Hotmail Account Blocked? Here Is How to Fix It

Christian Cawley 17-08-2012

Over the last few years, Microsoft has expanded the Hotmail/Windows Live services to include a dazzling array of browser-based services.


Beyond email and instant messaging, the software giant now provides free, browser-based versions of Office, a cloud service called SkyDrive, a calendar and address book service, and Live Mesh, a system for syncing files between mobile and desktop devices.

With so many features offered for free you might think that this is a pretty good deal – and it is. But what happens to your emails and data when your account is blocked? How might this happen, and is there a way of overcoming it?

How Your Account Might Become Blocked

There are many ways in which a Windows Live/Hotmail account might become blocked. However, with one exception these are all due to end user misuse, which typically only occurs by ignoring or misreading the terms of use issued by Microsoft when you sign up for an account or start using a new service.

hotmail account blocked

As causes for blocked Hotmail accounts go, there are three common reasons. The first is attempting to play pirated Xbox 360 games on your console. While you might retain any previously acquired DLC, access to the Gamertag and Gamerscore will be blocked, and eventually deleted. Not a great way to end months or years of hardcore gaming!


The second is the storing of material that breaks the terms of use for SkyDrive. Adult photos, for example, are not allowed, while family photos of breast feeding might also be the cause of a blocked account. In addition data that is deemed to be pirated will also lead to a blocked account. As Microsoft employs a scanning system to check for inappropriate usage of SkyDrive, there is little chance that you will get away with misuse for long.

Finally, your account may become blocked if it has been hijacked by scammers. This can happen from time to time, resulting in spam emails being sent from your account.

Wider Impact of a Blocked Account

If your Hotmail or Windows Live account is blocked, the implications of this could be wider than you think. Rather than simply preventing you from accessing your messages (perhaps you might think it is easier to setup a replacement account), a blocked account will also thwart your attempts to use other services that are related to Windows Live.

blocked hotmail account


Some of these include:

  • SkyDrive
  • Windows Live Messenger
  • The Windows Phone Marketplace
  • Xbox Live (including achievements and unlocked content)
  • Microsoft Office Web Apps

Other services such as TechNet and MSDN that have been linked to your Hotmail or Windows Live account would also be blocked.

Furthermore, the new Windows 8 operating system requires a Microsoft account in order for the owner to use some of the cloud features. A blocked Hotmail account – interchangeable with a Windows Live, Xbox Live, and any other Microsoft account – would prevent you from getting the most of the new Windows OS.

Fixing a Blocked Account

Is there a way back from a blocked Hotmail/Windows Live account?


Fortunately, yes there is. It involves jumping through a few hoops and answering your original security question correctly, but once you have successfully done this then Microsoft will restore access to your account and you can carry on using it – legally, and within their terms, of course!

The first thing to do is attempt to restore access to your account by signing in. Here you will find that you have to provide information that can be used to verify your identity. This should be straightforward – your alternative email address might be used, for instance, or you might have to provide the answer to a security question.

If neither of these options is possible (for instance you might have forgotten the question or no longer have access to the old address) then you will need to provide alternative information, such as your credit card number if you use Xbox Live.

Hopefully you should get a favourable resolution, but if you have misused your account, don’t be surprised to find that your data is lost forever…


Restoring a Hijacked Account

hotmail account blocked

If your account has been hijacked, it is far easier to get things back on track. Start by attempting to log in to your account. At this stage, a blocked account will be diverted to a new page, headed Your account has been blocked, which basically explains why the account has been blocked and what you will need to do to restore access. Alternatively, if you’ve noticed odd behaviour or can’t sign in because you have suspicions about your account, click the Can’t access your account? option on the login screen and follow the appropriate options. This process begins by Microsoft sending a verification code to your mobile phone or alternative email address.

Once the code is received, enter it in the appropriate space – you will then be asked to reset your password, specifying the old password as you do so.


While email accounts can be hijacked without your knowledge, it is important to take steps to avoid this from happening. Indicating on the Hotmail password reset page that you wish to reset your password every 72 days is a good start, as is providing the name of your Windows PC and your mobile and alternative email address.

As far as blocked Hotmail accounts are concerned, meanwhile, only responsible use of your Windows Live account can prevent it from being disabled. Microsoft’s policy of restoring accounts that have been blocked seems to depend on the provision of accurate data so that the operatives can make a decision about your account. Information can be misinterpreted and security questions and answers can be forgotten, so it is best to avoid any problems here by using your account responsibly.

One last thing – note that if you receive an email informing you that your account has been blocked, you should disregard this as it is more than likely part of a phishing attempt. A link in the email will be provided for you to enter your personal details which can then be used by a criminal to borrow money or buy goods in your name. Should you receive such an email, don’t click any links, delete the message, and then open a new browser window and try to login to Hotmail to check the account status.

Image Credit: Hotmail via Cloudbound, SkyDrive via Cloudbound, Gamer via Shutterstock

Related topics: Email Tips, Hotmail, Microsoft, Windows Live.

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  1. kamini lakhan.
    April 1, 2019 at 9:19 pm

    Chrome could not open i lost my games friends and every thing i was familar with

  2. Pip
    August 6, 2018 at 8:25 am

    This disgraceful practice and lack of accountability by Microsoft continues ....

    And it is all our fault, isn't it, Christian Cawley?

    Microsoft provide no clear phone line or e mail beyond a robotic drone. They clearly do not want to help. Why?

    Hotmail has no money in it for them, the ''big philanthropist'' Bill Gates needs some more of our money! That's why!

  3. Pip
    August 6, 2018 at 8:18 am

    Christian Cawley,
    Are you actually residing in the realms of reality on Planet Earth? Or, do you just get a kick out of regurgitating Microsoft's party line?
    Undoubtedly, some people's accounts have been deactivated due to malpractice, but, as you can see from the numerous comments below, most people are innocent victims whom are rendered powerless to do anything about it. People's lives are being severely disrupted and ruined on a business and personal level. Do you comprehend that?

    If Microsoft were actually proactive in helping people then they would provide contact telephone numbers that they actually answered and e mail addresses, wouldn't they? Instead they provide a robotic drone that leaves the real person in to an incommunicado cul de sac. They do not answer their telephones, one waits in line for hours then the line/cooonection magically goes dead.

    Microsoft are an absolute disgrace and provide an awful e mail service!

    • DA
      August 6, 2018 at 9:48 am

      Fully agree with Pip. Since last Friday my professional life has been turned to hell....all due to the idiotic Microsoft two step verification......your headline is completely deceiving since it does not offer any 'how to fix it' advice, it just regurgitates Microsoft's that does not work.

      • cw mcall
        February 12, 2019 at 11:14 am

        Spot on.They are a shower.I reported spammers in now suspended hotmail account with its non-working spam filter.Disgusted with them.

  4. Marvin
    January 11, 2018 at 2:20 am

    Article is Not true. Microsoft blocks me every time I change location (which I do a lot for work). The only solution is to switch to gmail. I agree - it sucks

  5. Gary
    November 20, 2017 at 9:21 am

    Hotmail sucks... Microsoft have just wiped their hands of support by not having real people to assist account recovery, totally suckful!

  6. Tanecis
    October 25, 2017 at 9:49 pm

    I need a phone number to call to get help getting back into

  7. Charles Bain
    October 19, 2017 at 11:49 pm

    Very seldom I send any message by email. I normally use this account to receive mails. S few cell phone technicians handle my phone in the past few days and might have hijack my phone.

  8. linda lauzon
    April 3, 2017 at 12:04 pm

    my e-mail is blocked.....they can't send phone text because I don' t have cell phone...I phoned 1-855-891-8541 for support but line is always busy and they don't return my call I made new e-mail address so they could send message there but that mail address doesn't seem to work either....I am so frustrated....I hardly every use my e-mail and yet it got blocked how the hell do I get it unblocked

  9. allen
    February 22, 2017 at 12:18 pm

    I couldn't remember my password for skype and found that I was locked out from my email adress as a result.
    They sent me a security code to enter but when I entered it, all I get is buffering..
    Any ideas?

  10. Remy
    February 6, 2017 at 12:36 pm

    6 Feb 2017 Getting blocked out of your account is too easy. Infrequent use, using MS email while overseas from a different IP address, entering password in caps by accident...any of these could trigger being shut out from your email. Since the discovery of the big Yahoo hack, it has only got worse.
    Attempts to regain access are handled by robots and it is very time-consuming to fill out all the check pages (sometimes 5), at the end of which you are sometimes thrown out because of 'time limit'. So then you have to start all over again.
    The chances of you NEVER gaining access to your account again, and any other MS Hotmail account!, even after jumping through all the data mining questions (the robot even asked me details of my Skype account!), now seem to be quite good. A BIG problem to most people caught in that situation.
    If you haven't ever used MS Email like Hotmail - DON'T!
    If you already did and are lucky enough not to be blocked, put some time aside to screen-capture all your MS email contact addresses onto a document or forward 1 mail from each contact to a new email like the encrypted free 'Tutamail' or 'Unseen' mail as soon as possible.

  11. Adam
    January 19, 2017 at 11:21 pm

    I'm receiving all sorts of unwanted emails, blocked most of them now my email has stopped it wont let me block or register as spam,
    how can I stop or control these unwanted emails
    its really giving me the willies.
    do I have to delete my account or is there a fix
    please help
    regards Adam

  12. Peter
    December 29, 2016 at 12:20 am

    I am using my email address but being blocked just because I am accessing my account overseas. I get the code and put it in and it still won't let me access my account.

    • jean pierre
      October 20, 2018 at 8:31 pm

      same thing here absolutely ridiculous ..!! people at Microsoft must think that people do not travel for their work ..Pitiful state of mind ..

  13. Jayne Robinson
    December 19, 2016 at 1:11 pm

    i marked the asterisks

  14. j robinson
    December 19, 2016 at 1:10 pm

    I have been sent a code to reset my password, but then its asking to specify old password.
    How can I do this if the reason I am going through this security check, is because I FORGOT MY OLD password???

  15. Malathi N.
    November 25, 2016 at 4:43 pm

    I was able to change password, but when I try to sign in, I get the same message again: Your acccount is blocked. To unblock, follow the instructions. The problem is it asks for cell no. and I don't have cell or any other device for that matter. And the support is no help either. They keep giving the same boilerplate responses.
    On top of it, I am having the same kind of problems in windows login too, since the same system controls both.

  16. Allan Wellwood
    November 21, 2016 at 2:34 am

    Here I am writing to no-one! I've looked over the 117 (so far) complaints by users like me who write on this site to complain about Microsoft's process and policy of blocking Hotmail accounts. The thing is - I doubt very much if Microsoft even reads the material on this site or they would realize that their process is (mostly) unjustified and selfish. The purity they wish to impose on Hotmail as a communication tool is ludicrous for a company to try to impose on individuals.

    My suggestion to Microsoft: First, give people a warning that at a specified policy has been breached in regard to their account. Then let the person refute the accusation before proceeding to block the account.

    But: Will this ever be read by a person at Microsoft? Will they really concede that they are being arrogant and abruptly abusive to real people who up until a couple of years ago actually trusted them?

  17. Dr H
    November 10, 2016 at 10:03 pm

    This is a total crock of shit. My email account has been blocked -- for no specified reason -- for three years. Every attempt to get the account unblocked by the MS robots has failed. I gave them an alternate email address to send their superfluous "security code" to, and when I went to log in to that address, THAT account had also been blocked. I gave them half a dozen phone numbers, but I keep getting a message that they "can't send text to that number". Well OF COURSE they can't -- they're phones, not fax machines. I don't have a cell phone, never have had one, don't want one. But I do have access to a variety of REAL PHONES -- how about they call one of then and VOICE MAIL me a code?

    But there doesn't seem to be any way to make this request, nor any way to reach a human being to get the account unblocked.

    I repeat -- total crock of shit.

  18. Peter Buckley
    November 7, 2016 at 12:53 pm

    This is a waste of time - absolutely no help at all.
    I received a spam email and deleted it.
    I thought I would change my Hotmail password.
    Instead of a password re-set screen a message appeared to state that a code would be sent to my secondary address. I stated that I could no longer use the secondary email address (I was made redundant from that organisation) and completed an update form that said my secondary address would not be updated for a month.
    My password then stopped working and I was redirected to another page I went through page after page of questions and was still locked out because Microsoft stated that it looked as though people were trying to access my account. Yes, it was me!

    I went through the whole routine many times and always received an email that stated that I was blocked out and would I like to open a new account.

    No, I would not like to open a new account I would like to use my original account to which suppliers agencies etc., etc will be trying to contact me.

    If you are unable to help people you should not post unhelpful material!

    • Christian Cawley
      November 8, 2016 at 9:32 am

      Peter, this article is 4 years old, and at the time of writing offered accurate information.

    • Karen
      November 10, 2016 at 11:55 am

      Hi Peter, I am having the exact same problem. Have you somehow worked out how to get in to your email again? I have important emails I need access to.

  19. Stephanie
    November 3, 2016 at 5:13 am

    Hello there.
    I'm super upset with this whole story. My account has be blocked now because I have tried to many times to recover it. I've had problem accessing my account for months now. Even in the verification prosees I have put in all my folders I have and still they say not enough info to verify the account is mine. I have now been told I have to open a new account because my old one can no longer be accessed. Any suggestions or help please?

    • joey
      November 3, 2016 at 4:24 pm

      same here, only problem is my steam and origin are also connected to that account and i can't change the emails on there since i need a verification code that gets send to the blocked account...

      Microsoft's customer service is utter shit, i really feel like i am talking to a robot cause they don't understand shit and send me to links i already have visited but doesn't help anything...

    • Elaine
      November 5, 2016 at 6:47 am

      Stephanie, I've had the exact problem for a week now. I provided accurate answers to their recovery questions and yet have still been denied access. I believe my account was hijacked--as I certainly didn't violate the terms. I've been with Hotmail for years! This is very inconvenient and frustrating. Can anyone tell us if there a dedicated Microsoft number we can call to discuss our account?!

      • Karen
        November 10, 2016 at 11:56 am

        Hi Elaine,

        I am having the exact same problem. Have you been able to fix it?

    October 14, 2016 at 3:54 am

    Asks questions I need to log into account to answer recent people emailed and subject.

    • Tutti
      December 6, 2016 at 8:24 pm

      That's me! I don't usually send emails from my hotmail account. Answer all their questions except those and boo! Same no reply: not enough info. I've had this account for 21 years.

  21. james Evans
    October 1, 2016 at 1:23 pm whatever have really stiched me up!s ....blocked me from my email account because I tried to use it on holiday in I can't get through all the hoops that they put in the way, I also tried to contact them on the phone and have asked for £39.99 for the fix of my email account???? a rip off!!

      October 14, 2016 at 3:56 am

      Sounds like Microsoft is trying to get richer.

  22. Danielle
    September 19, 2016 at 9:11 am

    This has happened to me over the weekend for some bizarre unknown and unclarified reason. I am at my wits end trying to resolve this as I have filled in the questionnaire 3 times and have been denied access every time despite providing as much information as possible for them - its not good enough. I have tried to speak on live chat but I am never being connected to a person ever. I have called the technician number that advertises help for 19.99 but demands 49.99 on the telephone and payment to be made right away after the issue is resolved. I cannot afford this and the man who wasn't even English rudely hung up on me and afterwards didn't answer the telephone. This is an absolutely shocking and disgusting service I am extremely upset and distressed as I have important e-mails as make purchases online, appy for jobs etc this has actually cost me a job opoortunity and I can't speak to any real person who works for this joke of a brand!!

    • jakob
      September 20, 2016 at 10:18 pm

      I live exactly the same experience right now, trying to recover my old email but after 3 times they still refuse to give it back to me, no matter how much I try to give information. The best one is when you filled your infos one last time to be told "You've reached the limit for account recovery requests". This company got a sense of humor alright.
      There is one lesson to learn from this: NEVER trust Microsoft on anything. It has always been deception and it's certainly not improving. They have no rights to lock my account in the first place. Their excuse is that someone at the other end of the world might try to use it is still not a valid excuse as I still have the same ISP so they know too well it's me, like it's the case with most locked account. They just want to receive more and more information to sell it out. It's just sad that so much people are still naive enough to use their "service". A service is something that actually works. I'm just out of words to describe how lame this company truly is.

    • William
      September 22, 2016 at 6:07 am

      Completely agree with Jakob. They can tell through IP addresses who the real owner of the account is compared to who's trying to hack it. I've also accessed my account using the same IP address for over a decade, but the MS techie I spoke to in chat (who was politely unhelpful) ignored that and still insisted my account had to stay blocked for my "protection".

      Microsoft itself is what you need to be protected from. The best email protection one can have is to just not use Hotmail/Outlook or any other email "services" connected to MS.

  23. Manhal
    August 20, 2016 at 9:55 am

    Agree totally with Anon, this is exactly what has happened to me no reason for blocking my account, and I can't get it back, I am loosing money because I have vouchers I bought and I received through email and this is really bad that Microsoft is treating people that way.

  24. Anon
    August 19, 2016 at 9:51 pm

    This article was written with some hubris: "...with one exception these are all due to end user misuse."
    No, I did not misuse my email account and I resent the author saying that. I had that account for about 5 years. I used it for personal emails with my contacts. It worked great. I did not change how I was using it. Suddenly, Microsoft required me to reset my password every time I wanted to login because "we've detected unusual activity in your account." There was no unusual activity. I was arbitrarily harassed by Microsoft. The problem advanced to where I needed a code from an sms from Microsoft to access my account. Microsoft never sent the code. The place to request them to try again with sending the code wouldn't work and then it disappeared altogether. That left me with no way to access my email. What good is an email account if it is that unreliable??!!! Others have told me of similar experiences with Microsoft email. I repeat this for emphasis: It was not caused by end user misuse.

  25. Kai
    August 4, 2016 at 8:16 am

    I used my account for social media and I didn't use it to email people. I lack the authority to unlock so I can't log into my social media accounts.

  26. eli
    August 3, 2016 at 6:59 pm

    i have been blocked and whenever i try to do add my other email adress they say i have run out of time and try again .which i have done over and over again but it still won't allow me to access my account.what can i do?

  27. Douglas Lord
    July 9, 2016 at 2:13 pm

    I have been using hotmail for years and suddenly the stupid idiots blocked my account to "protect me" They have screwed me. I answer all the security questions. They offer to send me a code to an old cell phone number that I have not had for years. Then I find a place where they will help me if I pay them 29.00 British pounds. I hate them for this. They are a dumb as a bag of hammers.

    • jackie
      October 3, 2016 at 7:04 pm

      I have the same problem. I have had my account for over 20 years! I found a company that states for $99.99 USD that they can fix my account. They want a check first and then they will fix my account so I can use it. Sounds fishy to me. They are as dumb as a bag of hammers. I need that account back. I do not have that old cell phone anymore!

  28. ocelot
    June 27, 2016 at 7:12 pm

    If your account is blocked and you restore it, does it also restore all your emails in your inbox or are they all deleted?

  29. Rob F
    June 19, 2016 at 6:36 pm

    Allowed MS tech remote access to my PC for over 1 hour to no avail. He gave me a number to call for accounts/billing . Was on the phone with him for an additional hour. Outcome "Sorry there is nothing we can do... So basically an email account I have had for over 15 years and the only way old friends, family and colleagues can contact me I can no longer access. Their excuse is "For security reasons". Well what good is it to keep people out that do not have access to your account if the user no longer is allowed to access it either? Microsoft has no clue what they are doing any more.

  30. Doemnic
    June 15, 2016 at 5:06 am

    I have been travelling abroad and tried to access my email and Hotmail blocked me. I have answered all the security questions but still have no access what can I possibly do?????

    • Rob F
      June 19, 2016 at 6:54 pm

      Nothing you can do. I had same issue for am email account I have owned and used for over 15 years. After allowing one of their techs remote access to my PC and on the phone for over an hour with accounts/billing they said "Sorry we cannot help you". I did the same thing filled out their verification form several times and cannot get it at all.

  31. Ronny
    June 10, 2016 at 12:16 pm

    I have exactly the same problem since the day before yesterday. "Somebody using your account etc"; Everything tried: changing password, filling in questions (if somebody is using your account, how can filling in recent subjects of mails be of any use in verifying your identity, since that "somebody" was using your account?) It seems to me that for one reason or another, willing or unwilling the whole hotmail (read Microsoft) thing is useless under such circumstances and since there is nobody to turn to, you are the victim (and it is your own fault, etc) Only one solution: leave hotmail, outlook and the whole Microsoft crap en try gmail or yahoo or whatever. Too bad for the ten or more years of mails and contacts and the enormous amount of lost time. Thank you Microsoft...

  32. chuck
    June 6, 2016 at 11:32 pm


    Microsoft wants your cell phone number to unblock your account. No Security questions, no alternate email, cell phone only. This is in step with the others: Gmail, Yahoo, etc. Somehow a phone number proves my identiy and stops SPAM.

    Disguised data mining is more despicable than SPAMMERS.

  33. Annie
    June 1, 2016 at 6:12 am

    My hotmail account has been blocked and I think it is because I am in a new location. I travelled abroad. I jumped through the hoops and answered the questions with all the latest relevant information that I could remember - submitted it and an automated system came back and said that, it couldn't recognise the information I had given. How can that be when it was all recent, all correct and all up to date. Thing is, I'm travelling and all my travel info is in my hotmail folders etc. I appreciate security and the fact that Microsoft look after accounts, but if you can't get back in with correct/relevant information, what else can I do?

    • Monse
      June 17, 2016 at 1:57 pm

      I have exactly the same issue, did u find a way to resolve it?

  34. Abanuur Maki
    April 21, 2016 at 2:48 pm

    My Hotmail account didn’t have any issues in the past 10 years. This morning when I tried to check my email, i can not open my email. Pls can some help me.

  35. Fahmid Swaikat
    March 17, 2016 at 3:43 pm

    My Hotmail account didn't have any issues in the past 10 years. This morning when I tried to check my email, I had a message showed up saying, "Looks like someone else is using your account". So I went ahead with the verification process but unfortunately it didn't have my updated phone number so I couldn't verify it through text messages, but reading other users experience of the text message verification process I highly doubt they would even let me access my account through that way. Because they are running a SCAM. You know why?? Because when I submitted the verification form, it turned out to be a denial since they couldn't verify my information. I mean, seriously? I was the same information I had since the time I opened the account i.e name, DOB and some recent activity information. So, I lodged another verification form and called the hotline up and got informed that due to security reasons, they blocked my account since it was accessed from Russia, China blah blah blah. Therefore, they will have to run the verification process even further and there is a CHARGE involved to set up further security means which is $129.99 or something like that for a year and I have no choice if you want to go with that or not!!!! I said, I have been using this same account for over ten years now and what might go so wrong that I will have my account had to be locked out and I am forced to purchase additional security for a free account. The call center guy replied that I can go to the local fraud department or so to claim the account, bu the security purchase is a MUST.

    Let me tell you one thing HOTMAIL, if you keep on scamming people like this, you wont be surviving. I know it is gonna be hard on me, but if they don't let me access my account without forcing me to pay for the so called security, I will keep myself from using Hotmail in all means.

  36. Johanna
    March 7, 2016 at 7:27 pm

    So what should I do when I have answered every single security question and its still blocked and can´t access my hotmail account because I logged into my school computer?

  37. julian
    March 2, 2016 at 6:20 pm

    This is an abuse of this company. We should fill a lawsuit against microsoft. And this guy is a snitch: "Use your account properly", "do not misuse it", "Obey microsoft". Idiot., Well, I say: disobey microsoft, we have the right to our privacy. Why should our computer on OS be linked to an account ? To be monitored ? To buy things ?

  38. Susan
    February 16, 2016 at 1:28 pm

    I've been blocked out of my account now since middle of January and can't get back in can anyone help me please as I need to retrieve my old emails.

  39. Ageoff
    December 22, 2015 at 3:13 pm

    The listed MS services are not valuable enough to warrant giving MS the information. I can assure you that if you try and delete an account after supplying your phone or alternate email address, you will called/spammed ad infinitum!

  40. mike
    December 21, 2015 at 5:30 pm

    I understand getting locked out - what I object to is giving Microsoft even more personal data to get me back in. I don't trust them since they lifted my contacts and primary email from live-mail and I have been spammed ever since, and they're using lock-out as a perfect excuse to get users cell numbers, extra emails account details etc

  41. moozie
    December 3, 2015 at 8:03 pm

    Seems like Hotmail and Microsoft are in on this SCAM !N

    • Susan
      February 16, 2016 at 1:10 pm

      That's how I feel.

  42. Tom
    December 1, 2015 at 1:25 am

    I'm getting this exact problem, but the recovery system just makes me change my password but then i still can't log in and it gives me the "it looks like someone else might be using your account" message again, sending me in a continuous loop. Any ideas? Driving me mad as i'm worried i got hacked and i can't use my Xbox Live account either so my Xbox One is useless at the moment.

  43. adiel
    November 20, 2015 at 5:09 pm


    My account has been blocked but when it sends me to the page to put in my cell number so that a code can be sent, it does not allow me to insert any numbers. i have tried using several devices and it does not let me, help. what do i do? i cannot find a customer service link where i can get help for this

    • Mary
      November 24, 2015 at 8:07 pm

      I have the same problem, my number keys work and I cannot insert my phone number. :/

  44. Janette
    November 12, 2015 at 7:19 am

    Angela Newton,,, I have the same problem today.. email is locked up.. I just purchased a new computer and was setting up the Apps and utilizing my HOTMAIL "OUTLOOK" ACCOUNT with the same passwords and find that my password was not accepted.. I pushed the magic button to change the password and got a special number via email.. except the email is locked up and I don't receive the code required to change the password.. I have other computers and I stay away from HOTMAIL for this very reason.. I still miss my emails from clients that utilize my Hotmail account.. I'm in the process of identifying them and having them use another email address and getting away from the WINDOWS, OUTLOOK, LIVE "MESS"........

  45. Angela Newton
    November 11, 2015 at 3:06 pm

    I'm so frustrated. I give my phone number and receive the code. It then tells me to put in a new password as soon as I do this it flicks straight to the log in page. It hasn't taken my new password and won't accept the old one. It's so important I pick up my emails. I don't know what to do.

    • chuck
      June 6, 2016 at 11:36 pm

      what to do? get a new email provider, Yahoo, Gmail, etc.

  46. Anonymous
    October 4, 2015 at 5:15 am

    I have the same problem, every time I sign in, I'm getting this message: It looks like someone else might be using your account.

    I put all information that I remember from my account, but Hotmail is rejecting me, I need help, is there anything I can do?

  47. Anonymous
    October 2, 2015 at 5:33 pm

    Hi I have the same problem, I'm trying to sign in to my account and I'm getting this message:
    It looks like someone else might be using your account.
    I filled out the form with all possible info that I know, but Hotmail is rejecting me, can anyone tell me what to do?


  48. Anonymous
    August 28, 2015 at 10:31 am

    Hello please can someone help me to unblock my partners hotmail account?
    upon loggin in we get a screen saying it looks like someone else might be using your account. when we click next it wants to send a code to a landline number we no longer have. then we submit a form which comes back saying information provided is wrong. please help

  49. Monique Mendy
    May 26, 2015 at 7:13 pm

    Hello please can anyone help me to unblock my hotmail account ? i try to log on to my account and i was told that my account is temporarily blocked, So please how can i unblock my account, and i have tried everything as they said that i should use a phone number but yet it is still blocked. i need helps please.

  50. Ioulios
    May 5, 2015 at 4:13 pm

    i login inside of my account and it says (It looks like someone else might be using your account)
    what i can do about this it rly piss me off i try to do many things but i cant find a way ..... if someone can help me please reply to me

  51. NAdy Attia Fathy
    April 26, 2015 at 1:25 pm

    Dear Sir
    When I traveled from Egypt to China as postdoctoral fellowship I found that my hotmail account ( is blocked and given a message said that it looks like someone else might be using your account’. i followed the verification steps in which I recorded the last 4 numbers in mobiles and also my alternative email to receive a verified code and no verified code is sent. Also I filled the questionaire and got a reply that i cannot verify my account since the details i filled are incorrect. i filled all the right details. i need my emails back as soon as, where my all friends inbox.
    Best Regards,

  52. j smith
    April 16, 2015 at 3:04 am

    This is something they do to get extra information out of you to put on their database- ie: they want to cross reference your email accounts etc- ask you to provide a phone number/ other email account- it's all a scam by Microsoft who are working in collaboration with the government to acquire information on everyone. My hotmail account didn't have one problem in ten years!!!- since it got changed to outlook there's been nothing but problems and Microsoft wanting details every couple of months etc- wake up everyone it's all part of the espionage they are doing on the public!.

  53. Lilla
    March 31, 2015 at 3:38 pm

    Help! Microsoft has blocked a hotmail account when we logged on from India at internet cafes. We had no cell phone and completed their verification forms several times but they won't unblock the account! How can we get it done, even after receiving the email telling us we have to set up a new account? We don't WANT a new account and are now home. When we try to log on from our own home computer will they recognize us? Can we call someone?

  54. Tamara
    February 22, 2015 at 8:52 am

    Having the same issue. I don't have an operational phone (have an Android 2.3, but no cell service--WiFi only), and I've been trying to get my daughter's account unblocked for MONTHS. Total Catch-22: We try to log in. For "security," they want us to change the password. We do so; they then want to "verify" the account, and without a phone to have them text a code to, we give them my email (the parent email on her account; somewhere in the last Web feature shakeup they managed to knock two of my three kids off our Family Safety [since that's what they're calling it now] account, but my email is obviously still in there as the alternate, because that shows up as correct when I enter it). They email me a link to...change the password. We do so. (We're running out of stuff we can remember here--remember, they don't let you reuse passwords.) It ALMOST lets us in, but before it lets us in to the inbox...yep, you guessed it, they ask us to VERIFY THE ACCOUNT. For security. ;) ;) I TRY to go through the rigamarole again, but it tells me we've hit our "limit for account recovery requests" and will have to wait 24 hours before trying again.

    I don't know what else to do. My daughter is without email, and she needs it for all her school logins (and all the family stuff Microsoft owns that we have all synced up). We're at the mercy of a corporation that can't keep 75% of their support links functioning and doesn't actually solve any problems with those that do ostensibly "function."

    I'm sick of having to relogin forty times in four hours of work because I'm navigating across their various subdomains with the same account, or just because their servers got bored watching me be productive. I'm sick of not being able to check my email on my phone, tablet, or laptop except in my own home because they want to block access from every coffee shop, church, and McDonald's where I stop to work or eat (yeesh, I spend more time out and about than at home, anyway), and there's nothing they'll let me do about it. I'm sick of bugs and glitches being the rule rather than the exception. I'm sick of losing more and more control over my family's settings. The Microsoft account has become ever-more ubiquitous yet ever-LESS functional in our house of five. Their tools sound so capable and great--until we actually try to USE them. Maybe it is time to dump Windows, Office, Hotmail (/Live/Outlook--yes, I've still got my Hotmail from nigh a decade-and-a-half ago), OneDrive, Xbox, and Exchange, in our home and wherever else I hold any influence. There are alternatives out there. I'd rather not, but then, I'd rather be able to USE their products.

    What good is securing your pens and Post-It notes in a safe, locked with the best security money can buy--fingerprint and retina scans, even--if the system breaks down in some unforeseen fashion and you can't get it to open? Maybe it's time to just go out and buy some new pens and Post-It notes and let everyone in the store aisle know why before they buy the same safe. The new pens and Post-Its may clash with my other office supplies some, but that'll work out in a while. I really don't want to have to do that, but Microsoft is just tying my hands. (We're all still waiting glumly for that Microsoft-logo sun to show up in our Minecraft games, too.) <:'(

    • Christian Cawley
      February 24, 2015 at 12:19 pm

      This sounds utterly frustrating, Tamara, thanks for sharing your experience.

  55. Christian Cawley
    February 8, 2015 at 8:56 am

    There are enough useful complaints here for us to put them together/refer to in a single article, something that the folk at Microsoft will see and hopefully address. Keep an eye out for this.

  56. jason
    February 6, 2015 at 4:34 pm

    i have sent the recovery email several times went through a long process to find all the correct info they wont let me back in . i have 10 years of business contacts and photos business art logos and tons of thing i need in there. im not sure what to do

  57. Christian Cawley
    February 2, 2015 at 9:13 am

    Does anyone else have any reports of the Microsoft auto-recovery system failing? Can you recall what the password retrieval failed on?

    • Raja
      February 2, 2015 at 5:04 pm

      Hi Chrisitian,

      Just a few days ago my account got temp blocked. Info I filled failed in auto-recovery system twice. Then I got mail in another id asking for account specific details which I replied correctly. I have passed the test manually and they are ready for sending reset link in email. But... they were not sending. Upon insistence, they have replied since I have turned on two step verification, they can't do much. They are neither confirming closing of account nor opening.

      Just ten days back, I have turned on 2 factor auten, due to security challenges reported by MS team. To my horror, those IPs belongs to Microsoft (USA) only. Which I have immediately reported and got CERT report also. Within 4/5 days, got email from cert at microsoft dot come that my report is reviewed and actioned. Boom immediately my account is blocked.

      It seems I have hit a wall. Tweets to @outlook isn't helping much. What chances are there in my case?

  58. Glenn
    February 2, 2015 at 7:26 am

    I recently got my saying "sign in blocked" i do need my account back having same problem as rest. i have filled out the information to recover account lots. everytime they say cannot recover within 5 min from i posting recover account/password. has anyone figured out a way to get the sign in blocked fixed i would like my account back if possible.

  59. Nafikile Pomboma
    February 1, 2015 at 3:33 pm

    i face the problem which i got trouble with it, previous moment ago! you need to update the security, i have added it! whay not open my email as i have done what you need i to do?

  60. Neil McDougall
    January 30, 2015 at 8:56 pm

    I need to talk to a human being to prove I am me! Microsoft autoresponse form has failed me 5 times now. I need to access my email. Does anyone have an email or phone number at microsoft to contact?

  61. Billy
    January 26, 2015 at 3:18 pm

    I can still access by outlook account, and the emails continue to bank up, but I cant view them....they just don't open. Also, the blue "ribbon" along the top which previously had options such as "view", "delete","trash can","send" etc is missing. The blue bar is completely blank. Can anyone tell me if this account is blocked deliberately by Microsoft or has actually been hacked from someone outside? Theres no point in going through the retrieval stages until I know which one it is.

    • Christian Cawley
      February 2, 2015 at 8:33 am

      Could it be an issue with your browser? have you attempted to access your account through a mobile or desktop email client?

  62. greenpark
    January 14, 2015 at 6:03 am

    Let's all file a petition under cyberlaw as its under the legal order that Microsoft will have to act .
    Claims to protect our ids so hotmail was adopted as official id .Loss of official information, records or hacking and diverting or misleading clients ought to be looked into as a serious grievance of hotmail ids .
    Changing hotmail to id is their working and surely not to siphon off details of hotmail ids .Is it for security that ids are being blocked ,locked. If yes, then law ought to penalise microsoft ,hotmail,outlook .If not then too as Microsoft is responsible for not restoring accounts which are hacked, plagiarised nor taken any legal action .The Customer support. Seems to be a robot. Authorities ought to look into the grievances listed above .

  63. Rizwan
    January 7, 2015 at 12:44 pm

    Please can someone help me with my problem. I made my Microsoft account when I was little and paranoid of my details some how being hacked - so I used incorrect information for the registration...

    Then I recently went abroad where the IP was different to the one that I usually use.. it triggered security response where it said somebody else may be using my account other then me... it wanted me to then fill in some questions in order to validate that it was me.. but I obviously couldn't remember the right the stuff because its been such a long time...

    It has all my e-mails going back years... its connected to my facebook and twitter.. (which I both have access to).

    I tried to talk to their support team many a time but there useless as they just send me to further escalation teams and their response is always you have to answer the questions correctly...

    Could someone help me please? ? ?

  64. arby's
    December 15, 2014 at 7:30 pm

    It wants me to verify it using a code sent to my phone. Problem its an old cell number. It is a recurring event. Even when I've given them the new number they still refer to my old cell when blocked. I understand I have moved alot lately the location is different. But who cares what if I traveled for business. Will I be blocked everytime I arrive somewhere new. I dont even care if my emails being hacked anymore. I just want on my account.

  65. siddalingaiah
    February 13, 2013 at 8:22 am

    reopen my account

  66. Henry
    January 22, 2013 at 12:12 am

    What happened to my Hotmail account? I have my windows live mail but it's a completely different set up. Do I need to take it in for service or can I fix the problem myself with your help.

  67. huma
    January 16, 2013 at 4:34 pm

    hey christian i need ur help badly.infact my dad's account has been blocked because of re entering wrong password again again n now i am feeling very helpless no method is working of unblock. because no email have been sent n receive n no contact are there in that email account. i will be very thankful to you if you will help me to unblock my account.

    • Christian Cawley
      January 22, 2013 at 8:58 am

      Huma - naturally, you will need to follow the steps outlined above and contact Microsoft, I'm afraid I don't have any influence over their methods :)

  68. William
    January 16, 2013 at 3:55 pm

    My hotmail account was blocked while i was actually using it, and it cut off while i was in the middle of answering their security questions. Now when i click cannot access my account a blank screen appears...Its a nightmare had this for 15 years

    • Anonymous
      December 10, 2014 at 8:05 pm


  69. Hassan
    January 15, 2013 at 6:28 pm

    I need help, my hotmail account is blocked, its telling me about the code and i don't know which code..

    December 25, 2012 at 9:41 am

    This is second time,I don't know why block my email ID ?
    If your is any problem,would you change my ID ?

    Kindly do needful.

    shiv kumar sharma

    • Elo34
      December 27, 2012 at 12:54 am


      I have the same problem and it has been more than 10 days. My account got blocked saying that someone else might be using my account. No reason for this as I'm the only one using it. Microsoft forced me to switch to Outlook which I hate and now they blocked my account. I replied to their stupid questionnaire more than 50 times and they still come back with the same answer saying that they couldn't recover my account. I even tried to change password by receiving a new password through my phone... still not working! This is a very unacceptable situation, since when Microsoft think that they have the freedom to blocked our personal account without any explanations and without any proper help and client support to recover our account!! I'm very very unhappy about this situation specially as I have all my personal info, friends email and leaving away from my family my personal email is critical to keep touch! I'm going to make sure that I'm going to open a new account under another supplier and make sure that I spread the information around me that Microsoft is the worst service company ever!!!!

  71. R Sanjay
    November 29, 2012 at 4:16 am

    I can open the hotmail account But unable to open
    Compose new mail
    Delete the mails etc
    This has happened one week back
    Sent several complaints to you
    But nothing has happened
    Please do it at the earliest
    Sanjay R

  72. mahmoud rashed
    November 16, 2012 at 3:46 pm

    when i need it urgently i need my contact list my all old mails

  73. mahmoud rashed
    November 16, 2012 at 3:45 pm

    can you send me my new password to retrieve my account

  74. mahmoud rashed
    November 16, 2012 at 3:44 pm

    i need to restore my account

  75. mahmoud rashed
    November 16, 2012 at 3:43 pm

    ineed to know who blocked my account

  76. Jade
    November 14, 2012 at 2:23 pm

    Hi i can not access my hotmail account at all it says it has been blocked because someone else may be using it i have tried filling in form but supposedly never gave enough information, my alternative email address is no longer available and i have forgotten my security question i really need back into my hotmail account as i have important emails that i need to access is there any way you can help please im desperate

    • Christian Cawley
      November 14, 2012 at 2:25 pm

      Hi Jade

      You will need to go through the Hotmail password/account retrieval process - this is the only way.

      • sarah-jane
        November 26, 2012 at 11:32 am

        Ive done it three times...still no access. given the right answers to security questions. waited 24 hours...nothing...did it again, still nothing. I am at a loss..NEED this account, had for 8 years...who do i contact for help. So frustrated

    • RGETTY
      March 2, 2015 at 4:32 am

      ME TOO!

    • ben
      April 3, 2015 at 3:00 am

      if some one found the answer to this or a way to contact support I would be happy

      Christian Cawley, all you're "help" is just normal guidlines and do not help thees people at all.

  77. blackeagle
    November 13, 2012 at 6:33 pm

    i am using my email, stated above.. i wanna ask about - my fathers email has recently been acting weird... everytime he tries and sends a message from his computer it says content blocked and cannot send email.. however when he tries to send from his phone everything works well.. he says he've tried other networks and also other PC.. but it also says content blocked.. but i've tried it in the country i live in and it sends fine and doesnt have problems.. please assist whats the problem

  78. adam
    November 12, 2012 at 8:53 pm

    my email account i haven't used for years and its the parent email for my Xbox live and because i haven't had access to that account for a few years now i haven't be able to remove them so is there any way to get it unblocked

  79. said
    November 10, 2012 at 8:04 pm

    I losed my e mail

  80. Matt Conlon
    November 8, 2012 at 10:45 pm

    The instructions above don't work for me. When I click on the "continue" link, I get told I can't log into the account.

    However, I did get some help by tweeting @mshelps about the issue. They are currently looking into it for me, and have escalated my ticket twice now. I haven't seen any results, or reasons for the block, but at least I get someone responding to my inquiries.

    • Christian Cawley
      November 9, 2012 at 5:09 pm

      Hi Matt

      That's an interesting post - I've never seen a "can't login" message. Where is the continue button (which is not mentioned in the guide) which you click?

      Also, which version of Hotmail are you using? Is MSN, Hotmail, WIndows Live or Outlook, and in what country are you based - there are some differences across all of these things.

      However the tip about tweeting @mshelps is particularly useful.

      • Matt Conlon
        November 9, 2012 at 5:26 pm

        Hi Christian,

        It's not actually a hotmail account, but a Windows Live account associated with my SkyDrive and Xbox account.

        I just wrote a blog post on it,

      • Matt Conlon
        November 9, 2012 at 5:31 pm

        Hi Christian,

        I actually just posted a blog post about it, it's at if you're interested.

        It's not actually a hotmail account, but a windows Live account that's associated with my skydrive and xbox account.

        I have an idea that something I was moving from one location to another for a friend of my via the live drive violated the EULA... But I haven't had any indication if that's the case or not from Microsoft.

      • Rochelle Brockenborough
        November 10, 2012 at 12:47 am

        I have the same problem but clueless to what to what to do. Please help me....

        • simone
          February 12, 2013 at 7:27 am

          y am i block i got a job mail in there

        • simone
          February 12, 2013 at 7:28 am

          y am i block from this i have a job mail in there

    November 6, 2012 at 9:29 am

    account has blocked so your advice

    November 6, 2012 at 9:29 am


  83. Richard Eritreo
    November 4, 2012 at 11:12 pm

    Outlook get lost from my screen. Hotmail please return.

  84. Richard Eritreo
    November 4, 2012 at 11:12 pm

    Please return my Outlook took over and I hate it! I did not ask for it. How can I stop this from ever happening again? Thank you

  85. heather jones
    November 3, 2012 at 7:39 pm

    i can not get into my email. it has been blocked and i have tried resetting the password like 15 times and nothing. OMG what do i do?

    • Christian Cawley
      November 3, 2012 at 7:46 pm

      Follow the steps outlined above :D

  86. S.Ramachandran
    October 27, 2012 at 2:20 am

    Iam unable to access my email .Please help me.


  87. zingisa mavuso
    October 2, 2012 at 2:35 pm

    my email has been blocked for the last couple of months, the message was that someone else might be using it. I have followed all the procedures but nothing seems to working probably because i have forgotten some of the information. im currently using another Hotmail address, but need my previous email as there is vualauble information in it.

    • maureen corcoran
      October 22, 2012 at 9:20 am

      I am in the same postiion . I have followed all the procedures but nothing seems to work and there is nobody i can find to talk to either. please let me know if you resolved the problem. thanks, maureen

    • Susan Morris
      January 14, 2013 at 2:34 am

      This is what happened to me. It said someone was using my account. I'm now blocked and I get no response to my requests.

    • Eileen Aleong
      January 24, 2015 at 9:46 pm

      My experience is similar. What do I do?

    • Eileen Aleong
      January 24, 2015 at 9:53 pm

      I was told that someone might be using my account. I believed that I answered all the security questions correctly but I am still not allowed entry. What is the problem and what must be done to fix it?

    • Christian Cawley
      January 29, 2015 at 7:00 pm

      if you are missing details then it is unlikely that Microsoft will unlock the account. It's best to just start over.

  88. Muhannad Agha
    August 20, 2012 at 11:14 am

    There is somebody actually using Hotmail, wow!

    • jrasulev
      August 20, 2012 at 12:38 pm

      Yep, there are plenty of, as it is still N1 email provider) I am afraid we may need Outlook/Hotmaail account to lanuch future versions of Windows, like Google does with Android

  89. lance burn
    August 18, 2012 at 1:29 pm

    i lost one account through hackers and i got my bills on so had to change it, i would never put anything on my laptop about banking and never have but i no there trying again by the phone calls im getting i put false info on line and i no when i get a phone call with them details back

  90. fatihamzah
    August 18, 2012 at 1:06 pm

    My other hotmail has been blocked by a few months ago. I forgot my password and the alternative email was deleted. Then, i create new one :(

  91. Achraf52
    August 18, 2012 at 8:17 am

    Use Internet Explorer to unblock .

    • Jimmy
      February 11, 2013 at 8:38 pm

      I have the same problem. my hotmail account is blocked. when i login into my hotmail it says 'it looks like someone else might be using your account'. i changed my password but i am getting the same message. i also filled the questionaire and got a reply that i cannot verify my account since the details i filled are incorrect. i filled all the right details. i need my emails back, help !!!

      • Achraf Almouloudi
        February 12, 2013 at 12:03 am

        Did you actually try what I said or you're just yelling at my comment.

    • Maria
      January 24, 2015 at 12:26 am

      I got the same problem with u Jimmy what I have to do?

    • Alaa Alay
      April 21, 2015 at 12:21 pm


      I forgot my password and didn't use my account for over than 4 years. Is there any chance to have the account back?!

      Please advise