Forum Discussion
Locked out of my outlook mail
I have been hacked and need to get my phone cleaned for viruses. That said, I can log I to my Microsoft account under Suzanne_felton64, but cannot access my email through there. I use Mail not the separate program Outlook. When I go into Microsoft emails, it lists Outlook under Hotmail!!! Nothing I can do will unlock this email. I am now locked out for too many tries. It said to try again today, but same thing. I’m afraid the hack has installed a program on my phone to lock me out. I’m afraid to logout of the main Microsoft account as I’m afraid I can’t get back in. I need to be able to restore my phone once it’s cleaned.
1. Check the status of your account
Visit the Microsoft Account Security page to see if there are any unusual logins or security alerts.
If the account is temporarily locked, you will usually be prompted to verify your identity via text message or alternate email.
2. Reset Password
Access the Microsoft Password Reset page.
Enter your Outlook email address and select “I forgot my password”.
Follow the prompts to verify via text message, alternate email, or security question.
Set a new password and log back in.
3. Corporate/School Account Issues
If it is a corporate or school mailbox, please contact your IT administrator to confirm:
Whether the account has been manually disabled.
Whether a security policy has been triggered (e.g., offsite login).
The administrator can check and unlock the account in the Azure AD portal.
4. Clear the cache or change the login method
Browser issues:
Clear the cache (Ctrl + Shift + Del) or try Trace Free Mode.
Switch to another browser (e.g. Edge, Chrome).
Problems with Outlook client:
Delete and re-add the account:
Open Outlook → File → Account Settings → Delete Account → Sign in again.
5. Check for theft
Access the Microsoft account security page:
View recent login activity (unusual IP address?). Remove unrecognized devices.
Remove unrecognized devices.
Enable two-step verification (if not already enabled).
6. Contact Microsoft Support at
If the above does not work:
Visit the Microsoft Support page to submit a request.
Provide information about your account (such as old passwords, bundled phone numbers, etc.) to expedite recovery.
