Almost a year ago I bought a new laptop for my wife. During first-time start I had to create a Microsoft account to continue, so I created a <name>@outlook.com account and continued with the startup. My wife uses Gmail so never used that outlook account for email.
Now, almost a year later, the laptop started and showed a bitlocker-screen, requesting a bitlocker key. I don't have that key and discovered that it is stored in that created outlook account. Tried to login there, but could not remember the password! Stupid, but, well, never used it anymore...
After too many tries now the account is locked. I requested a password reset and had to fill in as much as I can. But it asks for previously used passwords, but never changed the password, so nothing to enter. It asks for email adresses and subjects to which you send a mail. Again, never sent a mail so nothing to enter.
The result is that the password-reset request is rejected (by email), as I did not enter enough information. I cannot reply to this received email, and there is no other way to reach Microsoft support. Even when calling their support phone, I end up in a response that I should go to help.microsoft.com.
I can reset the laptop, but without the recovery key I can only do a full reset, losing all data.
I had a web-chat with a microsoft support engineer, but he could not help me to reset the password or retrieve the bitlocker-key.
Is there anybody reading this that can help me to get in contact with a real support person?
The fact that my request is rejected seems dubious:
Never sent a mail could be verified. Never changed the password could be verified.
And first of all: Why did I suddenly have to enter the bitlocker recovery key? Due to a windows update?