Unable to log in to outlook

Question

Unable to log in to outlook

Oliver Day 0

I am unable to log in to two of my outlook/homtail addresses. Each time it asks me to verify my account for the account recovery request and I input all the information correctly yet I get the same email saying unfortunately it was not successful. I am copying the information regarding recent emails and subject direct from my out of date log in on my laptop, so they can't be incorrect. The issue I have is that both emails are the others back up email so I am unable to have receive the verification codes for either of them too.

How can I be entering the wrong information when I am copying and pasting it in from online?

Is it possible to speak directly with someone at Microsoft to assist with this verification process?

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Answer 1

Hi there, Oliver! This is Marc. Thanks for reaching out to the community.

Even if you’re copying subjects and emails exactly, it may not always align with Microsoft's internal data points. First, try using the Sign-in Helper Tool: https://go.microsoft.com/fwlink/?linkid=2214157. This tool helps troubleshoot common sign-in issues and might offer alternative recovery methods or explain why verification attempts are failing. You can still try the Account Recovery Form (ACSR) again here:

https://account.live.com/acsr. Make sure to use a contact email you currently have access to, and submit as much detail as possible (old passwords, folders, subject lines, etc.). Every bit helps improve your chances.

I also recommend using the Sign-in Helper Tool: https://go.microsoft.com/fwlink/?linkid=2214157

It may help guide you to other available recovery options or clarify why your recovery attempts have failed. Also, Microsoft’s official article for sign-in problems is worth checking:

https://support.microsoft.com/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

While Microsoft support agents can’t bypass the automated recovery process or remove verification manually, you can still try contacting them through https://support.microsoft.com/contactus. Choose “Microsoft account” as the product and follow the steps to see if a live agent can help clarify why recovery attempts may be failing or check for other options based on your case.

Let me know how it goes.

Best regards,

Oliver Day 0 Reputation points

2025-08-13T06:56:59.1333333+00:00

Hi Marc,

I followed your pointers and still had no luck. As said before I am copying my sent emails from an expired log in so I know those are correct, and all my personal details are correct. I am only allowed ot provide 4 emails and subjects for my sent emails so I am not able to provide further information.

I had used the sign in helper before and this had also not helped.

I contacted the webchat support team on the issue and they said that one of my accounts had been blocked and that a reinstatement request would resolve that. It didn't and the subsequent request has been seemingly ignored by Microsoft safety team as they have not responded to the latest ticket. I have had this issued multiple times where I have tried to enter the data for the account reset and I do not get anything back from Microsoft, where most of the time the rejections are instant. So there are still pending attempts over the last 6 weeks I have been trying to regain access that I have not heard back from.

On the whole your response has provided me with no help at the moment. Contact with the webchat support also provided no help and I will now have to queue again to speak to someone to again try to resolve something that I was guaranteed would work.

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Unable to log in to outlook

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