How do I contact someone who can help an elderly friend recover his access to his Microsoft account?

Hello Erv Mager,

Thank you for reaching out to Microsoft Q&A Forum! I understand you're helping your elderly friend who lost access to his Microsoft account after the device was reset, and the recovery methods didn't work. Here's what can be done to help him regain access:

1. If he’s still signed in anywhere

• Check any other device/app (phone, old PC, Outlook app)
• If signed in, open https://account.live.com/proofs/manage > add a new phone/email and remove unknown methods > then change the password. Do not sign out until new methods are added.

2. If he’s signed out everywhere   

• If two-step verification is ON and he can’t use any method > start Security info replacement
  • Go to https://account.live.com/proofs/manage
  • When prompted for verification, choose “I don’t have any of these” or "Try another way" (if shown). Follow prompts to replace his security info and enter a reachable phone/ email.
  • Note: Microsoft will place a standard ~30-day security hold and this cannot be expedited or bypassed by support agents. After 30 days, he can add your new phone and reset the password. What does “Security info change is still pending” mean? - Microsoft Support
• If two-step verification is OFF > submit the Account Recovery form (ACSR)
  • Go to https://account.live.com/acsr
  • Enter his affected email and a contact email you can access today (yours or his) for Microsoft’s reply, check spam/junk.
  • Provide as many accurate details as possible, such as old passwords, folder names (e.g., custom folders), frequent contacts/subjects, and submit from his familiar device/location.
  • Please refer to this official guide to help you fill out the form more accurately.
  • If the Microsoft account recovery request was not granted or was unsuccessful, please check Account recovery unsuccessful - Microsoft Support

3. If the page says the account is locked due to suspicious activity

Submit the Account Reinstatement form, which is specifically for accounts locked due to suspicious activity and different from the Account Recovery form (ACSR) above.

4. Check his subscription status

• Check if he can sign in: https://account.microsoft.com/services shows active Microsoft 365 subscriptions.
• If he cannot sign in, he won’t be able to confirm directly. Once access is restored, verify there and install Office from the same page.
• If no subscription is found after sign‑in, he can purchase Microsoft 365 and install Outlook from that account page.

For more details, you can see these official support links:

• Account has been locked - Microsoft Support
• How to recover a hacked or compromised Microsoft account - Microsoft Support

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your understanding and please feel free to let me know how it goes.

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Good day Erv Mager! I hope you're doing well.

Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back. If you think my reply is helpful to you, please kindly mark it as an accepted answer, we’d really appreciate it! Your feedback helps others in the community too! Thanks for your understanding.