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Molinari, Email Tech
Category: Email
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Experience:  Certified IT Guru
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how do I retrieve my old hotmail password

Customer Question

how do I retrieve my old hotmail password
Submitted: 5 years ago.
Category: Email
Expert:  Molinari replied 5 years ago.

This has happened to literally a few million free hotmail users, so needless to say the line is rather long, it's the real price of having a free email account....


Here are ALL your options:



If you have a phone tied to the account, you can try to verify your account with a mobile number (only available in limited markets at this time):


If that fails, try to reset it here:


Click the I forgot my password button, then click Reset your password.


If that fails, try here:

If that fails, and you are unable to verify using the SMS validation or by resetting the password, then the only way to get the account back is to fill out this form with as much information as possible and the best way is to act like the account got hacked. This is exactly the process that will happen:


You're going to have to jump through a few hoops if it's a free account.
They've had an epidemic of blocked accounts....


Hopefully you have another email address where you can be contacted by microsoft.
If not you can get a free gmail address here:

This is exactly what should happen, go here:

1. There will be 2 lines, one for the account to be recovered, and one for an email address they can contact you at.

Then on the next page

2. Fill out as much info as possible and click continue.
IMPORTANT: If you complete the form and you’re taken to a page that says you must Sign in, please DO NOT click “Sign in” – instead, press the back button on your browser. You may need to refresh it by hitting [F5] and then click Continue… Then resubmit the form and it should go through.The billing information portion MUST be left blank unless you have an xbox plus account or hotmail plus account that you pay for.. DO NOT fill in the any of the four boxes in the billing information section. - If you fill in anything and press continue it will give you an error message and you will need to start over

3. Then on the next page, you will be given a Pin to access a forum; make sure you write it down and bookmark the link to the forum that is provided with the Pin number. This is very important!

4. On the next page they will create a private forum and and also send a link to the email address you provided on the first 2 line page pictured above. It will be just for you and the support agents where you can track the investigation, ask additional questions, supply additional information and find the results of their investigation. To access it, you will need the pin number they gave you at the beginning. This account is temporary and will only remain accessible for 30 days. Book mark it by hitting CTRL+D.

The email will be identical to this:

"Thank you for contacting Windows Live Support.
We have received your information regarding the account: [email protected]
We have created a private discussion forum in Windows Live Solution Center where you can further contact us regarding this request. Click (they'll have a private link here that you need the pin you received earlier to access) to visit the private forum. You can check anytime, review your answers, or leave additional comments.
When you submitted your request, you were supplied a personal identification number. You will need that number to access the private discussion forum.
Our support professionals are validating the answers you provided. If they can verify that you are the account owner, a password reset email will be sent to this email address. If there is insufficient information for us to confirm that you are the account owner, a notice will be posted in the private forum. It normally takes us up to 24 hours to complete an evaluation. If you do not see a password reset email within 24 hours, please check the status on the private forum."

It may take a few days to process your request, but you will get a response and if you provide enough detail, you should be able to recover your account.

You can use your PIN with this private forum and post any questions you might have here

Basically, just follow the steps and fill out as much information as you can and they should be in touch with you. They will give you a pin number and then a link to a private account/forum. Write down the pin number when it is given to you and keep this in a safe place. You'll need the pin to enter the temporary account that will be created for you. The temporary account means they will setup a private forum where you can discuss the compromised hotmail account with their support agent. Your answers to reset or recover the hacked hotmail password or account will be stored in the private forum. You can return to the forum to check the status of their investigation. It's basically just a support ticket through a temporary Windows Live Solution account.

Once they review all the information they will send you instructions on how to regain access to your account to the alternate email address you provided.

This video shows you most of the steps:

This is the ONLY thing you can do. They should answer in 1 or 2 days, but many users have reported that it may take at least a week to get a reply. I understand the frustration but please do it as soon as possible. It's a lot of waiting time, but it is the best they can do considering the tens of thousands of people this happens to, and unfortunately Microsoft does not have phone customer support for Hotmail issues, and sorry to say, it's the ONLY way to get it back.

If they haven't responded after a day or two, then go here and click ask a question and explain clearly up front what account you are asking about, who you are, and some basic information about the problem, and ask if it can be resolved, offering to prove your identity as needed. Don't expect a quick reply, but this can often work out, within a week or less time. Also tell them you haven't been responded to after filling out the form....
You will have to make a new windows live id in order to post, the temp one won't work...

1. Go to
2. Click on “Ask A Question.”
3. Select "Windows Live ID" and click on "Continue."
4. You can opt to select "Other Windows Live ID issues."
5. Click on "Continue" to post a question in the forum.
6. Enter the important info and click on "Submit." and do it loud and often. They tend to oil the squeaky wheel...

You can try these numbers, but they usually only help if you're a paid hotmail plus member, as free email accounts get virtually NO support, if you are doing important business, don't use a free email account, you're just asking for trouble.......



or try [email protected]

If it is a free account, and can't access the original alternate account with the form, call 1-650-964-7200, use option 2 or 3.


The only other alternative is to upgrade for $19.99 a year.

1. Open the page with your web browser.

2. Click on the "Upgrade Now" button link on the right-hand side of the page.

3. Sign in to your account with your Windows Live ID.

4. Enter payment information and fill up the form.

5. Click Continue and follow the onscreen instructions.

If the system is not allowing you to sign in with your hotmail id, just contact Hotmail customer care and tell them you want to upgrade your current free account to hotmail plus and they will assist you.

Customer care number: 1- 866 - 672 - 4551

Please be aware that you are paying for information and Expert advice, and not for the successful unblocking of your account.
Only YOU can guarantee that your account will be successfully unblocked.

Your account will be successfully recovered ONLY IF you provide enough details, and enough ACCURATE details for them to verify that you are who Microsoft thinks you are supposed to be. Only Microsoft can make that determination, so please understand this information before replying/Accepting the answer – thank you.

I realize that this answer may not be entirely to your liking, and I regret being the bearer of information that you really don’t want to hear. But it would be unfair to you and unprofessional of me were I to provide you with anything less than truthful and honest information. I hope you understand that following the above steps is the only way to get your account back...

Let me know what happens...
Customer: replied 5 years ago.
Relist: Other.
I simply need the password not a book on how to do it. that is the reason a paid you $48
Expert:  Molinari replied 5 years ago.
try to reset it here:


Click the I forgot my password button, then click Reset your password.

Customer: replied 5 years ago.

msn deleted my original hotmail: [email protected], and renamed it: [email protected] I can link the two hotmails , but to access [email protected] I need a password. I have forgotten it.

Expert:  Molinari replied 5 years ago.
Did you try to reset the password on that one as well?