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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31286
Experience:  Over 15 years of consulting to the IT industry
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Hi can you assist please? My daughter is working in France

Customer Question

Hi can you assist please? My daughter is working in France And has very limited access to wifi. She has just called to say she cannot access her Facebook account because her password XXXXX to have been compromised and the hotmail address that she used to login is no longer valid. Also it has been so long since she set up hotmail that she cannot remember security questions or the contact number she gave at the time. Are you able to reinstate her email address if I tell you what it is? I can also give you her up to date telephone number. Sorry she cannot contact you herself but as I said her wifi access is limited. Thanks liz scott
Submitted: 2 years ago.
Category: Computer
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is Richard and I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

We cannot reinstate access here sorry as this would violate the security of the account.

But I would like you please to (or have your daughter) fill in the recovery form from my link below.

https://account.live.com/acsr?rollrs=04

Make sure to answer the questions as accurately and detailed as possible, in order to gain the best chance of recovery.

when you have completed the form, Let me know the results please

Thank you
Customer: replied 2 years ago.
Hi. I am trying to get the info requested on the form but don't expect I can give enough as Fiona hasn't actually used the email account for some time, only used it for Facebook access and has always stayed logged on on her iPhone and Mac. She has lost the connection on her iPhone and wants to log back on the phone. If she logs out on her mac then Facebook access is lost completely so she will have lost 12 plus years of photos etc
Expert:  Richard replied 2 years ago.
Hi Liz,

this is why I indicated it may be better to have your Daughter complete the form, as she can supply more information.
Customer: replied 2 years ago.
Right I have asked the questions but cannot get an answer from her phone so likely she has no signal (she is in the Alps). I may not get an answer till tomorrow. I should be able to get an old password but not any subject lines or folders. Also no credit card details used.
Expert:  Richard replied 2 years ago.
ok, try to get as much information as possible from here Liz, then try.

It is very important.

If they deny you when filling in the form, it can be very difficult if not impossible to get the account back if you cannot verify with the form. I have spent many hours researching the options and have helped hundreds of hotmail users that are in your same position. 


The methods I am going to share with you are not made public by hotmail but they do in fact work. You will need to be patient though as it could take a couple days. Considering you are about to lose your accounts though, a few days is worth the wait. It is incredibly important that you very carefully follow my instructions so you complete the procedure correctly.


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 24-72 hours, depending on how many requests they have waiting before yours.

A moderator will 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 ask a question on the upper right hand side of the page. 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/windowslive/forum/hotmail

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.

I hope that this information helps you get into your account. I would kindly ask you to remember when you are asked to rate my service you are rating me personally. You are not rating hotmail or their procedures or your frustration with the situation which I know is difficult.

If you require any additional information at all, or have difficulties with my instructions, please do not hesitate to let me know.

Thank you

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