Password reset for my daughter email is not working

Question

Hello, I need help with resetting my daughters outlook account. I can enter in my email and get the verification code. when I enter in her information I either get "not enough info" or my request was denied. I need more support with how to get her password reset. - Thank you

Answer 1

Hi mandy murray

I’m sorry you’re dealing with this. From what you described, you can reach the verification step for your daughter’s Outlook.com account, but after entering the information, the process ends with "not enough info" or "request denied".

I can see the Q&A Assist reply already covered the standard password reset and account recovery form paths. Have you already tried those steps? If yes, what happened? Please also let me know whether your daughter still have access to any existing sign-in or verification method on that account (for example, a trusted browser/device, backup email, or authenticator?)

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

Meanwhile, please try to fill out the Microsoft Account Recovery form (ACSR) with maximum details:

Even if you already tried, Microsoft allows retrying recovery and provides guidance to increase success:

• Go to: https://account.live.com/acsr
• Enter your daughter's email and an alternate email where Microsoft can contact.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

Microsoft’s recovery guidance also states that if two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot bypass that protection.

Looking forward to your updates so I can assist further. I truly appreciate your time and understanding.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

Follow these steps to improve the chances of successfully resetting the Outlook (Microsoft) account password for the child account:

1. Use the official password reset flow
   • Go to the Microsoft account sign-in page for the daughter’s account.
   • Enter her email address and select Next.
   • On the Enter password screen, select Forgotten your password? or use Reset password:
     • Reset password
2. Verify identity using available security info
   • Choose one of the verification options shown (phone, email, etc.).
   • If a verification option is available, select it and choose Next.
   • Retype the first part of the email address or the last four digits of the phone number that are hinted.
   • Select Get code, retrieve the code from that email/phone, then enter it and select Next.
   • After the code is accepted, set a new password and select Next to finish.
3. If there is no usable verification option
   • If no verification options are shown, or none can be accessed, use the Sign-in Helper tool:
     • Sign-in Helper tool
   • This tool is specifically recommended when:
     • The password is known but stopped working, or
     • The username/password are not recognized, or
     • Verification options are missing or unfamiliar.
4. When the reset keeps failing with “not enough info” or “request denied”
   • Use the Microsoft account recovery form and fill it out as completely and accurately as possible:
     • Start from the guidance in Help with the Microsoft account recovery form.
   • Before filling the form:
     • Ensure access to a separate, working email address (this can be the parent’s email). This is where Microsoft will send updates about the recovery request.
   • In the form, provide as many details as possible that only the real owner would know (for example, previous passwords, contacts, subject lines, folder names, etc.), as described in the recovery-form guidance.
   • Submit from a device and location that are normally used to access the daughter’s account to improve the success rate.
5. If two-step verification is turned on
   • If two-step verification is enabled on the daughter’s account and none of the second-factor methods (phone, email, authenticator) are accessible, support agents cannot bypass or disable 2-step verification. In that case, only successful completion of the automated recovery process can restore access.
6. If the username or password “stopped working”
   • If the account details used to work and now do not, follow the steps in My username and password have stopped working:
     • Use Recover your account at https://account.live.com/password/reset.
     • Enter the daughter’s email address, phone number, or Skype name.
     • Choose where to get the security code, select Next, then Send code, enter the code, and set a new password.
   • If the message “We couldn’t find an account with that username” appears, try any other alias or phone number associated with the account.
7. If still unsuccessful after multiple attempts
   • Wait at least 24 hours before submitting the recovery form again if rate limits or lockouts are reached.
   • Each new attempt should include any additional accurate details that may not have been provided previously.

If all recovery options and the form continue to fail, the automated system has not received enough matching information to confirm ownership, and the account cannot be reset or accessed.

---

References:

• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• Help with the Microsoft account recovery form
• My username and password have stopped working
• Unable to change password in my Outlook - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A