Hi there,
Hoping you can help me (my dad) out as we're in a bit of a pickle with his outlook (email account).
I'll be as descriptive as I can, but around 4 days ago, my dad noticed some odd looking messages on his account, but didn't realise understand what he was seeing (he's 70 and not the best when it comes to technology!).
Skip ahead to now, and he's been completely locked out of his Outlook/Microsoft account due to suspicious activity. We have tried to recover his account, but unfortunately, he no longer has access to the linked phone number and each time we have completed the recovery form, we get an email about 30-60 seconds later saying the following:
"Unfortunately, our automated system has determined that the information you provided was not sufficient for us to validate your account ownership"
We're putting as much information as we can do, in terms of linked accounts (skype account) recent emails sent and subjects; however, it seesms we're not getting past the initial automated check that's done on your end. I spoke to a MS guy on live chat who indicated this likely means we're getting the basic information wrong. My guess is on the first page of the form where it requests name/dob/fathers middle name etc. that we're getting some part of that information wrong.
I should have added that this account is likely 15+ years old and was created during the hotmail days, so trying to remember this information is causing problems and leads me to think we may have put incorrect information down when the account was created, but we obviously do not know whether that is the case.
He does know his current password and this is apparent as when we enter it we get the 'your account has been locked for suspicious acitivty' message which we then get sent down the rabbit whole of trying to recover the account, but for all the reasons mentioned above, this isn't possible. I had read that because we do know the current password we can reset his securty information; whilst this would take 30 days after that point we should be able to point his number to his current phone, is this an option? - I haven't been able to find a clear answer how to do this online so any help would be greatly appreciate.
He's pretty stressed right now at the thought of not being able to get back into his only email account of 15 years plus. I appreciate we have not helped ourselves in this situation and should have set up authenticate, but it's just not something we had gotten around to and I didn't realise my dad had not been prompted to update his securty details etc.
I really would appreciate any help you're able to provide.
Thanks in advance.
Moved from Outlook / Windows / Classic Outlook for Windows / For home
Hi Josh,
I understand the importance and sentimental values that this account you father has. It's undeniable that the automated account recovery process is kind of painful considering that everything is handled by the server and no one in Microsoft has manual access to it.
When the account is detected for suspicious activity, the server will lock the account and requires you to verify your identity by sending the verification code to the alternate security information on the account. In some instance where you can't prove your identity due to the outdated security information like old phone number or email, yet you are certain what your password is you can still replace your outdated security information by clicking the "
I don't have any of these
" option. Oce you've selected that, it will give you an opportunity to update the phone number or email address on the account. However, you are indeed right that the security changed will take up to 30 days to take effect.
When
all
security info is removed from a Microsoft account, the account is put into a restricted state for 30-days. While we understand this 30-day period might be frustrating, this is done to protect and alert you in case the security info was removed by someone who had unauthorized access to your account. We'll send notifications during the 30-days to the original security info, which could be a phone number or email address. These notifications are sent to alert you that changes were made to your security info. See:
“Your security info change is still pending” or “You can’t access this site right now” Microsoft account message - Microsoft Support
After the 30-day time frame, your dad should be able to recover his account and continue using his email. It's important to note that this process is not made to restrict your dad from signing to his account. This was designed to protect his account and information from any abuse or security threats.
I hope this answers your question. Do let me know if you have questions or clarification.
Sincerely,
Froilance T.
Microsoft Moderator
Hi Froilance,
Thank you so much for the detailed response, it is greatly appreciated.
In reference to the above process for changing security information I think we must be doing something slightly wrong as we end up being directed to the recovery form. For clarity the steps we're taking:
Attempt to login to microsft using current email and password
The following message appears:
"We have detected unusual activity on your Microsoft account j********@hotmail.co.uk, or believe your credentials are at risk.
For your security and to ensure that only you have access to your account, we will ask you to verify your identity and change your password."
3. Only option is to then click on the 'Verify' button
Select 'I don't have these anymore' in reference to phone number that is listed.
Click 'Verify Online' only option available which then opens up the recovery form.
At this point the only option is to start the recovery form I can't see anything relating to changing the security details.
For clarity, the form that appears first asks me to put in my dads email, then that of a secondary email to send a security code (it's defnitely the start of the account recovery form.
We also know that the password is correct as when we enter an incorrect password, we get the standard incorrect password error you'd expect.
Perhaps I'm doing something wrong, or trying to log on in the wrong area, appreciate any additional support.
Many thanks,
Hi Josh,
Thanks for the prompt response! Have you tried using a different device or a different browser to cee if the issue persists? Also, please try using an InPrivate or Incognito browser to see if it helps. Consider clearing your browser cache and cookies as well.
You can also share to us a screenshot or video of the issue you're experiencing through here:
Private Messages - Microsoft Community
Sincerely,
Froilance T.
Microsoft Moderator
Hi Froilance,
Unfortunately, same outcome regardless of device/browser it keeps taking us to the recovery form.
Interestingly, it was my dad who first mentioned the 30 day security reset to me as when this all initially happened a couple of days back, he did actually get this message; however, he didn't want to be locked out so called me instead.
Since that initial message, we have not seen it again seen since and just get taken to the recovery form. For clarity, I have tried on Chrome, Edge, Firefox all in private windows and deleted the cache. Tried on multiple devices as well.
Very odd indeed, perhaps there is another way to force that option as we don't really have any other choice right now as I understand it the 30 day security reset is our only option?
Thanks again.
Hi Josh,
My apologies as I missed your last message. Yes, the 30-day security reset is going to be your option if it will give you an opportunity to change a security information. However, in your dad's case, the server only offers to recover your dad's account instead of giving the option to change security information. I'm afraid your dad's account might be compromised the reason why the system requested him to verify the account through the linked security information which he didn't have access to.
I'm just wondering, if your dad using a Virtual Private Network (VPN) or not. Or if his account was being exposed to unsafe sites or accidentally clicked on online adds or pop ups while surfing online. It's actually possible that someone might try to access his account, or if in case he's using a VPN, it possibly triggers the Microsoft Security protocol requiring him to verify his account for security. I hope this isn't the case.
For now, I would suggest your dad to try submitting and recovery form for him to reset his password. The recovery form allows him to prove that he is the owner of the account. Be sure to provide accurate information. He can answer as many questions as possible as thoroughly as possible. When he come up with a question that allows him to "add more," fill in as much information as possible. You also have the option to submit a form at least twice daily.
You can also fill out the form here:
Recover your account (live.com)
Please let me know if you have questions.
Sincerely,
Froilance T
Microsoft moderator
