Having issues resetting password

Question

I have been trying to reset password for days, it has me press and hold the button and it just keeps going and going.

The computer folks tried and tried to help and they were unable to help fix either.

I need to have help from microsoft please

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.  

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Hi rmkephart KEPHART

I understand you’re trying to reset your Outlook.com password, but the “press and hold the button” verification keeps looping and never completes. Have you tried the AI given steps? Please also:

1) Switch verification methods

On the reset screen, select Try another verification method. If you don’t see an option that works (or it continues looping), proceed via the web-based recovery options. Please also try recovery options from the password reset page.

2) Use the Microsoft account recovery form (web)

• If the reset flow can’t complete verification, fill in the Microsoft account recovery form (ACSR) in a browser, fill in as much information as possible.
• Guide : Help with the Microsoft account recovery form - Microsoft Support

3) If recovery is rejected

• If your recovery request isn’t granted, you can retry up to two times per day and should review the recovery-form tips before trying again.
• See: Account recovery unsuccessful - Microsoft Support

4) Reach out to Support immediately

When the form fails, please contact a live support agent so that your case can be further escalated:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box 
• Scroll down to the bottom > select Sign in to contact support 
• Log in to another available personal Microsoft account.  
• Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm. 
• Click "Chat with a support agent in your web browser" (during business hours)

Thank you for your understanding and time. I do hope that you can regain access back. Have a lovely day!

Answer 2

Follow these steps that match Outlook.com / Microsoft account password reset behavior:

1. Go through the standard password reset flow again:
   • Go to the Microsoft account sign‑in page for Outlook.com.
   • Enter the email address and when asked for the password, select Forgotten your password? or Forgot password?
   • If that window is closed, use this Reset password link and enter the account username, then select Next: Reset password.
2. Verify identity with a code instead of holding a button:
   • On the Verify your identity page, choose to receive a verification code by text or email (whichever is listed and accessible).
   • If no option appears, or the options are wrong or inaccessible, use the sign‑in helper tool mentioned in the article:
     • If no verification option is available or accessible: use this sign-in helper tool.
     • If the phone/email options shown are not recognized: use this sign-in helper tool.
   • Enter the code received and continue.
3. Set a new password:
   • After verification, type a new password and confirm it in Re-enter password, then finish.
   • If an error appears that the password is too weak or not allowed, choose a stronger password and try again.
4. If the account or username is not recognized:
   • Carefully check spelling and domain (for example, .com vs .co.uk, or similar names like rachel vs rachael).
   • If the message "The Microsoft account you've entered does not exist" or "We couldn't find an account with that username" appears even after checking, follow the guidance in My username and password have stopped working and, if still blocked, use Contact support there to reach a support advocate.
5. If the reset process loops or never completes:
   • Try again in a private/incognito browser window or a different browser.
   • If possible, try from a different network (for example, mobile data instead of home Wi‑Fi).
   • If repeated attempts fail or the device prompt (press/hold button) never finishes, use the Account recovery form from a familiar device and location:
     • Account recovery form
   • Fill it out with as much accurate information as possible.
6. If two‑step verification is turned on and none of the verification methods work:
   • If two‑step verification is enabled and no alternate verification method is accessible, support agents cannot override or bypass it for security reasons.
   • If two‑step verification is not enabled and the verification options are wrong, use the Sign-in Helper tool: Sign-in Helper.
7. To get direct Microsoft support:
   • If still locked out after following the above and the account is recognized, use the Contact support option in the My username and password have stopped working article to reach Microsoft support and explain that the password reset flow is stuck on the device/button step.

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References:

• Reset a forgotten Microsoft account password
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Unable to change password in my Outlook - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A