Hi, and thank you for asking your question.
Just to clarify, is she using the same Outlook.com email address for her user account? If so, please click on the following link now:https://account.live.com/resetpassword.aspx
Click "I forgot my password" and click Next.
Type in the Outlook.com email address and the provided captcha code, and click Next.
Use one of the recovery options listed to reset the password ***** her account accordingly. If one option does not work, you may go back and use any other recovery option listed.
Finally, she may use the newly created password ***** login to her user account accordingly.
If you need more help, please use the Reply tab to continue our conversation.
If you do not require further assistance, kindly do not forget to rate my service by clicking on a star at the top of this page. Thank you!