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Account Recovery did not work and account is suspended

Ryan P 20 Reputation points
2025-10-30T03:43:44.65+00:00

Hello,

After the recent updates to outlook, my microsoft outlook account was signed out on my phone and laptop. After attempting to login, it said my password was incorrect. I have a password library and I made sure to type it in correctly and manually. After a couple unsuccessful attempts, I reset the password and attempted to login only for outlook to say the NEW password is incorrect.

After a couple more attempts, the sign-in window said the account was locked due to too many sign in attempts. I have attempted account recovery, which gave me a link to password change my account. After YET AGAIN attempting to sign-in after account recovery after waiting 48 hours after initial lock out, the microsoft sign-in on the website (not even in outlook) said the password was incorrect. The one i JUST MADE with the account recovery, in which I wrote down and was very careful to type in when I made it and when I attempted to sign in. Microsoft still reports my account as blocked and the recovery DOES NOT WORK. Worst of all, the website with "chat features" and other support info does not work unless you sign in, which I cannot do, OBVIOUSLY. None of the numbers on another thread to call customer support work as they just direct back to that website and will not connect me with a person. This account is connected to most of my financial institutions and other important accounts that I need access to the email for.

Even with a "successful" accept of my password resulted in the attached picture that just says "Something went wrong. Choose a different way to sign in." I have attempted to sign in

It seems like some internal issue with the processing. How am I supposed to get my account back when even going through the account recovery form does not work? This is insanely frustrating!!!

Outlook | Outlook for mobile | Outlook for iOS | For home
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Answer accepted by question author
  1. Chloe-V 1,330 Reputation points Microsoft External Staff Moderator
    2025-10-30T08:37:52.08+00:00

    Hi Ryan P,

    Thank you for reaching out to Microsoft Q&A forum.

    Since previous recovery attempts have not resolved the incident, the next step is to submit the Account Reinstatement Form.

    Steps to complete the reinstatement form:

    Step 1: Go to: Request for Account Reinstatement

    Step 2: Provide accurate and detailed information

    Step 3: Attach any relevant documentation that proves account ownership.

    Important Notes:

    • Ensure all information is correct and matches your account history.
    • After submission, Microsoft will review your request and contact you via email with the next steps.
    • I do not have the right or ability to access your account or recover it for you. Microsoft will only restore access through official recovery and verification. If that fails, go straight to Microsoft Support again with proof of ownership (purchase receipts, screenshots of Xbox/Skype/... activity, billing info). However, if recovery attempts continue to fail, it typically means the account is considered unrecoverable. At that point, creating a new Microsoft account might be the only viable solution.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

    Please feel free to let me know if you have any further updates, thanks.

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