Hello,

I am quite angry and frustrated with a situation I find myself in. In part this situation has arisen due to the absolute flawed system you seem to have implemented with regard to registering / accessing MS accounts.

I recently bought a Windows Mobile Phone 8.1, specifically to test a game development project that is due to be released in the next few weeks.  I registered the phone with a newly created Hotmail account.
After a few weeks of having the phone I then decided to go ahead and unlock the phone for development.
I downloaded the various tools needed, however when I try to login .. Its saying that I have entered the password incorrectly too many times so my account has been locked out.  I then tried the "reset password" option, however you are asking me a security question that as far as I recall was NEVER asked of me when I originally signed up on my phone with the new Hotmail account. So I can not reset the password. You have a 3rd option, with many more security questions one of these is Name your favorite Pet , which the 2nd option had already asked me, and as explained I was never asked this when initially setting up the account.  I tried to navigate to MS help/support areas online, however to my utter shock and horror I see you need to login to even seek any sort of support or help.

I then tried to create a new hotmail account specifically to gain access to MS help/support. So i created the account, verified my email.. then attempted to login for the "FIRST TIME".... like before its saying I can not log in because I have entered the password in too many times, and my account has been locked. How is this possible? I just created the account and only attempted to log into it once... I must also note that at no point of signing up the 2nd time where any security questions asked like to enter my fave dogs name.

Now you leave me in a particularly difficult situation. I have 2 hotmail accounts that are locked, I have a phone that is potentially useless now because its associated with one of those locked accounts.  I cant create a new account because it just seems to automatically lock me out. I can not seek help or support because my 2 accounts have been locked.


I am also very concerend that my brand new nokia lumia 930 is effectivly useless beacuse I will not be able to access many of the services there since the account associated with the phone is locked out.

On top of all that, I am desperately trying to release a game onto your Store, however every step of that process you seem to be putting up obstacles in the way, yet from what I am reading you seem to be desperate to get more devs on board. The impression you leave me is confusing, on one hand you are crying out for more devs to support your store/phones, yet you are making virtually impossible for that to happen. We (the team im working with) are very close to abandoning our release onto the windows store for a variety of reasons, some of which I have already mentioned.


First of all I need access back to my hotmail account as soon as humanly possible.. the original account that is associated with my phone.. this needs to happen very promptly.

Here are some details

The original account I set up was
tuppy@hotmail.com

the 2nd account i tried to set up today solely to access MS help/support is
tuppy2@hotmail.com

I did not want to email you my password to prove I am who I am, however I can provide any additional information such as password and other registration details to an official member of staff


as far as the "pet name" question that you are prompting me to enter. and I am 99.9% sure was never asked of my when setting up the first original account, could be either Yuki, Zak, Mr.Z, or Odie...  those are the dogs I have had over the last few years.

Also just on final note.. my new phone is not yet set up on any phone network, as the whole reason I got it was to test development projects for YOUR store.


I am  extremely disappointed in the whole system you have implemented here.
I am highly frustrated and angry with this situation.

May I also please request that this issue is sorted out asap,  our game is due to be released in 2 weeks or so and as things stand now... the game will not be released for Windows Mobile simply due to the fact you have locked me out.

Time is of the essence here.


my email as mentioned is info@fractalscapes.net .. can you please get a member of staff to contact me as soon as possible.
Regards..