I need help logging in

Question

I’m trying to access my grandmas email and she can’t log in or figure out her password we know the email but every time we go through the process of the account recovery it always says there’s not enough information but I’m putting in as much as I know when she tells me we just don’t have the password and the email that the original email is connected to we don’t have access to that one either to get the code so if you could help that would be great

Answer 1

Dear michael j5,

Thanks for using Microsoft products and posting in the community. 

I understand that you are trying to recover your account and that this is causing you distress, I understand how you feel. I would love to help you with your account recovery, however, the Microsoft account recovery process is handled by a fully automated server that we do not have access to in the Microsoft Community, so I apologize for the inconvenience this issue has caused you.

Microsoft takes account security and privacy very seriously, and the meticulous account recovery process is designed to protect customers' personal information from malicious activity.

Honestly, you might want to prepare yourself for the possibility that the account won't be recoverable. I don't want to discourage you, but I want to make sure you don't invest too much time and effort. Let me explain the difficulties you may have in recovering your account.

First of all, the account recovery form itself is hard to get through. As a last resort when you have forgotten your password and there is no available method of verification, the form requires identifying evidence, such as advanced information about account or payment information. It is important to understand that account recovery requires you to provide some information to prove that you are the account owner. Otherwise, it cannot be completed. If someone can access an account knowing only their username and nothing else, that can be disastrous for all users.

Based on your description, you filled out the recovery form, but you were unable to provide enough information to recover your account.

You can try to fill out the recovery form again, and you can fill out the recovery form twice a day. When filling out the recovery form, you need information about your recent email, and if you have a friend who has sent a recent email, you can ask your friend to provide you with the specific information of the email. If you've purchased a Microsoft product, you can find and provide the appropriate order information. Then fill out the recovery form with as much detail and accuracy as possible to help you recover your account.

You can fill out the following form: https://account.live.com/acsr 

For more information about help with the Microsoft account recovery form, see the following links: Help with the Microsoft account recovery form - Microsoft Support

Since there will be account privacy information involved, but the community team has limited tools and access to account information, you can try contacting customer support for their help:

1. Open the website: Contact - Microsoft Support
2. Enter MSA in the box below "We're here for you", click "Get Help", and then click "Contact Customer Support" below, (this status must be logged in to your Microsoft account, if you haven't logged in, you can follow step 3)
3. In this section, you need to sign in to your personal Microsoft account

Note: You canonly log in with your personal MSA, and you can't display the correct content when you log in with your company account. If the account cannot be logged in, you can use another account or create a new account to execute;

4. Select "Other Products" in Products & Services, select "Manage Account Security" as a category, and click Confirm
5. You can select "Chat in a web browser and support specialist" to enter the chat window.

Please contact support during business hours.

Thank you for your patience and support.

Have a great day.

Best Regards,

Linda.L-MSFT | Microsoft Community Support Specialist