How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Josh Your Own Question
Josh, Computer Enthusiast
Category: Email
Satisfied Customers: 21695
Experience:  Expert for over 10 years
Type Your Email Question Here...
Josh is online now

I havent been able to access

Customer Question

I haven't been able to access my Hotmail account for several weeks. I put in the correct password, but I think I must have been hacked into. I have now set up 2 new accounts elsewhere, but would really like to close my old account, or at least know that messages are not being sent causing more problems. If I thought the address was safe, then I could continue to run it from time to time. Please advise. Many thanks, XXXXX [email protected]@XXXXXX.XXX

Submitted: 4 years ago.
Category: Email
Expert:  Josh replied 4 years ago.
Hi! My name is XXXXX XXXXX I will be assisting you. Let's get started!

I am going to give you steps to a private forum that is checked by Outlook/Hotmail moderators that can assist you in real time.

First you are going to need to create another email address with Hotmail. Please go to the following link to create that.

Once you create the new address do the following.

Please click

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 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:

Customer: replied 4 years ago.

Sorry for the delay. I have been having trouble with my internet connection, but am back on today. I have now followed your advice and await progress. I did not go onto the forum (so far) as I am happy to wait for a reply. Thanks for your help and I will keep you posted on progress. Best wishes, Cherry

Expert:  Josh replied 4 years ago.

I would recommend using the forum too if you wanted a speedier response.

If you can take a minute to rate this session as EXCELLENT, GOOD, or OK and press Submit so that I am credited with helping you.
Customer: replied 4 years ago.

OK I have done that. I can't rate your service until the matter has been resolved, but will do so when I can complete the process. Many thanks, Cherry

Expert:  Josh replied 4 years ago.

Let me know how it goes
Customer: replied 4 years ago.

Hello Josh

Not much to report. I have not been contacted as yet. I did fill in the form (again) and this time received a code which I put in. They are now saying I will have to wait until 8 May before I can access the account. All very frustrating. Cherry

Expert:  Josh replied 4 years ago.
Hi Cherry,

Thank you for the update. I wish I had the power to release it back to you but unfortunately, you are at the mercy of Microsoft.
Customer: replied 4 years ago.

As you say, there is nothing more I can do. As I pay to receive hotmail without adverts it seems a very poor show. As soon as I can sort out anything important and transfer it to my new address I will close it. Hopefully my new emails will be harder for anyone to hack into. Cherry

Expert:  Josh replied 4 years ago.
I hope so too, Cherry.

Please remember when you rate this session that you are rating me and not Hotmail support.
Customer: replied 4 years ago.

Hello Josh

I still haven't rated your answer because so far, I still haven't had any response from following either of your links. I had another go at getting into my hotmail and was able to follow the questions that were supposed to help people get reconnected. I thought I should wait to see whether your suggestions worked before I rated your response. Thanks, Cherry