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Cannot Recover Hotmail Password

SM 0 Reputation points
2026-05-04T08:35:24.6633333+00:00

I am having issues recovering my hotmail password. My recovery email @virgin.net was shutdown in 5 years ago and I updated my profile with a mobile phone number.

When I try to recover my account, the recovery points to my @virgin.net email and not my mobile phone number.

I then use an alternate method where I nominate my wifes email, I get the code but when I fill in the page with my personal details and submit, my wife doesn't get the follow up mail with the link to reset my password.

Is there another method or how can I contact MS support?

Outlook | MacOS | New Outlook for Mac | For home
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  1. Darhyl Amizola 40,735 Reputation points Independent Advisor
    2026-05-04T11:50:04.98+00:00

    Hey there! Nice to meet you!

    Since you can't receive the verification codes from your old recovery email address for a password reset, I'm afraid the only way to recover the account is through the account recovery web form: https://account.live.com/acsr

    Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

    You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

    You also mentioned that you didn't receive the results from the account recovery web form. Kindly try submitting another request via Incognito/InPrivate window and using different devices and network services. Then please check your wife's email (the preferred contact email) inbox, junk, and spam folders.

    If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

    Please be advised that Microsoft Support will not be able to grant you access to your account.

    Thank you for your understanding.

    Best regards,

    Darhyl

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