Locked out of outlook account and need help unlocking and giving new password reset

Question

Hi. I am emailing on behalf of my partner as he has locked himself out his outlook.

His email is ******@hotmail.co.uk

He has 2 way authentication on his account, but due to a phone upgrade he needed to re sign into his outlook and authenticator app. But couldn't remember his password and locked his account. He has tried to verify via text message but gets the following 'That verification method isnt working right now. Please try another method'

Also had the below from an attempted reset,

Hi ,

 

Account resets are handled through a single secure process as Microsoft takes the security and privacy of our customers very seriously.  

 

Be persistent and keep trying to recover your account.  Each time you try, you may remember new details that will help the automated recovery program validate you as the true owner of the account https://account.live.com/resetpassword.aspx. 

 

If you are unable to recover the account, consider creating a new account https://support.microsoft.com/en-us/products/microsoft-account. 

For additional information https://support.microsoft.com/en-us/help/12429/microsoft-account-sign-in-cant.

 

This ticket will now be closed. If you have any further questions or concerns, please feel free to submit a new request.

 

Kindly,

Rio

Microsoft Online Safety

He has some important emails he needs to access and is desperately trying to gain access. Can someone contact him on ******@frazersolutions.co.uk or even better, arrange to call him to help him sort this. He has had links to reset etc. and has also tried alternative ways to access his account or password reset and nothing works. If you can come back ASAP please as this has been nearly a whole week now.

Thank you

Answer 1

Hi! Unfortunately, in this situation, Microsoft support agents are unable to assist directly. They will inform you that you must successfully complete the account recovery form in order to regain access.

If two-step verification is enabled, the only way is to have access to one of the verification methods registered on your account. In this case, choose the option to use another verification method and try any others you have available. If you don’t have any, select that option anyway, this will take you to the request for the recovery code the system gave you (which you were asked to keep in a safe place) when you enabled two-step verification. If you don’t have that either, choose that option and you’ll likely be given the option to add a verification method in 30 days.

Answer 2

Do you have a contact number i can speak to someone please?