How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1883
Experience:  Computer Software Support Specialist for more than 10 years
49766785
Type Your Email Question Here...
Jess M. is online now
A new question is answered every 9 seconds

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: 9 months ago.
Category: Email
Expert:  michelleclive replied 9 months 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 9 months 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 9 months ago.
hotmail
Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months ago.
Am l not already out $50 ?
Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months 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 9 months ago.

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

Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months ago.
I don't want monthly service I just want to get my email back
Customer: replied 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months ago.

what is the email address which you want to recover.

Customer: replied 9 months ago.
Expert:  michelleclive replied 9 months ago.

what is the full phone number ending with 93

Customer: replied 9 months ago.
that is(###) ###-####my ex girlfriends #
Expert:  michelleclive replied 9 months ago.

so you dont have access to this correct?

Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months 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 9 months ago.

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

Customer: replied 9 months ago.
I still can speak to her but if you sent a text now l wouldnt have access until tomorrow
Customer: replied 9 months ago.
Expert:  michelleclive replied 9 months ago.

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

Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months ago.
I sent an email address
Customer: replied 9 months ago.
95Kawasaki
Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months ago.
1985suzuki
Customer: replied 9 months ago.
sorry this is what ive been going thru
Customer: replied 9 months ago.
Any luck?
Expert:  michelleclive replied 9 months ago.

it timed out check for a new code now.

Customer: replied 9 months ago.
I'm not sure what you mean by check for a new code
Customer: replied 9 months ago.
Did you mean that was the wrong password?
Expert:  michelleclive replied 9 months ago.

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

Expert:  michelleclive replied 9 months 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 9 months ago.
6712
Customer: replied 9 months ago.
There's two the second one says security code 0854
Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months 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 9 months 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 9 months ago.

let me try doing this for you

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

Customer: replied 9 months ago.
I filled in all the information correctly I just don't have any of my contacts email addresses
Customer: replied 9 months ago.
I am ready to relay the code as quick as I can though
Expert:  michelleclive replied 9 months 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 9 months 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 9 months ago.

thats the best chance we have to reset it

Customer: replied 9 months 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 9 months ago.
for $50 I'm at the same point at my daughter and my friend each got me to on separate occasions
Customer: replied 9 months ago.
that's not possible right now because it's 1 AM
Customer: replied 9 months ago.
As I said I can get a hold of her in the daytime
Expert:  michelleclive replied 9 months 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 9 months 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 9 months 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 9 months 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 9 months ago.
are we going with the plan where she gets a texted code and I contact you tomorrow with the code?
Expert:  michelleclive replied 9 months 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 9 months 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 9 months 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 9 months ago.
When is she going to receive this code
Expert:  michelleclive replied 9 months ago.

i will give you the reset link

make a note of it with you

Expert:  michelleclive replied 9 months ago.

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

Customer: replied 9 months 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 9 months 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 9 months 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 9 months ago.
It's way past my bedtime
Expert:  michelleclive replied 9 months 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 9 months ago.
That's it those five steps?
Expert:  michelleclive replied 9 months 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 9 months ago.
that's it be 11 steps?
Expert:  michelleclive replied 9 months 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 9 months ago.
How do I post you a message?
Customer: replied 9 months ago.
I should be able to look at all of this tomorrow shouldn't l?
Expert:  michelleclive replied 9 months ago.

you would have got an email from just answer

open that email and click on view response

this page will reopen

Customer: replied 9 months 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 9 months ago.
I saw Heather on here a few times is that who I ask for tomorrow?
Expert:  michelleclive replied 9 months 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 9 months ago.
Sorry it's Michelle probably around nine or 930
Customer: replied 9 months ago.
I'm going to bed Michelle hopefully your help gets me out of this problem
Expert:  michelleclive replied 9 months ago.

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