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Help for recovering my hotmails

Lejla Brkic 0 Reputation points
2026-05-22T12:37:45.7133333+00:00

Hello, I am contacting you from my new private Microsoft account because I cannot access my two old Hotmail accounts. (******@hotmail.com and ******@hotmail.com) I know the passwords for both old Hotmail accounts, but I cannot complete verification because the recovery options are linked to each other. I already tried the recovery form, but it was unsuccessful because I used these accounts many years ago, and I cannot remember enough old mailbox details. One of these old Hotmail addresses is also linked to my Dropbox account, and I cannot access Dropbox because the verification code is being sent to that old Hotmail address. Please note that my current last name is Brkić because I got married, so it may differ from the one originally used when the accounts were created. I can provide possible contacts from that time, and any other information I still remember. Could you please tell me if there is any way to verify ownership or update the security information for these old accounts? Thank you.

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  1. Darhyl Amizola 44,120 Reputation points Independent Advisor
    2026-05-22T13:26:42.0633333+00:00

    Hey there! Nice to meet you!

    Just to confirm: did you have two-factor authentication (2FA) enabled on the accounts?

    Important: If 2FA is active, ACSR informs you that your recovery request will be ignored. If you only receive a message that the recovery request was successful or that there is insufficient information, it means that 2FA is disabled.

    Also, you mentioned that these accounts are old. May I know when was the last time you were able to log into your accounts successfully?

    Best regards,

    Darhyl

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  2. AI answer

    2026-05-22T12:38:07.9333333+00:00

    There is no way for support agents to manually verify ownership or update security information on personal Hotmail/Outlook.com accounts. Account recovery is only possible through the automated tools and forms.

    To maximize the chance of recovering these old Hotmail accounts:

    1. Use the Sign-in Helper and recovery form again
      • Start with the Sign-in Helper: Sign-in Helper.
      • If that does not work, use the Account recovery form: Account recovery form.
      • Submit the form from a device and location previously used with those accounts (old PC, home network, etc.), as this increases the chance of recognition.
    2. Prepare as much old information as possible Before filling the form again, gather details as described in the recovery guidance:
      • Old passwords used on those Hotmail accounts.
      • Old contacts and exact email subject lines from that time (ask friends/family who still have old messages).
      • Any Microsoft services used with those accounts (Outlook.com/Hotmail, Skype, Xbox, etc.).
      • Consider what name, address, and other profile details may have been used before the last name changed.
      • Check saved passwords in browsers or devices (for example, using the guidance under Save or forget passwords in Microsoft Edge, Credential Manager, or other password managers) to find old credentials.
      • When the form offers an “add more” option, provide as much detail as possible. Wrong answers do not count against the request, so approximate answers are acceptable when unsure.
    3. Retry if recovery is unsuccessful
      • If the form result is “we could not verify your account”, it is allowed to try again up to two times per day.
      • Review the recovery guidance carefully before each attempt to improve the quality and completeness of answers.
    4. Understand the limits
      • If two-step verification was enabled on those accounts and none of the verification methods (email, phone, authenticator) are accessible anymore, support cannot bypass or disable it.
      • Support agents are not allowed to send password reset links or change account details on personal Microsoft accounts.
      • If the accounts have been inactive for more than two years, they may have been deleted and cannot be reopened.

    For the Dropbox issue, if the Hotmail account cannot be recovered through the steps above, contact Dropbox support separately to see whether they offer alternative verification methods that do not rely on that email address.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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