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Chris L.
Chris L., Support Specialist
Category: Microsoft Office
Satisfied Customers: 4860
Experience:  Certified Expert with over 10 years experience.
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hi ive been locked out of my Hotmail on my computer and kindle,

Customer Question

hi i've been locked out of my Hotmail on my computer and kindle, but I can still get Hotmail through my phone. i've just had my computer back from the menders which I did ask them to try and get on my Hotmail but they couldn't. They did say that the account was in the name of geri--------------btinternet.com. but as far as I know ive never had that account only my Hotmail one. please help as I need my Hotmail as I have think in there that I need to down load and copy
Submitted: 3 years ago.
Category: Microsoft Office
Expert:  Chris L. replied 3 years ago.
Hello my name is Chris and I will be happy to assist you.

I am so sorry to hear you are having trouble. When you try to log into hotmail on your computer what is happening? Is it asking you to confirm your account by receiving a code? Or is your password just no longer working?

Please let me know so that I may further assist.

Thank you,
Chris
Customer: replied 3 years ago.

Hi chris its asking for geri-----btinternet.com but I can't remember having this one so don't no the pass word. the one I have is [email protected] which I no the password to. how would I get the code ? I have filled in the information page to get a code before and has had the reply sent to another e-mail account and all the reply says is that there is not enough information. please help


 

Expert:  Chris L. replied 3 years ago.
Oh no I am sorry, so you went through the process of filling out the recovery form but did not provide enough to confirm you were told?

How many times have you tried this at this point?
Customer: replied 3 years ago.

about 3 times. but I can still receive my e-mails through my phone(not sure how or why), but that's not any use to me as I have importance e-mails that need to me copied.
I was told that not enough information was not provided . but all its asked me is mother birth place, e-mail sent, e-mail received, date of birth, im not sure what else.

Expert:  Chris L. replied 3 years ago.
Ok, you can still receive emails on the phone because the account is still logged in.

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. This is why it is so very important to always make sure that you have your recovery information on your account up to date, that way you can always get back in easily. The problem is many people do not know to do this and they end up in this situation.

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 account 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 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 Post to the Community 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 need further clarification please let me know.

Thank You

-Chris

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