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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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I have put the wrong password in so many times that it keeps

Customer Question

I have put the wrong password ***** so many times that it keeps kicking me to this bs security questionnaire that expects me to remember the email addresses of some of my contacts. Of course l cannot remember any of them because the only way l knew them was to click on them and press send. This all started because they made me change my password ***** it needed a number and an upper case letter etc. l had the same password ***** years before this.
JA: When did you last reset your username and password?
Customer: l never reset user name only the password
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: laptop
JA: What troubleshooting have you tried?
Customer: l got as far as having a microsoft person on the phone and they came back to a phone # that l had registered with or something which is my ex girls # they gave me a case # ***** told me to get her to call them which l did and she said when she called they said there was nothing under that case #
JA: Anything else you want the email expert to know before I connect you?
Customer: i dont think so
Submitted: 12 days ago.
Category: Email
Expert:  michelleclive replied 12 days ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  michelleclive replied 12 days ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.
Let me know what email service are you using.

Customer: replied 12 days ago.
hotmail
Expert:  michelleclive replied 12 days ago.

do you have access to the recovery email and phone if i reset it for you.

Customer: replied 12 days ago.
Am l not already out $50 ?
Expert:  michelleclive replied 12 days ago.

you must be getting a remote assistance offer which is optional and its an additional service.

Customer: replied 12 days ago.
I would like to solve my problem not sign up for a monthly service so definitly do not take any more money!!
Expert:  michelleclive replied 12 days ago.

you may simple close it if you do not want the monthly service.

Expert:  michelleclive replied 12 days ago.

Do you have access to the recovery email and phone if i reset it for you?

Customer: replied 12 days ago.
I don't want monthly service I just want to get my email back
Customer: replied 12 days ago.
I agreed to $57 I do not want to pay another $52 I was led to believe that I would beat my problem would be solved for the $52-$57
Expert:  michelleclive replied 12 days ago.

i told you if you dont want you can close it now let me know do you have access to the recovery email and phone if i reset it for you.

Customer: replied 12 days ago.
Have I not answer this question I want to help one time I do not want to pay 52 more dollars
Expert:  michelleclive replied 12 days ago.

i am sorry but i am trying to tell you that you dont have to pay for monthly membership if you dont want you will be charged for one time service as you prefer however to fix the problem i need to know if you have access to the recovery email and phone or not then i can reset it for you?

Customer: replied 12 days ago.
Sorry it was on my phone and laptop, l am not sure what the recovery email is and as l said earlier the phone # is my ex girlfriends so very inconvienient
Expert:  michelleclive replied 12 days ago.

what is the email address which you want to recover.

Customer: replied 12 days ago.
Expert:  michelleclive replied 12 days ago.

what is the full phone number ending with 93

Customer: replied 12 days ago.
that is(###) ###-####my ex girlfriends #
Expert:  michelleclive replied 12 days ago.

so you dont have access to this correct?

Expert:  michelleclive replied 12 days ago.

if i initiate a code sent to this number will you be able to get it?

Customer: replied 12 days ago.
like l said microsoft had me get her to call them then did not have anything when she called. Both of these calls took 45 or more minutes and l was lead to believe they would solve the problem and they did not. If there is no other way to do it i can have access to a code sent to that # but not for 12 hours so another way would be better
Expert:  michelleclive replied 12 days ago.

Enter an email address that's different from the one you're trying to recover.

Customer: replied 12 days ago.
I still can speak to her but if you sent a text now l wouldnt have access until tomorrow
Customer: replied 12 days ago.
Expert:  michelleclive replied 12 days ago.

Enter an email address that's different from the one you're trying to recover.

Expert:  michelleclive replied 12 days ago.

let me know the code fast as its a time bound recovery screen.

Customer: replied 12 days ago.
I sent an email address
Customer: replied 12 days ago.
95Kawasaki
Expert:  michelleclive replied 12 days ago.

That code didn't work. Check the code and try again.

Customer: replied 12 days ago.
1985suzuki
Customer: replied 12 days ago.
sorry this is what ive been going thru
Customer: replied 12 days ago.
Any luck?
Expert:  michelleclive replied 12 days ago.

it timed out check for a new code now.

Customer: replied 12 days ago.
I'm not sure what you mean by check for a new code
Customer: replied 12 days ago.
Did you mean that was the wrong password?
Expert:  michelleclive replied 12 days ago.

open the***@******.*** email you will see some codes sent by microsoft i need those codes not your old password

Expert:  michelleclive replied 12 days ago.

We just sent a code to***@******.***

Check your email for a message from the Microsoft account team, and enter the code here.

Customer: replied 12 days ago.
6712
Customer: replied 12 days ago.
There's two the second one says security code 0854
Expert:  michelleclive replied 12 days ago.

please click on the link given above and follow the steps.

Customer: replied 12 days ago.
I got to the same point as I was at before where they're asking me for my contacts emails. Which I do not know because I can't look them up in my email account
Customer: replied 12 days ago.
This is the same point I got to three or four times before and the next day I received an email telling me that I didn't have enough information to prove it was my email account
Expert:  michelleclive replied 12 days ago.

let me try doing this for you

when i will ask you to check the code again, please do it quickly

Customer: replied 12 days ago.
I filled in all the information correctly I just don't have any of my contacts email addresses
Customer: replied 12 days ago.
I am ready to relay the code as quick as I can though
Expert:  michelleclive replied 12 days ago.

well in that case the account recovery seems to be difficult

would it be possible for you to call your ex girlfriend and ask her to share the code once she gets it as a text message

is that possible

Customer: replied 12 days ago.
Yeah Microsoft just emailed me the same thing again there's been several request about my email account and they can't verify it's me because I didn't give them enough information
Expert:  michelleclive replied 12 days ago.

thats the best chance we have to reset it

Customer: replied 12 days ago.
As I said that is possible but the last time the next day she called them back within a reference number or something and they didn't seem to know anything about it
Customer: replied 12 days ago.
for $50 I'm at the same point at my daughter and my friend each got me to on separate occasions
Customer: replied 12 days ago.
that's not possible right now because it's 1 AM
Customer: replied 12 days ago.
As I said I can get a hold of her in the daytime
Expert:  michelleclive replied 12 days ago.

well she does not have to call anywhere

she will get a text message with a 6 digit code

she simply needs to tell that code to you

once we have the code we can reset your password ***** remove her phone# ***** update yours in the account

Expert:  michelleclive replied 12 days ago.

also as you have already tried multiple times the reset, i would suggest to do this again in morning as else your account might get locked if you try to reset it multiple times

Customer: replied 12 days ago.
if we go ahead with this plan will I be able to contact you again tomorrow night after I after she gets the number and relays it to you?
Customer: replied 12 days ago.
I have tried it probably 15 or 20 times over the last three weeks, I assumed it was blocking me out now because I tried to many times
Customer: replied 12 days ago.
are we going with the plan where she gets a texted code and I contact you tomorrow with the code?
Expert:  michelleclive replied 12 days ago.

yes. so the best way out is what i will list to you now

in the morning call her first and inform her that she will get a text message with a code

while she is on the phone, do the reset as the code comes in within a minute or two

enter the code as she reads it out to you

then you will get the option to enter a new password

Customer: replied 12 days ago.
Calling her in the morning is awkward are both at work. So I have to be on the phone and the computer when she receive this text?
Expert:  michelleclive replied 12 days ago.

the code that you get is valid for few mins only

so it would be best that you open the reset page and enter the code on the reset page itself

if you will send it to me and then i do it, the code will time out

Customer: replied 12 days ago.
When is she going to receive this code
Expert:  michelleclive replied 12 days ago.

i will give you the reset link

make a note of it with you

Expert:  michelleclive replied 12 days ago.

https://account.live.com/resetpassword.aspx

Customer: replied 12 days ago.
I talk to her on the phone while looking at this reset link and when she tells me the number enter it and there had a clip of change it over to my phone number at that point instead of hers
Customer: replied 12 days ago.
Sorry I'm talking to my phone it isn't exactly getting it right. So I get this reset link from you, get her on the phone, how do I time this song that we're getting the code right then?
Customer: replied 12 days ago.
Do you have a contact email or text so if I don't get this right I can ask you about it tomorrow night?
Customer: replied 12 days ago.
It's way past my bedtime
Expert:  michelleclive replied 12 days ago.

make a note of the steps on paper

1. call her

2. open this link i gave above

3. select i forgot my password ***** click next

4. enter your email address ***@******.***

5. enter the captcha letters as shown on screen

Customer: replied 12 days ago.
That's it those five steps?
Expert:  michelleclive replied 12 days ago.

6. click next

7. select the option to text her phone number and click next

8. wait for the code and ask her to read it out as soon as she gets it

9. enter the code on the page and click next

10. you should now be bale to enter your new password

11. once you have changed your password ***** can end your call with her

Customer: replied 12 days ago.
that's it be 11 steps?
Expert:  michelleclive replied 12 days ago.

you can then post me a message and then i will give you the steps to change the recovery details like removing her phone# ***** adding yours

Customer: replied 12 days ago.
How do I post you a message?
Customer: replied 12 days ago.
I should be able to look at all of this tomorrow shouldn't l?
Expert:  michelleclive replied 12 days ago.

you would have got an email from just answer

open that email and click on view response

this page will reopen

Customer: replied 12 days ago.
OK, I give myself about a 50% chance of pulling that off hopefully it works. Hopefully tomorrow you hear from me with good news
Customer: replied 12 days ago.
I saw Heather on here a few times is that who I ask for tomorrow?
Expert:  michelleclive replied 12 days ago.

great if you face a problem, can you give me an idea when you plan to do this so that i could be online around the same time

Customer: replied 12 days ago.
Sorry it's Michelle probably around nine or 930
Customer: replied 12 days ago.
I'm going to bed Michelle hopefully your help gets me out of this problem
Expert:  michelleclive replied 12 days ago.

sure i will try my best to be online around that time. good night