My hotmail email address has disappeared

Hello Nick Harper,

Thank you for reaching out to Microsoft Q&A Forum. I understand how stressful it is to lose access to an account with important health-related emails.

Before we go any further, can you please confirm the exact message you see when trying to sign in with your Hotmail address?

In the meantime, you can try the following steps:

1. First, check whether the Hotmail account still exists

• In Outlook on the web, enter your full Hotmail address manually and click Next.
• Watch the message you get:
  • If it says something like "that account doesn't exist" or "We couldn't find an account with that username", that means the system no longer has an active account with that address.
  • If it accepts the address and asks for a password or sends a code, follow the prompts to reset the password and sign in. Check if you can sign in anywhere (web, old phone, Mail app, etc.), immediately: copy / download the important health emails, then add a backup email/ phone number under Security tab > Manage how you sign in

2. If you can't sign in at all, try the Account Recovery Form (ACSR)

• Submit the official recovery form via https://account.live.com/acsr   
• Enter your Hotmail email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support

3. Prevent getting stuck in loops

• Clear your browser cache/cookies before starting recovery process
• Use a different browser/ network or try in incognito mode

4. If recovery form fails, contact Microsoft Support directly

If the form doesn’t work or you need urgent help, please reach out directly to Contact - Microsoft Support

• Search for "Account Recovery" in the search box.    
• Click "Get Help" and press Enter, then scroll to the bottom and select "Contact Support”.    
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.     
• Please note that The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further.
• You can also see this step-by-step guide: Contact Support

For more details, you can see: Add or remove an email alias in Outlook.com - Microsoft Support

Thank you for your understanding and patience. Feel free to let me know how it goes and which steps you've already tried.

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