I have been having problems with my Hotmail Account for over 10 days now and something just doesnt seem right. One week last Wednesday, I was denied access to my account via any of the usual methods: PC, Iphone, Ipad and I was given the message that I needed to verify my password. My password XXXXX XXXXX obvious and includes several characters, numbers, letters, etc so this was a surprise, but everything that's followed since has been a nightmare! Similar to what I've read on other question boards, I no longer have the same phone number or contact email, so I had the option to fill out the form that is reviewed and then a code should be sent to a new email account I nominated. I followed this and received no feedback within the 72 hours as promised. I followed this process again, and again, no feedback. I evertually called Microsoft customer support who gave me his contact email and told me that the issue would be resolved within 24 hours or to email him back. Again, not resolved, so I did email him this past Wednesday, now exactly 1 week since the start of the problem.Again, nothing more came to me until Friday when I was asked to submit another form with as much information as I could remember: email addresses of recent contacts, unique folders you have set up that are not default and recent subjects of emails....I sent all this and again, these will be very unique as the average subject of my emails isn't 'What's up?' they were VERY specific titles that I provided.This time I received a response within 30 minutes asking for more information in the same format, again I responded and was consistent with what I've provided before. Finally, I received another very prompt response saying they've received several requests to gain access to my account and were unable to determine ownership?!?!?! How they can say that is beyond me!Now they're recommending I set up a new account...I don't need or want a new account - I need access to that account as I've had it for over 10 years and obviously need to regain access.Please, please, please help me with advice or a phone number that I can call and actually speak to someone who can verify it's my account. Other Internet based email companies have phone number for exactly this reason. Microsoft provide a physical address only:One Microsoft Wayredmond, WA 98052USAWhat? They want me to send them snail mail or even better drop by for a chat? Please help!
Email Service: HotmailInternet Browser (Online Email Only): Internet ExplorerWhat have you tried so far?: Everything I previously wrote!
Greetings,Please, do not forget to click the Happy face on the bottom of this page and click Submit, if you are satisfied.I understand that you have already tried all of the normal routes for resetting your password. For this reason, you may wish to skip to the end of my instructions and call the phone numbers that I give there.Please, follow the instructions below to reset your password:- Click the following link: http://account.live.com/password/reset- Fill out all of the requested information- Once all of that is complete, you will be given the option to reset your password.- If that does not work, please click the following link and fill out the requested information there: https://security.live.com/acsr.aspx- Fill out the requested information on that site and submit it.You will be able to reset your password XXXXXIf you have issues with that or you would just rather speak with someone, you can call the following number: +1(NNN) NNN-NNNN(This phone number is XXXXX in the USA and International charges may apply) When you call, choose to speak with a Billing Representative.If all of that does not work, you may wish to consider upgrading your Hotmail account to the Hotmail Plus package, which is $19.99 per year. You can do that by calling the following number and telling them that you want to upgrade your free Hotmail account to the Hotmail Plus package: +1(NNN) NNN-NNNN(This phone number is XXXXX in the USA and International charges may apply) Once you do that, they will work with you to get your password XXXXXPlease, keep me updated on the status of your problem if there are any further issues. I will be available to respond. Thank you, - Jason
I can't use either the links as they're saying I have tried too often within a 24 hour period, plus this is how I have been submitting my requests and have so far had no luck or progress.
I have tried calling the number you've provided, but a recording says to call back during business hours (which I assume are US EST?) So, I'll be waiting until later Australia time tomorrow night before anyone will answer it seems?
I;ve also tried a number here: 132058 where I spoke with a representative who was somewhat helpful and sympathetic, though my problem hasn't been resolved yet. I need to speak with whoever can make the decision who can look at my account while I describe the contents and even the subject of emails...I'm assuming the +1-866 number you gave will allow me that?
Thank you for the update.The number I gave you will allow that.Their offices (at the 1 866 number) will open in five hours.When you call them and speak with a billing representative, you will be able to proceed and regain access to your account.Please, keep me updated.- Jason
10+ years of work experience.
So, I've tried submitting information to both:
http://account.live.com/password/reset & https://security.live.com/acsr.aspx
but have been told I haven't provided enough information???? I'm providing everything they ask for apart from an XBOX Live billing credit card as I haven't used that service...I've provided unique folder names, recent email subject titles and recent email addresses - I can't do any more as it doesn't ask for anything else and there's nowhere to provide comments.
I have now called the 1-866....number and though they're very willing to help and charge me to use the Hotmail Plus, they can't help with resetting my account either?!
I've also spoken to a Microsoft Customer Support person in Australia and they said they'd elevate it, but nothing has come back so far.
As a result i still don't have any resolution...
I'm assuming you're sleeping - that's fine.
Please send additional advice to my email as you followed up yesterday.
Also, let me know what I need to do now for you - do I rate you? In the end, your advice hasn't resolved my problem and I've already tried more than you can offer, but I know you tried. What else can you offer so I can resolve this?
I am sorry to say, but those are your only options.If you cannot reset your account by speaking with someone at that phone number or by using the online forms, there is nothing else that can be done.