Helping people with computers... one answer at a time.
People ask every day how they can reach someone at Microsoft to help with Hotmail problems. You can't phone, but there is now on-line help for Hotmail.
This is a question I get a lot. And what's interesting is that the answer keeps changing.
Things are getting better, but it still feels like we're dealing with variations on the theme of "no".
Of late, however, there's a little hope.
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Once again I have to be very, very clear: there is no telephone support for Hotmail. Seriously, it's on the Windows Live Help site:
"We don't offer any direct phone or email support for Windows Live Hotmail."
But the good news in that statement is that there's a Windows Live Help site.
That's new.
The Windows Live Help Solutions Center is currently your only official support resource for Windows Live Hotmail. If you're attempting to contact Microsoft, this is your only resource.
Don't expect hand-holding.
The site focuses on two approaches to support:
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Self-help: in the form of online documentation and tools that you can use to learn more and occasionally even fix your own problems. What to do if you think your account has been stolen is a great example of an article that walks you through the steps, and online tools, that in some cases can restore a stolen or lost account.
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Peer-to-peer help: aka discussion forums. The primary means of disseminating information is in what boils down to a open discussion forum. Now the good news here is that there are in fact Microsoft personnel who are interacting on the board. They'll frequently answer questions, point you at the answers elsewhere on the site. It's unclear how quickly or reliably they respond, but it's most definitely a start.
One of the things I'll reiterate is simply this: use search. Clearly, the vast majority of questions being asked on the site have already been answered elsewhere on the site. It's very much like Ask Leo! in that way.
If you take a few minutes to learn about and exercise the search capability of the site, read the existing answers and the existing discussions posted by other users, there's a very good chance you can get your Hotmail question answered without having to wait for anyone.
Article C3689 - March 25, 2009 « »
Leo A. Notenboom has been playing with computers since he
was required to take a programming class in 1976. An 18 year career as a programmer at Microsoft soon followed.
After "retiring" in 2001, Leo started Ask Leo! in 2003 as a place for answers
to common computer and technical questions. More about Leo.
May 17, 2010 11:50 PM
I've tried logging into my account. I used my password and hotmail stated that I'm using the incorrect password. I pray I can get into my account as I have a lot of information on my email account. I find it very surprising that Windows live Hotmail does not have a direct phone number to give customers for issues like this.
for fother info please contact me on this address. [email address removed]
Regd.
Zuhaib Saddique
May 20, 2010 11:28 AM
To whom it may concern:
I have been blocked out of my email account: [email address removed] and do not know the answer to my secret question and do not have an alternative email address in the account as it was set up nearly 10 years ago. I have gone to the Windows Live ID Help – Account Validation and Password Reset Information and I was told it would take 24 hours for someone to get back to me but it has been over 4 days now and no one has got bck to me. There is obviously something wrong with is system and the distree that I am facing as a result will have to make me take further action as I need some results that were sent to this account.
Please can I have some kind of response to this feedback.
Thanks
Second: it sounds like you've taken all the appropriate steps that I am aware of. I know of nothing more that you can do.
Third: in my opinion it's very likely that you will not regain access to your account. I know of nothing more than you can do.
Finally: this is why I continually rail against using free email accounts for anything important. You get what you paid for. Based on the questions I get it appears to me that your experience appears to be typical. Customer service is minimal at best. Anything you keep only in a free email runs the real risk of being lost forever and without warning.
21-May-2010
May 20, 2010 3:13 PM
Toyin im in the same boat with two of my accounts, please let me know what action if any they have taken with your issue?
May 21, 2010 9:28 AM
some1 has hacked into my hotmail account to msn messenger account by deleting contacts to disabling inbox meaning cant access new messages unless if its an error by hotmail themselves.lets hope it just is an error by them.what need is some1 to tell me who has done this.
May 21, 2010 9:34 AM
To be clear:
• If you have lost access to your account, I cannot help you. I am not Hotmail, I do not have access to anything that would allow me to help you in any way.
• Visit the Windows Live Help Solution Center as discussed in the article above. You may get some help there. You may not.
And to repeat myself for the too-many'th time: this is why I continually rail against using free email accounts for anything important. You get what you pay for. Anything you keep only in a free email runs the very real risk of being lost forever and without warning.
21-May-2010