Hi,

Why can I login to my email account on Outlook.com but not on Windows Live Mail 2012 on my laptop? What does this scenario point to as to what the problem might be?

I've had this problem since last Sunday on a Hotmail account I've had since 2005 and I've spent a week posting here on MS Community -- a moderator sent me a private message on y original question posting on this issue, I replied and I have had no response since except from other users who have the same problem.

I opened a support ticket and I've been back and forth with a different support person each time and each time they ask me to restate my issue all over again -- even though the whole history of the issue is in the ticket.  Each one tells me to do the same thing and I keep telling them I've done all of it but can't get any further. They asked me to fill in a questionnaire so they could verify the account is mine but when I fill it in and press submit -- nothing happens.  I asked them if I could give them the answers directly into the support ticket as it's meant to be a secure area but I've heard nothing back.

Another user who had the same problem as me managed to fix the issue but removing the email account in Windows Live Mail locally on their PC and add it back in and use their current password and it worked for them.  I tried this but unfortunately it has not worked for me and now all my emails that I had  downloaded up to the time I started having issue are gone as well as my contacts from my laptop (but still on the outlook server).

I've spent all week so far on support tickets and trying to get someone to help but I'm not further along than I was last Sunday when it starting happening. I have three other email accounts (2 Hotmail and 1 Live) linked together in Windows Live Mail 2012 and the others work fine.

My email account exists -- as I can access it on Outlook.com so it's not that I'm using a none existent address.

Can anyone tell me why I can log on to the affected account on Outlook.com but not on my laptop? Windows Live Mail doesn't recognise the password no matter how many times I've tried to reset it.  Now, since I can still log in on outlook I don't want to try resetting it again in case something goes wrong and I end up not being able to login to it even on outlook.com. If the password is recognised by OUtlook.com surely it is a valid password and something is wrong at the Windows Live Mail end -- but what?!

I'M VERY FRUSTRATED AND...I'm getting really desperate!!

I'd appreciate if someone could help cut through all the back and forth and gave me some meaningful feedback on what the problem might be and how to fix it....please.

P.S. If you're a moderator and you respond with a private message can you please include instructions on how to retrieve the private message as I don't seem to have a private message tab on my profile.