Share via

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

ROCK 1 Reputation point
2020-12-16T09:51:45.57+00:00

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.
2,981 questions
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Karlie Weng 19,101 Reputation points Microsoft Vendor
    2020-12-17T07:34:13.467+00:00

    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.
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    Best Regards
    Karlie

    0 comments
  2. Reza-Ameri 17,011 Reputation points
    2020-12-22T16:39:46.347+00:00

    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?

Your answer

Answers can be marked as Accepted Answers by the question author, which helps users to know the answer solved the author's problem.