Cannot recover a hotmail/outlook account.

Work through these checks in order, focusing on both the Outlook account and the verification-code delivery.

1. Check if the Outlook/Hotmail account itself is blocked or not signing in

• If the account can’t sign in anywhere (not just on the iPhone), use the Microsoft account sign-in helper and recovery tools:
  • If the password is forgotten, use the steps in Reset your password from the “I can’t sign in to my Microsoft account” article.
  • If the password is known but “stopped working,” use the Sign-in Helper tool as described in the same article.
  • If the username/email is in doubt, use Look up your Microsoft account.
• If verification codes are the main problem, follow the dedicated troubleshooting: Troubleshoot Microsoft verification code issues.

2. Troubleshoot not receiving verification codes Use the guidance from Troubleshoot Microsoft verification code issues:

• Confirm the code is being sent to a valid security method:
  • Codes can only go to the primary alias or an email/phone added as a way to verify sign-in.
  • VOIP numbers are not supported; ensure a mobile number is used.
• Check for blocks or rate limits:
  • Excessive or repetitive requests for codes can cause a temporary block where codes are not sent.
  • If there has been unusual activity or many attempts, wait at least 24 hours (up to several days) without further attempts so any temporary block can clear.
• Check the email side:
  • Look in the junk/spam folder for messages from @accountprotection.microsoft.com.
  • Mark @accountprotection.microsoft.com as a trusted sender.
• Check the phone side:
  • Ensure the phone is not blocking texts from unknown numbers.
  • Clear SMS inbox if it is full and verify the messaging app is working.
  • If in a region with limited Microsoft SMS functionality, delivery may be delayed or blocked; this usually resolves automatically.

3. If seeing “Try another verification method” or similar blocks If a message like “Try another verification method” appears:

• Try another verification method already on the account (for example, switch from SMS to alternate email, or vice versa).
• Try another network (switch between Wi‑Fi and cellular, or use a different Wi‑Fi network).
• Avoid repeated attempts; wait at least 24 hours before trying again, and up to a week if the block persists.
• Use the Sign-in Helper tool linked in the verification-code troubleshooting article to identify the specific sign-in issue and available options.

4. Use the Microsoft account recovery form if normal methods fail If none of the verification options work:

• Use the Account recovery form as described in Help with the Microsoft account recovery form:
  • Fill it out from a device and location previously used with this account (for example, the home PC or old iPhone) to improve recognition.
  • Provide a working alternate email (even a new Outlook.com account) where Microsoft can send updates about the recovery request.
• Important limitations:
  • If two-step verification was turned on and none of the alternate methods (phone, email, authenticator, recovery code) are accessible, support agents cannot override this or send reset links.
  • If two-step verification is not enabled and the verification options shown are not recognized, use the Sign-in Helper tool instead of the form.

5. If Outlook.com cannot send/receive email even after sign-in If sign-in succeeds but email still cannot be sent or received on the iPhone:

• Check Outlook.com account health:
  • Ensure Microsoft cloud storage and mailbox are not full; if full, email cannot be sent or received.
  • If the account is temporarily blocked due to unusual activity, follow the unblock steps referenced in the Outlook.com “Can’t send or receive email” article.
• If only the iPhone is affected:
  • Remove and re-add the Outlook account in the iOS Outlook app.
  • If the account is paired as an Exchange/Outlook account in iOS Mail, remove the account from iOS settings and add it again.

If all recovery attempts (codes, helper tool, recovery form) are exhausted and two-step verification is enabled with no accessible methods, the account cannot be recovered under the documented rules.

References:

• Troubleshoot Microsoft verification code issues
• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• My username and password have stopped working
• Can't send or receive email in Outlook.com