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What is the phone support for personal email email accounts?

peter 0 Reputation points
2025-10-24T01:13:22.7633333+00:00

I have a client who has lost access to their @outlook.com email account.

I believe she repeatedly forgot and reset her password too many times in a given period of time.

Now, none of the passwords she recalls using work, and sending an sms code to reset the password also fails to complete. (cannot use this authentication method right now)

We have both tried several attempts at the automated method of regaining access to the account, which all immediately fail. What other options are there for her to prove she is the rightful owner of the account and gain access? She is willing to pay for proper support to get back in.

Windows for home | Other | Email and communications
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  1. Darhyl Amizola 22,180 Reputation points Independent Advisor
    2025-10-24T01:55:40.5633333+00:00

    Hey there! Nice to meet you!

    Based on what you have mentioned, "sending an sms code to reset the password also fails to complete. (cannot use this authentication method right now)", this is an indication that the account has been temporarily blocked from resetting the password as a security measure due to unusual activity.

    Since your client is unable to recover her account via the account recovery web form, kindly try to have her perform these steps to resolve an account block:

    1. Try using different devices and network services to reset her password.
    2. Wait 24 hours, but please make sure not to reset the password within that timeframe, as this may reset the cooldown.

    If the issue persists after 24 hours, try waiting exactly 48 hours before resetting the password again.

    Lastly, I highly recommend checking the official Microsoft article regarding account blocks, particularly the "I see a Try another verification method message" tab: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

    Thank you for your understanding! Please feel free to let me know if you need anything else.

    Best regards,

    Darhyl

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