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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1883
Experience:  Computer Software Support Specialist for more than 10 years
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I forgot my hotmail password. I tried to get a new password

Customer Question

Hello
I forgot my hotmail password.
I tried to get a new password ***** it says that unfortunately we are unable to verify your ownership using the information provided. It is telling me to make a new email as a solution but all my important documents and files and other contacts are within this email.
Please help
Submitted: 10 months ago.
Category: Email
Expert:  Jess M. replied 10 months ago.

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues. Can you please tell me your problem email account so that I can check its status and recovery options?
Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 10 months ago.
Hello thank you for the reply my email is***@******.***
Expert:  Jess M. replied 10 months ago.

Thank you. Please give me a moment to check this account for you

Expert:  Jess M. replied 10 months ago.

I checked your option and you have a recovery email shown below:

ac*****@eigcanada.ca

Do you still use that email now?

Customer: replied 10 months ago.
No I do not, can u change that recovery email to***@******.***
Expert:  Jess M. replied 10 months ago.

Unfortunately, no one can do that. You must be LOGGED IN to the account in order to change your recovery email.

Customer: replied 10 months ago.
what can I do to get into my email
Expert:  Jess M. replied 10 months ago.

Do you have a 25-charater recovery code for your Hotmail? If you created such code before, now is the time you need it.

Customer: replied 10 months ago.
No I do not
Customer: replied 10 months ago.
What can I do now?
Expert:  Jess M. replied 10 months ago.

Then your NEXT option is to submit that recovery form that you have already submitted. The form is NOT manually checked by a human person, it is checked against the actual info or data on your Hotmail account. So it is very important to provide exact matches of the info that you put on the form and the data you actually have on your account. Mismatches could lead to failure in recovering the account.

Are you using a computer right now to try the recovery process?