Dificulty recovering user microsoft account after reload crash. Landline Phone listed as cell. tried using another email.

ROCK 1 Reputation point

An 82 year old user had a crash or power outage while putting his password in after system reset.

Now Microsoft wont recognize his password and the phone issue doesnt allow him to get a text message for resetting his password. WE tried to use my email to reset with the code but after putting in his information sans recent email titles but it said the reset had exceeded the number of tries. He could not remember any email titles or content because it has been several weeks and he had not sent an email for several months.

He uses his computer to pay bills. I'ts going on the 4th week. He is desperate.

I need a way to recover or a work around.

Windows 10 Security
Windows 10 Security
Windows 10: A Microsoft operating system that runs on personal computers and tablets.Security: The precautions taken to guard against crime, attack, sabotage, espionage, or another threat.
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  1. Karlie Weng 15,186 Reputation points Microsoft Vendor

    Hello @ROCK

    This is what I find:

    If you still cannot access your account, please create a support case using our secure online form. This will help us protect the privacy of your personal data and provide you with the best personal support possible

    Contact Support

    This allows us to work with you in a secured environment. Click the error you need help with and fill out the requested details on the following page. Please note you’ll need to be signed in with a Microsoft account to access the form. If you are unable to access your primary account, you can use an alternate account (if you have one) or create a new one at https://signup.live.com.


    If the Answer is helpful, please click "Accept Answer" and upvote it.
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    Best Regards

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  2. Reza-Ameri 16,836 Reputation points

    Contacting support would be the best option.
    However, I am wonder what is the problem with sending message to the phone?
    Is there any error message or the user won't see the message?