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Josh
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Experience:  Expert for over 10 years
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My girlfriend has lost her Hotmail password XXXXX I think I may

Customer Question

My girlfriend has lost her Hotmail password XXXXX I think I may have blocked the account with my attempts to sort it out
Submitted: 2 years ago.
Category: Computer
Expert:  Josh replied 2 years ago.
Hi! My name is Josh and I will be assisting you. Let's get started!

Please click here to access the special recovery form ----> https://account.live.com/acsr?rollrs=04

Enter your email address in the Windows Live ID box

In the next box, enter an email address that you can be contacted at. (Note: The contact email address MUST BE DIFFERENT than your hacked account) If you do not have another email address then you can create one at Gmail.com for the process.

Click on CONTINUE

On the next page you will be asked a series of questions. If you do not know the answer to a question then please do not answer it.

Please fill out as much information as you can. DO NOT answer any questions under the Billing information section unless you have an XBOX live account or Zune card.

Click on SUBMIT

Once your account has been verified, you will receive an email to the contact address that you placed on the form. The email will state your account is verified and provide you with a link to reset your password. (The verified email can take 10 minutes to 24 hours)

Customer: replied 2 years ago.

No information that I couldn't get from Microsoft, in fact I had tried this already and Microsoft suspended the account 30 days.


 


The information was correct though

Expert:  Josh replied 2 years ago.
Hi Bernie,

Unfortunately, it is impossible to know what you have already tried. I can offer you a link to a private forum that you can use to post a question and normally a representative responds back within 12-24 hours. I have never heard of a 30 day suspension and I have helped over 500 customers get their accounts back.

An option is to reach out to a hotmail representative on their forums, they have access to look deeper into the account and sometimes can help in these situations.

First you are going to need to create another email address with Hotmail. Please go to the following link to create that.
https://signup.live.com/signup.aspx

Once you create the new address do the following.

Please click http://windows.microsoft.com/en-US/hotmail/hotmail-support

Next choose "Your account has been temporarily blocked"

Tell them you have not been successful with the recovery form.

Be sure that under "Enter the email address (Microsoft Account) affected by this issue:"

You provide them the email address that is blocked and not the new one.

Under ‘Enter your contact email address:' give them the new account you just created.

In most cases they will respond in 12-72 hours, depending on how many requests they have waiting before yours.

A moderator can take a closer look at your account and work with you to try and help you get back in.

As well as sending the message directly to the moderator it can sometimes be quicker to reach out to them in their public forums and they may message you or ask you to message them privately with more information.

Go to the following link and click Participate and then click Ask a question on the menu at the top. A box will appear. In that box type what has happened. Remember to be very polite and give as much information as you can. Here is the link to the forums:
http://answers.microsoft.com/en-us/outlook_com/

Microsoft/Hotmail takes account security very serious which is why they make this so difficult and make you confirm all of that information. It is to prevent unauthorized access to your account.

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