohuman doesn't work. They give you no way back, because they never intended to from the get-go.

    I have five years experience at learning that knowing C++ or C# means you're useless to society because Microsoft wont let you work without yanking your chain arbitrarily like a narcissistic spouse. Malignant narcissism isn't killing Microsoft faster than it is killing the productivity of those who depend on them for a living, which is a shame.

    If you only know a Microsoft programming language, you better start learning others fast, otherwise your life as a coder is going to be pure misery, Microsoft wants you broken, not successful.

  9. Robert
    June 1, 2018 at 2:20 pm

    I updated my computer in may update ,after I could not gain access to my Microsoft account telling me that my password is incorrect but I am using the same password before the update ,the other problem I can't change the password as my email account has closed and I can't get the reset code ,it was was orangemail ,ihave filled a number of reguests to another email but getting rejected ,I have rang lots of times to Microsoft and they keep hanging up they are usless ,I have all my documents and family photos on my drive and I can't get to them,catch 22, regards Robert

  10. Melanie
    May 17, 2018 at 5:20 pm

    I have reset my password and my account is still locked so I can’t get support. I don’t know what to do from here.

    • debra
      July 23, 2018 at 10:11 pm

      the codes microsoft gives you hardly ever work

    • debra
      July 23, 2018 at 10:14 pm

      I received 5 codes to unlock my account and none worked then they tell you you have received too many that day come back tomorrow do you have any idea what you would then like to tell them to do with their code????

  11. Alex John
    February 13, 2018 at 5:30 pm

    I have been trying to recover my hotmail account which was locked after 5 years of inactivity, I have been trying to recover it for over 4 years.

    Despite knowing my password and 3 of my older passwords used, the details I provided have been insufficient to Microsoft.

    - My 'recent' emails are over 5 years old and thus cannot remember them (naturally).
    - My credit card details used on the account have been replaced when I got a new card, and my bank tells me they delete the card numbers that microsoft ask for.
    - When providing details of my xbox which has the account attached to my gamertag, they tell me they're wrong, despite me having the gamertag there, looking at me.

    The advocacy team now refuse to speak to me after telling me i've failed once and treat me as a waste of time.

    The annoying thing is, I've spent lots of money on my xbox account and microsoft have blatantly refused me access to my own property in doing this and refuse to unlock the account or investigate the situation further.

    The worst customer service I have ever experienced.

  12. Baltasar
    February 5, 2018 at 5:51 am

    As a world traveller,this happens every time i try to access my email from another country.I cant have this going on every time,so please Microsoft,come up with a somution fast,or else i have to look for other options.

  13. Screw Microsoft
    February 1, 2018 at 2:07 am

    This Microsoft account lock is total bullshit. All of my personal information, my personal computer locked out and I'm given the message that I have to wait MONTHS to get back in. So pissed off at this.

  14. Lisa Bentley
    January 26, 2018 at 3:46 pm

    I am trying to access a tablet that I was doing a rent to own on in the past, however the rental store did a reset on it before offering it back to me at a lower price. Now it simply says to verify my account. When I put my info into it it takes me back to verify my account. Why can I not access this?

  15. Vera Mengucci
    January 15, 2018 at 7:38 pm

    I have for several days tried to unlock my msn email account. I follow the instructions and each time after going through all the steps, I am told there was a problem and to try again. When I try again, whether it is shortly after the attempt or the next day, I jump through all the hoops to no avail. I am unable to access my msn email and Skype.

  16. Ed
    December 14, 2017 at 11:10 pm

    I googled magicJack support, called a number that showed up, but it was a scam. They conned me into a linkup on my pc and changed the Microsoft password. Now I can't even see the password screen anymore. Help!

  17. Rachael
    December 4, 2017 at 7:45 am

    My account has been blocked due to apparent unusual access. My security info is update to date, I have requested a code via telephone probably thousands of times and filled in the online validation form twice and had nothing back not even an email saying that I haven’t got my account back. I have tried explaining this to Microsoft but they just keep sending me a link to information on how to retrieve a code or how to use the online validation form, when trying to explain that this is not the issue it is actually being sent the code or getting email back from the form the operators seem to just be going off a set script and nothing they say makes any sense, get lines such as ‘so you signed in now yes? Thank you for contacting Microsoft have a nice day’ chat ends. Due to the issues I have had to make a new email account which has been an absolute nightmare as I am in the process of applying for University and have had to change everything. Absolute joke of a system from Microsoft and I’m sure they have to be near breaching legislation by not allowing people access to their own account and information when there has been no criminal activity only a suspicious log in which I cannot even confirm if it was me or not because I can’t get that far!!

  18. Erin Howe
    November 29, 2017 at 11:02 pm

    I have been locked out for some time due to too many login attempts, and we just got an Xbox One but all the games and movies we have purchased are unavailable on the new system.

    We just left it logged in on the 360, and Ive never had to log into the account otherwise, so Ive no clue what I'm not getting right on the form.

    Can I talk to someone on the phone about this? Ive submitted the form several times and its impossible to get back into.

  19. Marc
    November 14, 2017 at 4:42 am

    Thank god for Apple. When locked out of my laptop by ms I can change password from an apple device. For the time being. If this continues I'll ditch ms for good.

  20. Gloria J Stewart
    November 11, 2017 at 9:28 pm

    I kept getting notices that, if I didn't update my aol email account, it would be blocked. Followed your stupid steps for 3 days, trying to reset on my phone. Just kept circling around and around and around. Went to the computer----Same thing. Finally got frustrated, said screw it---I just won't use AOL..
    Next day, I get a congratulations "You've reset your password". Did ask for a verification question. I chose my mother's maiden name.
    EMAIL worked for almost 2 days. NOW, IT'S BLOCKED AGAIN.
    The verification question they sent me----what was my nickname. I've only had 2 in 68 years----they don't match whatever you have.
    What is my name???--- My name no longer is my name.
    I have had the same email address for 17 years, without ever having any use for my password----so, why in the heck can't you get a human to fix your screw up????? Instead of me having to use a different email and notify all my friends and family of the change. I do not want a password but if I must, you can at least send me the last password listed. Let me know what the heck my name is now also. Thoroughly disgusted!!!!!! Gloria J. Stewart

  21. Susan
    October 26, 2017 at 12:51 am

    Microsoft locked Outlook email account( husbands) purely because he uses 3 devices for access, they deemed this unusual access. Microsoft support tell you fill in form , done dozens of times but without access to emails how can he recall subject lines etc. Given he had not updated his phone number but secondary email was ok. Global keep telling him that computers decide if he has provided enough information and they cannot over ride? Message keeps coming back 24hrs later not enough info, yet they have all but his sock size!! Desperately need access to documents saved in files within email.

  22. Jack
    October 11, 2017 at 5:08 am

  23. bryan black
    August 22, 2017 at 1:03 pm

    for nearly a week I have been locked out and every day contact MS who have me do the same thing every day and I never hear back with a password reset link. I have done the account recovery form several times. keep getting this message I don't have any of these

    "There's a temporary problem with the service. Please try again. If you continue to get this message, try again later."

    any ideas???????

  24. Lesley Shields
    August 22, 2017 at 9:58 am

    I am locked out of my outlook account. my work email was hacked at the same time. I have tried and tried to get the password reset/ account recovered. All have proved useless.

    the form to recover and pass codes given now amount to at least 20 over two days.

    tried the phone number and low and behold they tell yoo to use the online tool, it was from the online tool I got the phone number. Is it possible to SPEAK to someone ?.

  25. Bagshot
    August 2, 2017 at 7:25 pm

    Having the same problem as everyone else. The whole system is so flawed. 3 times now I've reset my tablet back to factory settings, only to find a day or two later I'm completely locked out. Can't reset password either. Says I need to go to to resolve issue but there's nothing there regarding this problem at all.

    I spoke to MS support using online chat and after 45 mins of chatting, still did not resolve the issue. I swear the guy didn't even know what he was talking about.

    Microsoft are so amateur when it comes to this and are leagues behind android and apple.

    All I can say to anyone reading this is to avoid Microsoft products. They're so poorly designed. I'M SICK OF BEING TREATED LIKE A CRIMINAL EVERY TIME I USE MY TABLET!

  26. Steve Douglas
    May 10, 2017 at 4:45 am

    Over and over again:
    "You can't sign on to your device right now. Go to '' to fix the problem, or try the last password you used on this device"
    HOW am I supposed to got to "" IF I CANNOT LOG ON TO MY COMPUTER???????????????????????????????????????????????????????????????????
    PLEASE .... GOD ... HELP ME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  27. Steve Douglas
    May 10, 2017 at 4:34 am

    This is MADNESS.
    Security is great, but for the second time now, you have LOCKED ME OUT OF MY WIN 10 computer!!
    The first time, I was able to get a code to my cell phone to reset my password.
    HOW ... in GOD's name, can you do this to people who depend on their computers and who paid good money for your software?
    "log on to your Microsoft account"
    P - L - E - A - S - E ....... WHY do you do this to your loyal users??????????????

  28. Lathrica V. Blaisdell-Phillips
    May 2, 2017 at 2:35 pm

    I am having a really difficult time unlocking and recovering both of my accounts... and I cannot remember my passwords and all of my accounts like facebook is connected with these accounts. I have tried to recover them both and I receiving an email stating that there is not enough evidence that they can be recovered and I should create a new account. I do not want to create a new account....

  29. Kitty
    April 19, 2017 at 11:59 pm

    I have contacted Microsoft technical support, to help unlock my computer, cost $ 199
    I am a pensioner 78 years made a mistake when trying to use scipe on my I Pad while away, not realising that I can't use that scipe addres, after a long try of putting different passwords in Microsoft said
    You have tried to many times we are locking you out for 24 hours ,try again.
    Now I cannot open my computer window 7
    When I want to put my password in the answer is incorrect password, to recover go to the Microsoft website
    Tried that filled out all required fields, no success. Now after the phone call, cost will be $199
    I am desperate and confused. Please help

    • Michael
      April 25, 2017 at 10:00 am

      Don't use Microsoft any longer!!!!
      Use things like Apple or Linux.

    • Christian Cawley
      April 26, 2017 at 11:27 am

      Kitty, are you certain you called Microsoft? $199 seems an awful lot of money for them to unlock your account.

  30. Fed up with MS
    April 19, 2017 at 5:51 am

    I have tried to contact Microsoft through their email, from SEVERAL email addresses, in order to get into my account and cancel my Office subscription. I've tried with several Gmail accounts, my Outlook (which I used oh, about 10X in the past year), and the very safe email account attached to my business website. They were all blocked.

    I phoned customer service and also the chat feature. They just kept saying my account was suspended. Refused to help me.

    You know what? I think MS locks people out of our accounts so we can't cancel auto renews on subscriptions. I had a similar hairy experience with Avast. They f'd up my PC big time, then aggressively tried to sell me tech services at a premium price. No attempt to explore what may be wrong. I screamed that I was filing a complaint with the FTC and guess what? my PC became normal in 5 mins.

    I honestly believe MS is using a similar dirty tactic, because there is NO WAY that "spam" has been sent from my PC from all those email addresses. I even went to an Internet cafe and tried again. And was blocked. So it's not that my IP has been flagged. They are purposely suspending accounts to keep your subscriptions going.

    I blocked them on the Paypal side, and hope that works. Bastards.

  31. david diamond
    April 3, 2017 at 4:57 pm

    I use Office 365, which includes onedrive and onenote..
    Someone messing with my account in my absence (I think) got me locked out of my account.

    On screen messages told me to login using Live. I was then taken through a long and inscrutable process which involved setting up another account as an alias. This was poorly explained but I think I managed.

    I now have two live accounts.
    The first one I made will not allow me to reset its lost password because of 'temporary problem' which is at least a month old. the second one is fine, but is not accepted by onenote, so I can't sync across machines, making the app useless.
    Every time I log on I get a pop-up telling me to log on with live to fix my account.
    i did get through to a microsoft support person via chat. I was informed that this was a known problem which would be fixed in 48 hours. That was weeks ago.

    • Christian Cawley
      April 7, 2017 at 7:44 pm

      Have you contacted Microsoft again? Did they give an explanation of the problem?

      This is clearly a ridiculous situation to be in!

  32. Joe
    March 23, 2017 at 4:35 am

    So this is weird, I have my Microsoft account on my windows 10 PC (which i use) and an admin account which i don't use. i forgot the password for the admin account and it tells me that i can reset it something. I go there and it asks for my Microsoft account. For my admin account it displays my phone number on the login so that's what i'm guessing i type in. I type it in and it doesnt recognize it. I havent been able to download anything without the password for my admin account or even access certain things and its really frustrating. PLZ HELP SOMEONE !!!

    • Christian Cawley
      March 31, 2017 at 7:47 pm

      Microsoft's forms are always overly complicated, as if they're trying to fool you.

      I'd suggest making sure you have all necessary information to hand first, then trying again, taking time to read everything they put before you. Also, try to cast your mind back to when you set up the W10 PC -- did you create an online account as admin, or is it only local. If the latter, there may be other ways to recover it.

  33. Jackson
    March 1, 2017 at 12:40 am

    Hi I'm trying to recover my lost Xbox Live account, but I've tried so many times to get the password that I cannot submit another form to try to get it back. However I recently realized that I was putting in the wrong credit card information. What can I do to get my password back?

    • Christian Cawley
      March 31, 2017 at 7:45 pm

      One option is to see if there is an alternative form specifically for Xbox Live. I know this existed previously, but whether or not it is still around (and hasn't been combined with others) is another matter entirely.

    February 28, 2017 at 6:41 pm

    A friend logged into Skype on my computer not realising that I did not have my Skype password. When I tried to log in and change my password my account was blocked. I have tried to open it several times with no success. Since I originally opened the account I have changed email, moved country and moved house twice. I am a MAC user but I need Microsoft Office and Skype. I Don't know what to do to reinstate this account, I have given credit card details ( probably different) contact names, every email I can remember, every password i can remember WHAT NOW????????

  35. Neva
    February 19, 2017 at 5:00 am

    I have done everything possible, from changing my password on account/live to chatting with Microsoft, only to get cut off, to filling out their form. I am at a loss

  36. Bobbi
    February 16, 2017 at 7:24 pm

    I'm completely locked out of my laptop computer since January 28, 2017. I tried resetting my password. Microsoft said that I would get a response within 24 hour turnaround time. I have not heard from them. Also, I have not use any of their services or products - how can I when I'm completely locked out.


  37. Sam james
    February 15, 2017 at 9:48 am

    I forgot my password or I was hacked and somebody changed it do you want me to make a new Microsoft account I've got all kinds of games with tons of money invested in it I'm just trying to find out what I actually lose like if I'm going to have to start from the beginning again I'm filling this thing with cement and buying Apple I just want to know if I should bother or not

  38. Joachim
    January 26, 2017 at 11:14 pm

    i've been locked out i need help

  39. michele stewart
    January 26, 2017 at 4:41 pm

    Seniors locked out need help resetting password and getting in.

  40. Dave
    January 21, 2017 at 7:54 pm

    I went through the entire security questions and received an approval from Microsoft saying they would send me a link that would enable me to get back into my email and reset my password but I never received the link so I am stuck still is there any way anybody can help me with that?

  41. michelle willoughby
    January 16, 2017 at 6:34 pm

    Help locked out and can't get in my account after eight years

  42. Neil hinkley
    January 15, 2017 at 5:07 pm

    I've had my account hacked. They brought some games on xmas day. I cancelled all cards linked to the account. I managed to recovery the account through a process. I then turned one 2 step verification. Somehow they have got in again. Around 10 after we recovered the account they changed the password. Then removed my email address and then changed the email address to there's. then they removed the phone number to the account. This time when they Got into my account they spent 15 quid on my PayPal. So now I've taken the cards on that account. I tried the same recovery process and no joy. I've tried this 3 times and no joy. Can you please help. I've brought so many games in this account.

  43. Lisa wan
    January 11, 2017 at 10:47 pm

    Somehow on my screen now when I start up computer it's locked to an account that doesn't even exist anymore so I can't remember password and can't recover it because it doesn't exist

  44. Amanda
    January 9, 2017 at 6:25 am

    I picked up my laptop and found I type in password incorrectly too many times plug in to a power source wait two hours restart and I would be able to access I did this and no luck so I tried signing in with Microsoft didn't work went to account reset received a code typed it in and didn't work now what do I do I have college classes starting online Wednesday

  45. Florence Sundberg
    January 8, 2017 at 2:19 am

    Jan. 7, 2016 - on my smaller travel computer I just put in my password which is absolutely correct but keep getting the message that the password is incorrect and go to an online site to change password. Obviously I cannot go to the website because I cannot access my computer - what do I do???

  46. Amanda
    January 6, 2017 at 3:57 am

    My elderly grandmother has changed the password to her Microsoft account so many times that she can't remember them. SHe is now locked out of her computer and therefore has no access to email or internet. Calling Microsoft was fruitless as they told me they can't give me a dummy password to just get into my computer. The online form to get access tells me we don't have information to regain access even though the info is all correct with what she activated the account with in the first place. This is so frustrating. ANY advice on how to get this resolved?

  47. Jeff
    January 5, 2017 at 6:32 pm

    Hi, I've read all you have posted, I've done everything that has been explained, I fully understand the 2FA, and I log very carefully every change, every detail on all my accounts. However, this past Christmas I received a wonderful laptop as a gift. I was able to set up my account, it worked for a few days, I went to shutdown the laptop, two days ago, and it said it was installing updates. I woke up, it said the same thing, I came to work, tried to access my microsoft accounts, and I was locked out of everything. Skype, Azure, Visual Studio, MSDN, Technet, get the picture? I tried to recover my password, I entered all the verification information, and my information was not recognized. It said that some or all part of it was not valid. My phone still has my MSN email active, so I can send and receive messages, but I am not allowed to access any of the services, and on top of that, my computer profile is gone. The time period for lockdown is killing me as I have several projects pending on this issue. Any suggestions? Aggravated user

  48. Grant
    January 2, 2017 at 4:34 am

    Something to try!

    I just managed to get back into my account after being blocked from my MSN account and my alternate account "for my own protection". I tried verifying multiple times through the email password reset but it would not accept my information. Reading these commends below started to really concern me. Office started to complain a well because I lost access to my skydrive. This is what's most important to me. Personally I am not concerned about the email. I figured I would however try to reset my password for skydrive expecting the same result but it went through successfully and I have gained access to my documents andMSN account!

    I may have just got lucky but i ope my luck can work for you also. Good Luck!

  49. Craig
    December 30, 2016 at 5:04 am

    Why was I even REQUIRED to switch to Microsoft? I've been fine the way it was. I did what it said and created a new password. Can't log on to ANYTHING now. And to reset, I have to go out and get a drive to plug into the USB port? Really? Don't want Microsoft. Please tell me how to restore what I had. Thanks

  50. Lynne
    December 29, 2016 at 3:51 am

    Similar story to so many other...locked out of my Skype account I've had for years and uae all the time. I didn't even know I had a Microsoft account. Endless unsuccessful attempts to recover the microsoft account all ending with "unfortunately you have not given us enough information..." For goodness sake, even my bank only asks a couple of questions to identify me, not my whole life story! So now microsoft has told me to go away and make another account. They get to keep my skype credit that i can no longer access. Skype online support couldn't help despite over an hour on chat support. And i am stuck travelling abroad relying on skype to keep in touch....this really sucks. I'll try to avoid ever using microsoft products again but sometimes you dont even know that's what you're using.

    • Gregory Fonne
      February 12, 2017 at 12:33 pm

      I have the same exact issue. This is INSANE.

  51. phan
    December 28, 2016 at 5:25 pm

    hi why does it say it looks like my account has been used? I'm trying to get in but I cant...can u explain to me please thanks

  52. Cherie
    December 19, 2016 at 2:38 am

    My computer is locked and I can't recall ever fully setting up a Microsoft account or opening dodgy emails etc. I have tried password recovery but have never used Skype etc so do not have enough identity for them to reset my password.
    How on earth do I unlock my computer ???
    Very frustrating

  53. Gary
    December 19, 2016 at 12:19 am

    I am locked out of my account. I forgot password and or mistyped it in my phone and got locked out. So "No problem." I think and I begin the process of changing my password. Send code to email check, type in code check, but wait... I for some stupid reason chose the extra secure option of two step recovery. I need an app to complete my second step of authentication. No problem. Google play store... oh I already downloaded the app a long time ago. Open. Need password to login. Dont have password... don't have app up and running to authenticate. Call Microsoft and it takes around 30 days to sync my account or some crazy thing that I can't comprehend. I will never associate my Microsoft with any significant part of my daily routine such as bussiness.

  54. tom peet
    December 10, 2016 at 3:29 pm

    Omg what a total shambles Windows 10/Microsoft have created. Yesterday I created a Microsoft account for my 3 week old computer. Went to log in today using the password I created yesterday and it says this is wrong and I am now unable to access my computer at all! Went to another computer and sent off a password recovery email to Microsoft and received an automated reply that insufficient data has been provided and they requested more information. I resent with all the information I had regarding contacts/ credit card last 4 digits etc and got the same automated response. So thankyou very much Microsoft. Through your incredibly convoluted Windows 10 nightmare you have now denied me access to my computer. What irritates me the most is that the password I entered was the password I set up, but the username that came up was my full name and not what I set the account up as. Surely you could deny me access to my Miscrosoft account but to lock me out of my computer completely is disgusting. Frankly I think you are just a pack of rotten bastards that are now making simple things extremely difficult for people through over complicating everything. You Suck!!!!

  55. Casimir Peniuta
    December 8, 2016 at 6:06 am

    I can not get into my SKYPE account. I have changed my password successfully, and told that my account has been recovered. When trying to sign into my account, I am told that my Account has been temporarily suspended. I was asked to provide a phone number, to recover my account. I sent my phone number, but it was a land line, and a message came back telling me that a text message cannot be sent to this phone number. Specifying the phone type might avoid that problem.
    Spent a lot of time running around, and no further ahead. Crap!

    The whole thing sounds like a bad joke.

  56. Andrea
    December 5, 2016 at 4:39 am

    Happened to me on nov. 30th after 10 years of usage, now i am locked out form skype, xbox, onedrive, msdn (i am a developer) "Kafka-esque nightmare of faceless bureaucracy and endless circles of inactivity" is a perfect description of my last 6 days. In addition I was able to verify my identity every time but their email says there was a violation (which baffles me).
    If they force you to connect all their service to one account at least have the decency of only locking the one with suspect activity, specially for an account with years of activity!

  57. Francesca
    December 1, 2016 at 3:35 am

    I can't access my account because you think someone else has been using it, so they've basically been allowed access to it and the person who's account it actually is which is me, can't see my bloody emails! I am abroad and this is been such a annoyance and inconvenience to everything I've tried to do, I hope you sort these stupid security questions out for the future and that know one else has to deal with this corruption like I have had to... it still isn't sorted and this has very much out me off using Microsoft products in the future period, my hotmail is connected with my Skype so it's basically fcked everything, thanks for nothing Microsoft

  58. Mike Farrier
    November 30, 2016 at 4:24 pm

    Recently, I broke my back so am totally bedbound. I use my mobile phone as a laptop, but imagine my total anguish at having forgotten my Microsoft password from when I set the account up?! I have not been able to use my old trusty WhatsApp, amongst other things, because it keeps asking for my password. I do not really want to reset my phone because it has so much of my medical records, dates etc on it. Does ANYONE know of a good possible way round this without resetting my mobile? Please don't say "choose the 'change password'" when asked, because this then wants to know your ORIGINAL (forgotten) password! Please, please help!!

  59. Danielle plowman
    November 18, 2016 at 7:00 am

    I inadvertently opened a phishing email and was asked to unlock my account. Unfortunately I created the account several years ago and can't remember most of my details! I have completed the form three times doing my best to guess at the answers and every time it has been rejected. Please help me get access to my emails and computer again!

  60. Keith Hicks
    November 17, 2016 at 12:02 am

    I have moved several times from one state to another. Each time I move, MS blocked
    my Hotmail account. On all occasions (except this last occasion) all I had to do was
    try to log on to a computer, then do so again the next day, and my account would
    be unblocked. This time around, despite even using the alternate email and code
    provided, plus calling customer support, and filling out online forms, MS has decided
    to just close my Hotmail account altogether. I can only use public computers, since
    I have no computer of my own. Now my account won't even allow me any alternate
    option to log in. Can you help?

  61. Denise Gionet
    November 16, 2016 at 11:05 pm

    Microsoft is WORST ever
    Well I can't log in to my hotmail account because they claim someone else may be trying to log in my account
    Theta determined out the issue was my sons Xbox account is linked to my email which he has had for several years but for some unknown reason now there is an issue
    The only way to log back in to my email is to verify with Microsoft
    Only way to do this is to get a code sent to a phone you used when first setting up your account
    Of course that was many years ago and like thousands of people in today's tech world I no longer have that phone!
    So now have to go through a verification process which will take 30 days!!!!
    So a computer tech company that does business worldwide can only verify who you are by a phone you listed with them years ago?????
    I have vital information in my emails that I need to access immediately- not in 30 days and all I get from support is sorry there is nothing we can do???
    As I said to them- their supposed "security" measure of verifying who you are is so antiquated, ridiculous, useless, and comical frankly!

  62. Patricia
    November 16, 2016 at 5:48 pm

    I'm a student who just updated her microsoft account and now cannot edit anything because it has been locked. I'm trying to do my dissertation here! give me a brake!

  63. Joe Veldon
    November 15, 2016 at 4:51 am

    When I was setting the account up i mis-typed my email address. I know I can use another email account for the 4 digit code. I don't remember my password and I haven't purchased another Microsoft product so the credit card last 4 and expiration date doesn't help.
    Is there a number I can call to reach Microsoft?

  64. Kasper S
    November 3, 2016 at 6:18 am

    Same here locked out, i used my own domain with my microsoft account, and switched to Gmail 5 years ago, but they still want me to provide 5 subjects of emails i send out. I answered all other questions correctly even the card number and amount of last purchase, but they will not approve me.
    I spend 4 hours on chat with their support that i on multiple times accused of begin a bot because he just repeatedly told me to use the validation form, as i replied that it is not working.
    I am ready to provide them a scan of my passport, driver license or show up in a Microsoft store, but they say the only way to gain access is though this broken form.

    I gave up on OneDrive many years ago so i have no data there, but i have about $100 in Skype, and a Office 360 subscription that i now do not have access too, and Microsoft could not care less!

  65. Celeste.D
    November 2, 2016 at 11:27 pm

    Yesterday I was suddenly locked out of two of my email accounts for no reason, I made the accounts along time ago and don't remember what information I put onto them and never updated the information so every time I try and verify the account it rejects the application. I connot get a verification code through email either because the two accounts were linked together and are both locked. I have another email that is even older that the previous two but it still works for some reason. Is there anyway I can talk to a real person to get this sorted out? My emails have very important thing saved to them that I can no longer access.

  66. J Wagner
    November 2, 2016 at 1:59 pm

    Zomg. I am locked out of my account and now the file is closed!!! This has been my email account for 16 plus years. And, we are going on vacation in a week - I cannot access our flight boarding passes or reservations! This is a complete nightmare. I filled out the questionnaire With the correct information, but they continued to reject it and have now closed the file. Is there ANY way to speak to a live person for help??

  67. Theo Conception
    October 24, 2016 at 1:57 pm


  68. Vickie
    October 3, 2016 at 11:27 pm

    My son got locked out of his laptop over the weekend. Did an upgrade and now his pin and password don't work. We have tried to reset the password but keep getting a message saying his details can't be verified. When we tried the reset password link there is an email address and phone numbers that are not ours so we are thinking his account may have been hacked. I went so far as to submit the form twice but both times got an email saying the account couldn't be verified and that the matter was closed. My son needs his laptop for school and it's very frustrating that this has happened and apparently can't be fixed. I have seen advice where you can reset the password using the installation disc but we didn't get an installation disc as Windows 10 was already loaded. Not sure where we can go from here and as I said, very frustrating that he can't use his laptop

  69. Laurie A Grimes
    October 3, 2016 at 4:19 pm

    I didnt make the account... i dont know the account.. dont usr it...i need to get my pc back

  70. frank harding
    September 28, 2016 at 7:56 pm

    My account is wrong. I have a new email account and password, but can not find out how to change both can you help me please. My email is not what the account says.

  71. adi
    September 24, 2016 at 5:06 am

    i have the windows 10 installed laptop. It was working just fine , but now i cannot seem to sign in to my micosoft account on my laptop even though i can sign in online . has my laptop been hacked or have i been blocked .

  72. DH
    September 22, 2016 at 2:00 pm

    Worst account to have in the so many registrations we already need, i would rather get a quick facebook login which i dislike. Google doesnt mess it up as much as microsoft, instead of working on the actual OS, nooo, lets make it harder for people to access an account which is more useless than useful. Sry windows, been using since Windows 3.0 and this is ridiculous.

  73. Shara
    September 21, 2016 at 10:03 am

    We own a small entertainment company. We were avoiding the free windows 10 upgrade due to unknown compatibility with some of the software we use. 2 months ago it was turned on, and as soon as we logged into the admin account, it started the very long upgrade process anyway.
    Fast forward to one month ago. My husband is also in college. They use and distribute office 365. He had to create an outlook account. As soon as he did, MS linked it, and changed the "admin" account to this Microsoft account to login to the laptop. Strange, but it caused no problems. Until last night when we were prompted to install windows updates. When it was complete, MS decided we needed to verify our outlook account. He's never sent any emails, etc. Only set it up for the office 365 he was downloading. We've never had any password issues, and can still log into the email on other devices just fine. However, MS didn't feel we were the real account owners. Not only did we get locked out of the laptop, the entire outlook login is gone.
    We have thousands of dollars of software, business information, accounting, customer information, and copyrighted work on this laptop. Or do we? Where is our stuff? Our business has come to a complete halt.

    • Cheryl
      January 8, 2017 at 1:06 am

      Did you ever get anywhere with the laptop? We're in the same boat. Completely locked out of a laptop because of having to log into a Microsoft account. :( You think they'd want their customers to be about to use their software, etc. but noooo, they hijack our laptops, phones, computers, and leave us high and dry!

  74. belia
    September 16, 2016 at 8:15 pm

    Purchased a laptop but it's got someone's account and no guest account on it! They won't tell me the password so I can get in to set it up or even use it. Help!

  75. Jan inwood
    September 11, 2016 at 11:03 pm

    I would like to get into my email account and feel I should not have to pay to change my pass word. So much frustration because everything I do is rejected. Microsoft what is going on

  76. Buhle
    September 10, 2016 at 10:40 pm

    Hi , my laptop automatically updated to windows 10 and gave me the option of creating an outlook account in order to sync stuff to my phone and so I did. 2 days later when trying to log in it said that my password was incorrect and I followed the steps given to change it. Now the problem is that when I created the account I never got the option of creating security questions. Also one of the questions are what is the last email address that I sent an email too as well as the subject of which the email address was never and I had not used it yet.

  77. Laura Ginnane
    September 8, 2016 at 11:22 am

    PLEASE PLEASE PLEASE let me into my email account I've been locked out of my email account for more than a week now. I'm in WA (Busselton and Perth) for 3 weeks so am not trying to log in at the computers that I normally use. I'm using the computers at the State Library of WA or Internet Cafes. PLEASE PLEASE PLEASE let me into my account, I need to access that account. I don't want to start a new one, I want the material that is contained in THAT one. IT IS NOT A SATISFACTORY RESPONSE TO ME TO TELL ME TO START A NEW ACCOUNT. PLEASE PLEASE PLEASE let me into my account! Laura Ginnane I'm on Facebook, you can contact me there. I don't have a telephone number of my own, including no mobile telephone. I will in the future but not right now. PLEASE LET ME INTO MY ACCOUNT.

  78. Jeff Innis
    August 31, 2016 at 7:42 pm

    PC technician. Customer brought in 2 laptops belonging to a deceased relative. Limited info, but did have the D.O.B. country, postal code and other things. What I didn't have was subjects of recent emails (how could I) or other related info. It seems there is nothing I can do about this.

  79. Suppakorn Chinvanno
    August 25, 2016 at 7:30 am

    I have been using Office 365 on one system and MS Office Home on the other system for a few months and experienced account error, which required me to reset password, almost every few weeks. Very annoying.

    Don't know why this happened.

    • Christian Cawley
      August 30, 2016 at 4:07 pm

      That suggests someone is trying to access your account. Keep making your passwords complicated!

  80. pete keberlein
    August 24, 2016 at 8:41 am

    .....and another DISSATISFIED CUSTOMER!!!!! And I havent seen any remarks from Microjunk as to how to fix or solve this problem......and I too have the same problem with NOT being able to get into my outlook account after having to change the password......says all is good, then a "bite the pillow cuz I'm comming in dry!!" At least have the common courtesy to use some spit!!!

  81. Bryan Bulmer
    August 18, 2016 at 10:38 pm

    Listen.. I just reset password, IT SAID SUCCESS ( It accepted MY PHONE NUMBER AND I TYPED IN CODE ), I then ATTEMPT TO RE LOGIN for it only to tell me MY ACCOUNT IS SUSPENDED, but H O W IS T H I S T H E C A S E IF it JUST T O L D ME PASSWORD CHANGE S U C C E S S F U L ?!

    • Christian Cawley
      August 30, 2016 at 4:08 pm

      Thanks for sharing, Pete. The lack of support from MS for this whole scenario is baffling.

      • Al
        August 31, 2016 at 3:04 pm

        Not baffling at all. Microsoft doesn't care! Like any huge company, once they have your money they move on.

    • CLG
      September 27, 2016 at 11:27 pm

      This is exactly what happened to us. We successfully reset the password, but when trying to log on, they required us to enter some random letters and numbers. It doesn't say if those random letters are case-sensitive. No matter, whatever was entered was rejected. So we reset the password again and same problem. Now the account is suspended. And they don't say for how long.

  82. Sarah Robbins
    August 16, 2016 at 10:34 am

    i was locked out of my email while on holiday in Phuket, 2 weeks ago. I know my password IS correct Ii have had this account for over 10 years with no problems but now..., Microsoft wont accept my answers to questions I set, wont accept my responses to their questionaire to who I am, even though I have given them more than enough information. I AM NOT HAPPY JAN

    • anon
      August 25, 2016 at 12:06 am

      try their outlook support on twitter

  83. Nick
    August 15, 2016 at 9:25 pm

    Last time I use Microsoft for anything. Terrible, life-changing, demon company who believe they own everything and everyone and are accountable for nothing.

  84. ovsa
    August 11, 2016 at 1:39 am

    i think it is absurd that MS can cajole u into setting up a MS account and then proceed to lock you if you haven t met all the requirements.

    Last i checked this was my PC with my information on it, so where the f@$#. does MS get off telling me a cannot log in and therefore shut me out of my system

    i have been locked out for over a week and after countless phone calls and emails MS support gave up and told me to re-install W10 and loose my files. Thanks you guys, class act.

    I made the mistake of setting up a MS account unwillingly. shortly after that i noticed MS merging all my mails , photos, files into other accounts.
    so i decided i was going to get rid of this MS account (* hotmail) and set up a gmail account.

    Well little did i know that MS will still accept gmail as an account name.
    Shortly after that i did a "restore to an earlier time" because i was having problems and lo and behold the old account name showed up prompting me for a password.
    Because i had gotten rid of that account it would not accept the password.
    To make a long story short i ended up with "this account cannot be found"
    and when i tried to re-create this account i get " This account is already in use"

    Apparently there is nothing i can do because i cannot even get past the sign in page to change anything.

    MS sucks and its the last product i buy from them

  85. DME
    August 8, 2016 at 4:12 pm

    i AM LOCKED OUT OF MY Microsoft account due to I think trying to gain acess too many times with the wrong password. now everytime I try to update the password it still says I am locked out. now I cannot use my laptop because its password protected with my MICROSOFT PASSWORD!!

  86. vic san
    August 5, 2016 at 8:19 pm

    i did a "reset to an earlier time" and now my log in page is asking for a password for an account that is not linked my ms account.

    i have been going in circles with this.

    Agent says i have to change to my other account, but i am locked out of my screen so i cant to anything.

    he then suggested i take it to the ms store , about 50 miles away to see if they can do anyhting

    unfreakin believable. I never even asked for this log in account.

    last pc i buy

    July 23, 2016 at 10:43 pm

    Had my laptop and phone stolen in barcelona.




  88. lee
    July 14, 2016 at 6:03 am

    me too they are ruining thousands of phonens and laptops microsoft should have to pay for evey one giving no solution to fix this problem hate them with a passion give me my phone back bastards.

  89. mike brown
    July 8, 2016 at 11:01 pm

    I rue the day I opened a Microsoft Account. Gmail all the way from here.

  90. Anonymous
    July 1, 2016 at 12:27 am

    Looks like I've joined a fast growing membership of unsuspecting and increasingly disillusioned Microsoft Windows 10 computer users. I, like the people commenting before me have found myself locked out of my own computer because I was gullible enough to create a Microsoft Account in order to download an app required to communicate with a Fitbit fitness monitor. I have been locked out of my computer for more than a week having spent many hours entering the requested email and subject lines several times over to no avail, only to get the response "THEY" can't verify my ownership of the account. Three days ago I spent 2-3 hours on the phone with a Microsoft person in a far away land trying to resolve this matter again to no avail. Until finding this website I thought I might be the only one with this problem. It seems the problem is widespread and very big in terms of numbers of people affected. The surprise to me is that the person I spent 2-3 hours with on the phone gave no indication that she understood the actual problem, or the effects on their users
    If Microsoft feel any resonsibility towards the users of their products they should come up with a solution.
    Are Microsoft aware of this site and the comments expressed herein ???
    What gives Microsoft the right to put a password on my computer and prevent me accessing my personal files, or using my computer for anything ??

      July 24, 2016 at 4:10 pm

      File a claim in small claims court. EVERYBODY SHOULD SUE THEM. It does not cost much, usually about $20. Ask for thousands in damages. Send press releases to the media about Microsoft unfairly making themselves rich by using artificial intelligence to hide their tortious, negligent, reckless conduct.

  91. Holly
    June 27, 2016 at 12:39 pm

    I have been locked out because i was supposedly hacked or my account .ight be used my someone else. everything was fine as far as i could tell and was using it on my phone till a week ago. my homepage and email have been locked and after many tries the microsoft automated system has decided i was unable to prove my identity. I habe rung the customer support 1800 line, spoke to an onlune chat help service and to no avail. Lost years worth of emails including so much important and irreplacable info. I can no longer access the secondary email address attached to the accout and after filing out the verification form 4 time as told too but their customer support offiers, I habe a blocked account. there are no contact phone numbers or emails where a real person on their end can become involved. how can there not be some official way to dispute the decision of their computers????? the corporate office number of 425 882 8080 doesnt connect unless u have a direct person to contact. Just the shittest service ever.
    Finally getting a job escalated but Im not sure that will help either. If I was told one more time, "let us manage your expectation" I was going to scream. Putrid service!!!

    • Holly
      June 27, 2016 at 12:52 pm

      Can anyone help explain how u can get this fixed. I need the info/emails back

    • Heather
      July 13, 2016 at 2:16 am

      I am in the SAME position!!!!!!

  92. lynn
    June 27, 2016 at 11:35 am

    locked out because i was supposedly hacked. everything was fine as far as i could tell. my homepage and email have been locked and after many tries the microsoft automated system has decided i was unable to prove my identity. there are no contact phone numbers or emails where a real person on their end can become involved. how can there not be some official way to dispute the decision of their computers????? the corporate office number is 425 882-8080. might try that if i can make it thru the automated phone system.

  93. londiwe
    June 27, 2016 at 11:11 am

    i hate microsoft . i will literally buy a new phone. i tried resetting password for months to no avail. they are asking impossoble questions. in my case i have never accessed the account or sent anything to it cause i used it to download apps on my phone .hence i cant download any what is the point,hate this . i wont have answers to previous passwords i have few months with the phone and this is frustrating . this was the worse buy never again

  94. Guo
    June 21, 2016 at 5:33 am

    I have the same problem as you. I used this email for literally all my schoolwork, social media, and so many more other accounts. Microsoft seriously screwed me big time. And, how in the bloody hell would I remember my old passwords, all my old passwords are old passwords for a reason, I FORGOT THEM; HENCE, THE BLOODY NEW PASSWORD that I am currently using right now. Seriously, Microsoft you ARE DOING MORE HARM than helping us.

  95. Batene
    June 20, 2016 at 3:23 pm

    My Microsoft account was hacked and Tried all methods above to no avail. I also doesn't lose the files on my computer. After spending about one week, I found a way to get into my computer by booting from PCUnlocker Live CD. When resetting the password, this program also switched my Microsoft account to local one, so I can use my computer now.

  96. Carissa
    June 12, 2016 at 3:58 am

    This is such bullcrap. I had the CORRECT password and they locked me out of my old microsoft account because "something is strange" ??? What?? Because I changed internet service providers?

    I am so furious. This account was my only way to access old social media profiles of mine with things that I needed. Again, I signed in with the correct password so why the hell so they think it's okay to just lock me out and force me to answer a strict questionaire.

    I haven't used this email in years so there are NO recent emails, and jesus christ I don't know what I used for my other info. I was always taught to obscure that info for security reasons.

    I hate microsoft.

  97. jon
    June 7, 2016 at 10:09 am

    My son set up an account on the pc to play fifa. As I hadn't set up any accounts on the pc this 1 became the user. Problem is he used an email that didn't exist. So then the comp got locked out. Made the email address but it instantly got locked out incorrect password to many times. There is no data on the email account to send them and now my pc is sat collecting dust

  98. David
    May 31, 2016 at 7:36 pm

    MS popup asked me to add an email to help integrated Windows 10. Decided to do so. Gave first and last name. Tried several email names and put in phone landline before got an email name never asked for a password and confirmation...I got distracted with some CNet reviews during this. My computer did an unexpected restart...And suddenly my Dell screen went to the Win 10 screen, which normally showed my first name and the empty password box that I never use...but now showed my first and last name, plus the new approved Outlook email account, and the empty PW box...when I hit ENTER to proceed, I was blocked. It kept asking for my PW....Only I never put a password on that account before the restart....It keeps telling me to go to: Which I have done repeatedly. They have twice given me 4 numbers to access. But I just get into the site to be asked for more info: other possible phone numbers [none], various PWs used on the account [none ever], recent subjects in emails sent [none, since never used]. I have not had access to my computer for 12 days now. Caught in a Catch-22. May have to buy a new PC and lose all data. Have always used MS windows, internet explorer and word; but if this is not resolved, I will never use them again. How does a stupid email account take over a computer? Disgusted in Heartland

  99. Amelia Foster
    May 26, 2016 at 12:12 pm

    I've being trying to figure it for my mum and every time I try it wants all this informationotice that never existed such as xbox account, prepaid card, recipients, folders, etc. When she hasn't even used the account, and now she can't update the apps on her phone now for over a year, now I'm worried about the security of her phone and since I'm going to Uni, she can't use Skype either because that needs updating

  100. hey there
    May 18, 2016 at 9:44 pm

    i have reset my password three times and it always says i have the wrong one. i have important emails being sent to it but i never checked it on a regular basis and now i can't get into it.

  101. murray
    May 6, 2016 at 11:47 pm

    Cannot use the password reset form because it requires information which never existed, i.e xbox prepaid card number (never had one), microsoft email subjects (never used), credit card associated with account (N/A), and so on. Totally broken and useless system which has now relegated my smartphone to a text and calls only POS which I could have bought for $10 at a convenience store.
    Absolute failure.

  102. Lachlan
    May 6, 2016 at 7:38 am

    I've been going round in circles for nearly 2 weeks now attempting to recover an old account that I'd created over 4 years ago, and was only meant to be temporary. For whatever reason however I linked an Xbox/Windows Live account to it (for gaming, of course), which I'm trying to access in order to purge it. However I can't access pretty much anything because of the account's age and importance, so I no longer have use of the address in order to reset a password, let alone the phone number I'd linked.

    Needless to say I'm effectively locked out of my account, and every "account recovery form" I've submitted just comes back as being rejected. Not my fault I can't provide enough information to validate my identity - the account was barely even used! Like how am I supposed to remember the "Subject Lines" of five emails I'd sent on an account that probably never had the "Send" button touched! Gah! Totally useless.

  103. Me Here
    April 29, 2016 at 2:16 pm

    I went to use my MS account and it reported (three times) that I had entered the wrong password. So I went through the process of changing my password, including receiving a code via an external email address. I tried to set the password to the one I had entered, and it said that I can't reuse any of my last ten passwords. I had never changed my password, which means MS lied about my password being worng, and was asking me for a new one even though I had entered the old one correctly.

    I entered a new password anyway, which was accepted. The problem is that now the account is locked. They insist that I give them a mobile device number to unlock it, but I don't own a mobile device.

    I suspect that even if I gave them a mobile device number, the account would remain locked, or would mysteriously lock again at intervals. The entire "account locked" problem seems to be a way to harvest mobile device numbers and passwords.

    Now all I have to do is figure out how to block their spam without being able to access my account.

  104. Iain Watts
    March 28, 2016 at 7:04 pm

    As above..... microsoft in their omnipotent wisdom have decided to lock me out of my account for attempting to login with another device "How dare I"!!!! this would be frustrating enough if I had committed an error, but alas, the password was perfect! the problem however will now not go away, and I am condemned eternally to circumnavigate the endless retarded ring of automated question and answer loops in an attempt to keep the personnel working at microsoft amused with my attempts. I can forgive them their stupidity in not having the cerebral capacity to differentiate between cognitive recognition and robots, lets face it, who hasn't been fooled by a robot pretending to be human now??? What I cannot, no, will not forgive is the dry-cracking of personnel who by one means or another are supporting Mr Gates and the ilk...... so, no more Mr Gates, take this as a farewell!!! I will avoid every microsoft product possible, and yes, it is possible........ All it would have taken was one human on the end of a phone, but oh no, that would cost too much!!!! ha! remind me again how much you're worth?

    • Gezza
      May 19, 2016 at 7:20 pm

      Well written Iain - I couldn't agree more - and I am a I.T. Technician who has to deal with this frustrating system time and again. For my sins I do support for many individuals, a lot of whom are elderly and one of the most common issues I have, is their recall of passwords; or even the recognition that they created one in the first place. So, "Forgotten My Password" is often clicked.
      This very morning however, a lady couldn't access her MS account because she had forgoten the password; tried to recover and although we had a mobile, we didn't have access to the email address she used when setting up her MS account initially; she had asked the company to close it down a few years ago. So for the next stage of recovery MS ask for the last 5 email recipients; then the last 5 email subjects.
      1. it is far too long and we can't access that address
      2. Very Important here....How would they know if the information was correct anyway? OR... are they snooping on everyone's emails? The email address used was NOT a MS one! Can anyone answer that?

      So we are locked out; we really need a human being to actually TALK to; to verify the owner and help unlock the account. But we will simply have to setup a NEW MS account and lose all access to previously bought Microsoft Office downloads.

      Give me APPLE everytime; at least the verification system is usuable and if you are really stuck, guess what? - you SPEAK to someone at APPLE ! How cute is that?
      Someone asked me not too long ago what was the biggest issue I constantly faced in this job: my answer was one word: MICROSOFT.

  105. Mittens
    March 24, 2016 at 2:54 am

    I had this live account strictly for my xbox. Then the wonderful dev's from magical Microsoft thought constant account verification would be just swell for us less tech savvy costumers, because we clearly lack the mental capacity to report when our accounts may have been compromised. I shouldn't have been surprised, though, when finally I was unable to sign in with my correct account information during a routine verification probe. It was requested that I go online to my rusty cobwebbed xbox specific windows live account (I'm not a fan btw, if not obvious) to confirm that I am indeed still the person sitting in front of the xbox console. I am told upon login that my location is unusual and I need to verify my ownership of this account (more verification). This would seem reasonable if I had moved at all in the last decade, but I have not (slams face on desk). So now I am in a wonderful loop of not being able to receive a verification code because MS thinks I am in a different location and am unable to acquire this code, or access this account at all. There is a bright side though, as I have dealt with several experiences in which Microsoft has proven their idiocy (with well intention, but utter stupidity) I have grown tired of their breaking of unbroken things, and am enjoying my Playstation and Linux just wonderfully now.

  106. MSM
    March 23, 2016 at 11:09 pm

    This is a mess. I moved. I changed my login email w/ Microsoft to my gmail email before I moved because I knew I wouldn't have access to the old comcast one. I also wouldn't have phone. (I didn't have a mobile # at time, so home phone was all I had).

    So I have my login email, and I know my password, but can't login because I don't have my old phone number and I don't have access to my old email (a comcast email address). I guess they see that I'm loggin in from a different state, so therefore I must be suspicious, and therefore account is locked.

    All I'm trying to do is buy a copy of Windows 10, but when I try to checkout it won't let me buy, because I can't log in. I can't even unlock the gmail email address that is now somehow forever tied to a microsoft account that I can no longer use. So I can't use my current main email address with microsoft. They suggest I create a new account with my junk email address.

    Why would I want to use my junk email address account to utilize an account that I need to actually monitor? Silly. At least let me get my gmail login email address back if you've frozen the account.

  107. LongTimeGeek
    March 17, 2016 at 11:07 pm

    Way too difficult. The "human" recognition code is the first big bogus barrier - it's way too difficult to discern between caps and lower case. Audio doesn't work either - way too confusing.

    I'm done with OneDrive - Microsoft has gone overboard.

  108. Anmar chalabi
    March 16, 2016 at 4:54 pm

    I put wrong password so many times and then I reset it 3 times and still blocked , what should I do ?

  109. roxanne
    March 15, 2016 at 2:31 pm

    So annoying. I have used same work computer for ages. Come in this am, and hotmail says it doesnt recognize the computer I am using. Wants to text me a code, not an option as I dont have texting at work. Wants to email me a code, to my other account(which I cannot sign into either!)
    So, I use my work email to get a code. Great, got it. But now I have to change my password?
    I have had this issue when traveling. Problem is, I dont have a work email while on the road, so I have no alternate email to get a code sent to. Not sending it to the hotel! Why does MSN care if I am using a different computer? Isnt that kind of the point of having you can access it no matter where you are? Have had hotmail for 20 years....guess its time for a change.

  110. Cindy
    March 13, 2016 at 11:39 am

    Please help me I can't access my account at all I have filled in 2 security forms both being denied ! I have my xbox linked as just a bout everything is . So I can't access anything and I need to get into my emails and also use my xbox Skype Netflix just everything !,, ahhhhhh what do I do ? I'm not a computer wizz I'm a novice . I also have not breeches or fraud ed any thing on my account ! I'm desperate .

  111. Disappointed
    February 25, 2016 at 3:02 am

    I just created my account a few weeks ago! I never used it for anything except link it to my skype account! Now they're telling me i violated ms terms and conditions. How can my account be compromised? Right now they're asking me for my number. How can i trust ms now?

  112. Sean
    February 22, 2016 at 9:28 pm

    i did a system reset on my xbox and when i was trying to sogn back into my acount on th xbox for some reason i had to verify my email address again and so my microsoft acount was sent the verification code, not my gmail account and so now i cant access my microsoft account to get the verification code.

  113. brenda
    February 7, 2016 at 6:22 am

    I had a Microsoft account, using my email with my phone number as verification. I use my email and I get a message that that email is already being used...yes I is mine. please help

  114. HetalGutka
    February 1, 2016 at 6:56 pm

    Hello there,

    My problem is that during my honeymoon I had created an onedrive account to upload my photos and video (~4.5 GB data). During my honey my hand phone crashed and I forgot my password.

    Since it was just 4-5days old account I have little information for validation form to recover password.
    Plus I did not even get chance to fill verification mobile number for SMS password. Hence I am struggling now.

    Will you have any solution then please help.
    Thanks in advance.

  115. maja
    January 23, 2016 at 1:03 pm

    I have one problem that I put my number when I started and phone always asked me do you want to do backup, I did it oft, but I never tried from my laptop acces. Now my phone is down and I want to sign in backup and they told me that my user name doesnt exist. I can not do nothing, This Microsoft page for the help is totaly shit you are all the time with them in circle.

  116. Steve
    January 16, 2016 at 9:55 pm

    Lot more bull shit...... just comes back the to same page..... No one in microsoft to talk to!!! all a god dmn mystery with playing DICK TRACY wanna be companies.

  117. Keith
    January 16, 2016 at 8:52 am

    I'm deployed military so my phone was shut off before I left. I cannot skype with my family due to being locked out. Whenever I attempt to recover my Skype account I get redirected to Microsoft recovery which has been a futile endeavor for about 4 months now. Microsoft doesn't seem to care though.

  118. Abdulaziz
    January 12, 2016 at 2:38 pm

    on my windows 10 computer, I made a microsoft account and when I made my password, I forgot to check the spelling of my password and now it's locked when I sign out, I can't use my computer anymore and it's was only new 1 month ago

  119. Kim
    January 11, 2016 at 12:40 am

    I spent 30 minutes trying to recover my account. I have a different phone number now than I did then, but that doesn't matter because the box won't even allow me to type a number in. I did the email and reset my password instead, but it took me back to the same page. I talked to a man at microsoft for 40 minutes just so he could finally get to the point that I was and be completely stumped, just as I was. He told me I'd be getting an email in 24 hours to reset my account and then gave me additional steps and apologized for not being able to help me. Well I did get the email, but guess what? Back to the original page of my account being locked! I am beyond frustrated with microsoft. This is the second issue i've had with them in the past year. I had accidentally deleted my old live account because I didn't use it, I totally forgot it was related to my microsoft 365. I couldn't update my word, etc on my computer because my login would no longer work. Microsoft could not help me because I didn't have that email and they couldn't verify my information, even though I had the product key in my hand that I had previously purchased. I had to go to best buy where I bought it and complain to a manager who took pity on me and gave me a free office 365 so that I could install it on my computer. How sad is it that a completely different company was so frustrated by my experience with microsoft's customer service that they just gave me free software??

  120. Mike
    January 2, 2016 at 2:36 pm

    I need help e machine win7 I reset it they don't let me set up Norton security when I do they say it's the wrong password Wh won't they let me back into Microsoft account

  121. Bob
    December 31, 2015 at 7:34 pm

    My problem mirrors Ken's. I have no phone capable of receiving a code so it would seem I'll never recover the account. I've tried all other avenues, and as Ken indicated, I'm always taken back to the original page stating the account is temporarily suspended and to enter a phone number. I guess Microsoft assumes everyone has a "smart" phone.

    I have to add this. What difference does it make it people enter comments at the end of this article. It solves nothing and, frankly, doesn't make me feel better or like I've actually accomplished anything. All I can figure it does is help this website gain some kind of data about people who have passed this way, for its own purposes.

    But, I've already typed this much....


    • Christian Cawley
      January 5, 2016 at 2:02 pm

      Actually, Bob, it helps me to highlight the problem to Microsoft and say "hey, what are you doing about this?"

      So in a small way, you have accomplished something.

      (MUO doesn't need your comments for any nefarious purposes.)

  122. Deven Brown
    December 25, 2015 at 5:26 am

    I lost my old Phone number then my account was blocked and it is forcing me to use the number

  123. Ken
    December 21, 2015 at 8:15 pm

    My account is "temporarily suspended". It requests a phone number to send a text message to, but I don't have a phone with texting capability. Every other way of contacting (including calling) them directs me back to a page that requires me to login first, which I can't do. I can't even create a new account to ask the question from because it requires a text message first also.

  124. April San Miguel
    December 17, 2015 at 4:59 pm

    I can't get into my locked account & I can't seem to get ahold of anyone at Microsoft but yet they keep billing me for my Office 365. I've spent so much time on this and I'm about to scream!!!!!!!! I don't know where else to turn to get this resolved :( so I'm just gripping at this point. I'm sure you all can understand my pain.

  125. Andra
    November 29, 2015 at 12:34 pm

    I cannot access my outlook account, soon after I migrated to Windows 10. I haven't done anything out of the ordinary to have my account blocked. I changed my password multiple times and when I try to use it and unblock my account, I get, passport invalid. I even ran several anti viruses and I removed a viruls linked to windows hosts and 33 malwares. I still can't unblock my account. There is no way I can chat with any human at Microsoft, it's a catch 22 when I am asked to log in to my account first? Please help, Andra,

  126. gerald
    November 25, 2015 at 8:19 pm

    my story is heartbreaking... i cant imagine i lost all my contacts only because of an account by the name that is a headache in recovering a lost password... i bought my lumia phone and created an account in order to acces apps in my phone... the alternative email i used back then has been deactivated by yahoo because i no longer use it.... recently my nokia lumia phone had a problem and it was reset to factory settings... i tried to log in to my account but i had forgoten my password... they send me a password to the alternative email which has been deactivated... so i wont get the password... the security questions i was asked dont add up to me since i never used my @live account to send emails.. alll am asking is... why should i go and buy another microsoft phone if the nightmares of a lost password can lead to you being fired by your boss because you cant communicate to clients simply because your contacts are stack somewhere in an account you cant access...... please create even an online support call centre where you can get further details of your victims... kudos

  127. adiel
    November 22, 2015 at 8:57 pm

    My account was locked and i have tried resetting it and using the link that outlook gives to unlock etc but nothing seems to work. Is there any information on how to speak to outlook customer service, or is there such a thing? and now that I've had this unfortunate situation, i am concerned that it will happen again, are there other mail service providers that have better service? i am ready to change accounts and not deal with this again.

    I'd really appreciate your advise! thank you!

  128. bob Geldof
    November 18, 2015 at 10:30 pm

    Why do I have to provide my name, age, phone etc to a foreign company to use a product that I paid good money for? No respect for privacy is what really turns me off these guys.

  129. Anonymous
    October 18, 2015 at 5:17 am

    My comments are the same as those of James Hanson below. I try to avoid using microsoft products. But I needed to access Overdrive to get ebooks from my local library. There's the snag. I use ms products as little as possible. When I tried to log in, they said my password was wrong. So I go through the reset process. Then they reject my attempt at a new password as they say it is the same as my old password. If so, why didn't this password let me in without all this frustration.
    I too have tried to complete account recovery because of forgotten password several times now; and I am getting nowhere.

    James Hanson
    28 August, 2015
    I have completed the account recovery several times and successfully reset my password each time then IMMEDIATELY I am unable to login, it just keeps saying “password incorrect” no matter what I do or no matter how many times I successfully reset my password and recover my account.

    This crap is worse than Google. It should be illegal to provide a service or product and not provide support and I mean REAL support. A live person to TALK to and get things fixed.

  130. Anonymous
    September 22, 2015 at 5:37 pm

    Thank you for your article.
    I come from Uganda.
    Unfortunately I have been a victi of hacking and I have failed to use Outlook Account recovery because my country code (+256 Uganda ) is not yet listed under the countries I can send to microsoft SMS recovery codes.
    Am wondering when microsoft will fix this.
    This complaint was earlier raised by a Ugandan in 2012; and upto Microsoft has not fixed this issue.

  131. Anonymous
    September 19, 2015 at 12:32 pm

    I just bought a new laptop and loaded some software on it then rebooted it and after it installed some updates it locked me out. I tried microsoft and they never responded back to me. On the second day I got intouch with Tashiba support and had to take it back to factory settings. This is windows 10 and I know this was an issue with windows 8 but seems it has never been fixed. Was no reason to lock me out and as far as a password, I only set up the password for my email on this PC. None of the recovery options worked for me except to take the pc back to factory settings. Thats ok now since I did not have anything on it except for downloading some software. However it was annoying as can be to have a NEW laptop and can't use it because of some stupid crap that Microsoft has installed for security. I can add my own security, I don't need theirs.

  132. Anonymous
    August 28, 2015 at 7:46 pm

    Go to order Office365.

    Get informed can only buy if I have Windows Live account.

    Sign up for Windows Live account.

    Informed my email already assigned to one (must be long forgotten).

    Can't remember password.

    Request password reset.

    Change password.

    Get told it looks like 'someone is using my account' and that I must change my password.

    Reset and change password again.

    Get told my account is 'temporarily suspended due to recent suspicious activity' but it's ok as I can unblock by them sending a code to my phone.

    Web form to enter phone number is bugged (nothing in drop down for country code, tried several browsers).

    Can only contact customer support by signing into account...
    Can only ask question in support forums by signing into account...

    • Mihir Patkar
      August 30, 2015 at 6:03 am

      +100 for this comment.

  133. Anonymous
    August 28, 2015 at 2:50 pm

    I have completed the account recovery several times and successfully reset my password each time then IMMEDIATELY I am unable to login, it just keeps saying "password incorrect" no matter what I do or no matter how many times I successfully reset my password and recover my account.

    This crap is worse than Google. It should be illegal to provide a service or product and not provide support and I mean REAL support. A live person to TALK to and get things fixed.

    • Michelle
      November 24, 2015 at 4:06 pm

      Any solution to this yet? I just started having the exact problem. I've searched and can't locate a solution.

  134. Anonymous
    August 26, 2015 at 1:28 am

    how after all these years you still make crap that breaks, locks or just makes users hate you?!?!?!?!?!? Bouhght brand new computer locked out of it by Microsoft "security" LOL I NEVER WANTED YOU SHIAT TO BEGIN WITH!

  135. Anonymous
    July 30, 2015 at 11:03 pm

    Anyone know what we're supposed to say on the form where it asks for country/region? Do we put where we are now, or where we were when we set up the account?

  136. Anonymous
    July 2, 2015 at 9:36 pm

    Oh god please help me.

    a) on my lenovo tablet, I had my personal login to sign into my admin profile. I did not use a MS Outlook account at all.

    b) A few days ago, I wanted to DL The Economist app. It made me sign in to Microsoft. I signed into my account and DL the app.

    c) At this point, microsoft's account removed my personal lenovo sign-in, and replaced it with the microsoft sign in

    d) Now, when I try to log in to my tablet, it says "You can't sign into your PC right now. Go to to fix the problem, or try the last password you used on this PC. (no previous passwords work).

    e) I go to, and it redirects to

    f) When I try to sign in with my account, it says "You've tried to sign in too many times with an incorrect email address or password."

    g) At this point, a captcha comes up, and no matter how many times I solve it correctly, it won't let me sign in.

    h) When I try any form of account recovery, and attempt to have an email or password sent to my secondary recovery email, those emails never arrive in my inbox.

    i) when I attempt to have a code sent to my phone, I never receive the code.

    j) I called a support number for outlook in india that tried to charge me $80 to "fix the problem". I assume this is a scam. They told me they saw activity from Phillipines and Russia. I still think this is a scam, because the account lock out was probably just me forgetting my password and trying to log in too many times.

    K) the microsoft support number has a phone tree that leads me to a place that tells me to go online to get support.

    L) When I try to contact customer support, it leads me back to the login in page. THIS CURRENT ACCOUNT is one I created to get support. you cannot get support without logging in, you cannot login without support. Ugh.

    I have no idea what to do.... but my lenovo yoga 3 laptop tablet hybrid is bricked, and I can't use it. How do I access my tablet?

    How do I access my outlook account when none of the recovery options are working, when I am not receiving any recovery correspondences, or when I try to get support I am looped back into the login screen?

    Please help me.

  137. Anonymous
    June 23, 2015 at 12:43 pm

    I would like to express my frustration regarding my Hotmail account. I have had this account for many many years and never have I had this problem. 2 weeks ago I received an email from WhatsApp once I opened it I was blocked out of my account. I looked on my phone and noticed that someone had sent this message to all my contacts. According to Microsoft someone thinks that someone else is using my account and in order to verify my account is asking me to fill out a questionnaire.
    As inconvenient as this was I obviously saw no other option to fill it in, but to find the questions nearly impossible to fill in. Some of the questions such as "email subject titles" which was difficult to know whether I should use the messages sent from my account that were not sent by me or the last few I sent. Also asking me for my credit card details, which is strange as I don't think I have ever given credit card details to my Hotmail account. And if I have it would not be recent ones therefore it is unclear which account details they are asking for. Also asking me for an Xbox card account number which is also strange as I have never owned an Xbox. Since I set this account up some 15 years ago I have moved since then so again it is unclear which post code they are requesting is also very strange.
    I have provided this form with my full name, date of birth, country and region I am from and 2 emails I believe I have used in recent months. My main problem is I have receipts with bank details on, plus documents, files and numerous contact details that I cannot access. I have exhausted all attempts at supplying security info data (some 20 separate forms) as the account is 15 plus years old. They tell me that I am very close to passing however the last message states I have to open a new account, which is just not an option. No one can suggest another option nor have I been given a secondary email option with which to receive a code. They have an old number listed as the only means to receive a code. I did not even remotely recognise this.
    Ultimately all I want and need is to access my email account I have had for a very long time without this hassle.
    It would be greatly appreciative if you could help me with this matter as I feel this is extremely unfair and immensely frustrating over something relatively simple as a log in.

    • cheryl
      December 4, 2015 at 9:07 pm

      I was wondering if you ever got any help on this as I am in the same boat as you now. I have spent endless hours the last few days and no help whatsoever.

  138. Anonymous
    June 10, 2015 at 12:26 am

    My msn mail has been blocked.

    I have reset my password. And put in support request SRX1292289179ID.

    All I get are automated responses.

    What else can I do?

  139. Anonymous
    June 8, 2015 at 8:08 pm

    Ahhh I am so frustrated!

    Supposedly someone tried to hack my account according to my email from microsoft, however due to a recent move overseas i no longer have my mobile to recieve a code and to my dismay my back up email I provided had a typo in it!! I have filled out the form three times and being rejected each time.

    I need my microsoft account for a number of things and this has being such a painful process so far.

    Please add me to the list of cases to contact microsoft about

  140. mina ali
    April 5, 2015 at 7:40 pm

    Having problem in log in.when i log in it display That Microsoft account doesn't exist. Enter a different email address or get a new account.
    but when i creat same acount it display is already a Microsoft account. Please try a different email address.
    please give me solution

  141. Judi Damon
    March 3, 2015 at 6:23 am

    I've been locked out of my account and am having trouble getting back into it. They ask me for an alternative email address to send a code to but I still haven't received it. Yet, when I filled out their form to validate myself they sent back a reply to this email address.

    I use this account for business purposes and it's imperative that I get back into it. Could you please help me with this.

    • Christian Cawley
      March 3, 2015 at 2:42 pm

      Sorry to hear about your trouble, Judi. Unfortunately I don't believe I can help you personally, but I'm compiling cases to contact Microsoft about, if only to find out what they plan to do about this going forward.

      • Anonymous
        June 25, 2015 at 7:47 pm

        You can compile all the cases you want. Outlook doesn't even have f*cking customer service.

  142. Russ
    February 24, 2015 at 2:06 am

    if it's that old Paul, just forget about it. nothing there worth protecting.

  143. Paul Werner
    February 23, 2015 at 9:33 pm

    Microsoft account isn't an issue for me but trying to find out how to get into an old AoL account to fully close it out is my issue. I saw a while back that it wouldn't let me log in just to fully close out the old account I wasn't using but unless I could answer the old security questions I set up over 10 years ago the employees at their help line wouldn't close it out (even though it wasn't used in many years)

    • Christian Cawley
      February 24, 2015 at 3:27 pm

      I think Russ is right, unless you have a very real need to view the account, it's best just to put it behind you.

  144. nolifestudent
    February 23, 2015 at 9:26 pm

    I have a recovery code on my account.