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Recovery of account for dementia sufferer

rhys lewis 0 Reputation points
2026-06-10T21:16:16.87+00:00

My mother has dementia and needs access to her emails. Having tried too many times and being locked out, I believe I have the current password but can not enter it. Also the phone verification does not send a message.

Outlook | Windows | Classic Outlook for Windows | For home
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  1. Alice-N 10,280 Reputation points Microsoft External Staff Moderator
    2026-06-11T06:48:55.9433333+00:00

    Hi rhys lewis

    I understand that your mother needs access to her Outlook email, but the account is locked after too many attempts and the phone verification code is not arriving. I am happy to help. 

    Please reply with these details: 

    • Is this an Outlook.com, Hotmail, Live, or MSN account? 
    • Does the page say the account is locked, or does it only say too many attempts? 
    • Is any alternate email shown as a verification option? 
    • Was two-step verification enabled on the account? 
    • Is the recovery phone a mobile number or a VOIP/landline number? 

    I would love to hear from you soon. Have a nice day!

    Was this answer helpful?

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