I am locked out of my hotmail account because my password was changed, and I have different phone number now

Hey there! Nice to meet you!

Just to confirm, when you mentioned that you have a linked recovery phone number, do you have an active two-step verification feature (2FA) in your account?

Also, in case the account was indeed hacked, do you see any unfamiliar email addresses/phone numbers when signing in to your account?

Kindly try the Microsoft Sign‑in Helper troubleshooter, as this is the fastest way to verify your identity through this link: https://support.microsoft.com/account-billing/microsoft-account-sign-in-helper-7117cc8d-0d68-4658-b4fb-c4b7ee8a8e28

Best regards,

Darhyl

Follow these steps to try to regain access to the Hotmail (Outlook.com) account:

1. Use the Microsoft account sign-in helper
   • Go to the Microsoft account sign-in helper:
     • If the message says the account is locked or compromised, follow the prompts there to start recovery.
2. Run through standard account recovery
   • If the password was changed and sign-in is no longer possible, use the account recovery flow:
     • Start from the password reset/recovery page (for example via Recover your account or the sign-in helper).
     • Enter the Hotmail address and follow the prompts.
     • When asked where to send a security code, choose any available option (alternate email, old phone, etc.). If none are usable, select the option indicating that none of the listed methods are available and complete the recovery form with as much accurate information as possible (past passwords, contacts, recent subject lines, etc.).
3. If the account is locked due to suspicious activity
   • If a message appears that the Microsoft account has been locked:
     • Sign in at https://account.microsoft.com (or via the sign-in helper) and request a security code.
     • Any phone number that can receive text messages can be used; it does not need to be the number on file. A friend’s or colleague’s phone can be used safely because the number is not stored and the code expires quickly.
     • After entering the code, a new password may be required.
4. If the account appears hacked or compromised
   • Use the official compromised-account guidance and tool to start from the “hacked or compromised account” path. This will either show self-help steps or offer a way to talk to an agent.
5. If recovery attempts are rate-limited or fail
   • If too many attempts have been made (password resets, codes, or recovery forms), wait for the lockout period (often about 24 hours) before trying again. Additional attempts during this time can reset the cooldown.
   • When retrying, use a familiar device and network and fill the recovery form carefully. If the automated process ultimately does not accept the information, the account may not be recoverable.
6. If still unable to sign in
   • Use the Microsoft account sign-in helper links provided in the documentation when seeing errors like “That Microsoft account doesn’t exist” or when normal sign-in fails.
   • For Outlook.com-specific blocking, use the Sign-in Helper link in the Outlook.com unblock article and, if that fails, follow the “When you can’t sign in to your Microsoft account” guidance, which includes a path to contact support.

Once access is regained, immediately:

• Change the password to a strong, unique one.
• Review and update security info (phone numbers, alternate email, and security settings).
• Check mailbox rules, forwarding, and recent activity for any malicious changes.

References:

• Microsoft account has been locked
• My username and password have stopped working
• How to recover a hacked or compromised Microsoft account
• Unblock my Outlook.com account
• Can't sign in to my email - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A