Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
When you try to access your email account, what happens?
Is there an error message?
Please tell me: what email provider does your email address have?
That is, if your email address were xxx @ smithsonian.gov
then smithsonian.gov would be your email provider.
Do you have more than one Live Email account? or more than one Hotmail account?
Do you access your email on more than one machine/device/computer/handheld ?
OK. Your son's email is not germane to the case, and is not needed by me, thanks.
Your accessing on more than one device may be the problem.
Go to all devices you use to access the email account (and hopefully one of them is not a public computer e.g. in a library, and if it is, you logged out or Signed Out before you left that public computer - or else, there's the source of the problem.)
Sign Out of the email account on *all* of the other devices, on all the devices in fact.
Then use just one of them to try to sign back in, to try to recover your password ***** several (at least 3) careful attempts to sign in fail.
Are you signed out on all devices ?
Check on every one of them, to make quite sure.
Yes, that is the idea.
In case it is a while until then, here is the standard Microsoft page about the error message you are asking about - but read it only if I'm not here to help you after you have tried what I have advised:
in case it might help, then.
(Please come back by and by to this page, to tell me how it turned out... and I'll offer more advice, if there was still a problem: