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Password recovery email no longer valid - HELP.

Caroline Woolf 0 Reputation points
2026-03-18T15:34:37.93+00:00

Dear Sir/Madam

My 89 year old mother has been trying to access her email for months and months.  ******@HOTMAIL.COM

The account has been blocked for months as she couldn't remember her password.  The recovery email linked to the account is no longer valid (******@accenture.com).  There is no mobile number linked to her account.

I am her daughter trying desperately to help her - we know the contacts in her account but this isn't enough.

We have tried everything online, but can't rest her password as the recovery email is no longer valid.

Can you please help us?

Regards

Caroline

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  1. Arlene D 36,045 Reputation points Independent Advisor
    2026-03-18T16:46:32.46+00:00

    Hi,

    Have you already submitted the recovery form and received a result?

    Use the account recovery form at https://account.live.com/acsr. Enter the email and provide as much correct info as possible like old passwords, contacts, and recent email subjects, then submit from a familiar device. If the details match, access is restored. If not, access cannot be granted for security reasons, so try again with more accurate info or create a new account.

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