Help with Email for someone with Dementia

Question

Hi All - Advice needed as I am struggling to get any help from the automated voice recording or the normal process.

in brief my Grandad is 86 and struggling to remember much, this includes his emails and passwords. He is getting charged by Three for a phone and tablet which he isnt using and basically they are unwilling to assist if he cant give them the code thats emailed to them. This is the tricky part, the email we think is registered my grandad cant remember the password. The recovery emails *(Mine from 15 years ago) are no longer active. I have tried the recovery process with no joy as he cant answer half the questions.

I have tried calling to speak to someone, but getting past the AI automated machines is beyond difficult!

Any advice on how I can get either my recovery email changed, his password reset?

Thanks

Answer 1

Unfortunately, the only way to regain access is to use a working verification method (such as the verification email/phone/authenticator) or successfully complete the Microsoft account recovery form.

Please note that account recovery can only be completed by the account owner. I understand this may be a special situation, but support agents can’t bypass verification or override Microsoft security policies. If the account owner cannot complete recovery and access is required due to legal circumstances, it would need to be handled through the appropriate legal process, since support can’t violate Microsoft policies.