Account Recovery

Question

Hi,

I have a family member when they login to their computer it asks for their pin, he puts in his pin and it doesn't recognize it. When I try to login and say forget password, it says to send the code to the email or I have the code, I select I don't have any of these and then it takes me to the recover your account page. I put his email address then I enter my email address for the second one, once I get the code I enter it then I answer the questions for retrieving his account and it denies me access. He doesn't know his password, I have tried past passwords but nothing worked. Now his account his lock, I can't enter my email for the code to be sent to me because that is now locked as well for 24 hours.

Answer 1

Hello,

Have you attempted using the Microsoft Account Sign-in Helper which can help identify the issue and provide available support options?

Reference article: Account has been locked - Microsoft Support

Here's a similar thread you may refer to How to Reset & Recover Microsoft Account - Microsoft Community

We would also suggest you could post this issue in Results in Windows - Microsoft Community with product Windows / Windows 11 / Accounts, profiles, and login selected, here will be a dedicated engineer to provide you with a professional and effective reply.