Password reset

Question

Bought a laptop for one of the kids for Christmas and setup an email and password. None of us can remember the password and every time i go to reset it, it's supposed to send an confirmation code to my email (one I've had for years and is the backup email or w.e it's called for recovery for their email) but i never receive these emails and now cant reset the password on the email and now the kids cant log into a lot of account b.c they cant log into the email to verify anything. I thought i reset it once but instead it reset the password to my email and not theirs so i had to go back and change my password b.c it reset that password even though that wasn't the email i was trying to reset.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Did you check your Junk or Spam email folders to see if the verification code emails from Microsoft ended up there?

Here’s what you can try:

• Connect your device to a different Wi‑Fi network, such as a mobile data network.
• Open an incognito/private browsing tab in any web browser.
• Copy and paste this link into the browser: https://account.live.com/ResetPassword.aspx
• Enter your child's email address. (not yours)

The verification code to reset your child's account will be sent to your email address.

Check if the verification code is received on the Outlook app you are signed into. Also, check your Junk or Spam folders to see if the code was delivered there.

For reference, see:

Troubleshoot Microsoft verification code issues

If the code still doesn’t arrive and you don’t have any other methods to verify your child’s identity, wait 24 hours and then try again. If the issue continues, you will have to try the account recovery form here:

https://account.live.com/acsr

Answer 2

It sounds like you're having trouble resetting the password for your child's email account due to not receiving the confirmation code. Here are some steps you can take to resolve the issue:

1. Check Spam/Junk Folder: Sometimes, the confirmation emails can end up in the spam or junk folder. Make sure to check there.
2. Use the Recovery Form: If you can't access the confirmation code via email, you can try using the official recovery form at account.live.com/acsr. Make sure to provide as much accurate information as possible to verify ownership of the account.
3. Alternative Recovery Options: If you have two-step verification enabled, ensure you have access to at least one of the recovery methods (like a phone number or another email). If you don’t have access to any of these, look for an option that says "I don’t have any of these" during the recovery process, which may trigger an alternative recovery method.
4. Contact Microsoft Support: If none of the above methods work, you can contact Microsoft Support for further assistance. You can find contact options on the Microsoft support page.
5. Secure Your Accounts: If you suspect unauthorized access to any of your accounts, it's a good idea to change passwords on other linked accounts and run antivirus scans on your devices.

These steps should help you regain access to the email account and reset the password successfully.

---

References:

• Can't sign in to my email - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A