Unable to recover hotmail.com account

Dear ChadNeal,

Welcome to Microsoft Community.

From your description, I understand that you may have a problem to recover your account, you can't access it and applying another account to submit message, I understand the inconvenience.

Since you lost the phone with 2FA setup on this account, it's really tricky because you may not be able to submit the recovery form, but you can have a try, because filling out a recovery form is an efficient way to recover an account.

To access the account recovery form, click here: Recover Your Account (Recover your account (live.com)) I suggest that you take your time to provide the necessary information, as this is critical to recovering the account. 

If the above method doesn't work, I suggest you contact our online agent to check the account status for you. Since the community forum is a public community, in order to protect user privacy information, we cannot access any user privacy information. So, I can't query your account directly for you, but I can point you in the right direction.   

Specific steps required to contact an online agent:   

1. After entering Contact - Microsoft Support, enter "Account Issues" in the search box   

2. Click Sign in and contact support at the bottom of the page.   

3. Sign in with your Microsoft account.   

4. Under Products & Services, select Microsoft 365 and Office Options.   

5. Under Categories, select Manage Account Security.   

6. Click "Chat with a support agent." Then fill in the contact information where the online agent can contact you.   

Please note that it is important to contact chat during local business hours, the chat team is not available 24 hours a day!

I hope you can solve the problem smoothly. In addition, if you successfully recover your account, you can consider the suggestions in the following documents to improve the security of your account: How to help keep your Microsoft account safe and secure - Microsoft Support  

You may consider turning on two-step verification for your account to improve account security, see: How to use two-step verification with your Microsoft account - Microsoft Support   

I wish you all the best!  

Best regards, 

Harris-MSFT |Microsoft Community support specialist 

Hello,

Thank you for the reply.

I have already tried to recover the account using method #1.

I am unable to sign in to Support with that account to create a message or contact a live agent. Which is why I created a public message.

How do I get support for an account I cannot sign in with? When I try to sign in, I am allowed to use three methods to verify my identity, two of which are required. I can get the code via email, but I cannot use a text to a phone number or authenticator app notification, because the old phone is no longer working and does not have service.

Thank you for your assistance,

C

Hello,

Thank you again for your response. Since I'm unable to login to the account at all, I'm not sure how else to get support since Microsoft doesn't allow email or case management via email.

Can you please advise on how I can get support to change my 2FA settings on s********@hotmail.com? I need to recover this account as it's integral to a lot of other accounts. It's been used for 20 years.

Thanks,

Chad

Dear ChadNeal,

Sorry for the late response and thanks for getting back to us.

Unfortunately, regarding the account issues, there is no email or phone support at this time. But you can contact the human online chat customer service team through the method #2 in my answer, which is convenient to resolve your problem online in real time.

Note: you can reach out during local business hours; chat doesn't work 24/7

Kind regards,

Harris-MSFT |Microsoft Community support specialist