Microsoft Outlook - Locked Out

[IainT V6]

This is an SOS on behalf of my elderly neighbour who has locked herself out of her email account and can’t remember her password.

She has forgotten her password and the phone number that was previously registered for account recovery is no longer active.

I can’t get anywhere with the reset process on Microsoft’s website (she can’t remember enough info to be recognised) and am completely stuck as to where to go with it next. Any PH tech geniuses out there able to assist?

[Ham_and_Jam]

IainT V6 said:

This is an SOS on behalf of my elderly neighbour who has locked herself out of her email account and can’t remember her password.

She has forgotten her password and the phone number that was previously registered for account recovery is no longer active.

I can’t get anywhere with the reset process on Microsoft’s website (she can’t remember enough info to be recognised) and am completely stuck as to where to go with it next. Any PH tech geniuses out there able to assist?

Is this web based Outlook or a desktop version?

[IainT V6]

Web based but she uses the Mail app on her iPad to access

[Ham_and_Jam]

IainT V6 said:

Web based but she uses the Mail app on her iPad to access

You might be scuppered then.

Is the password not saved in the iPad passwords app? I thought they auto-saved everything unless you actually prevented it.

[IainT V6]

Sadly not and I think you’re right.

I’ve set her up a new account to get her up and running again but it’s all the things she had archived in her old account she’s going to lose. I might reach out to Microsoft on Twitter to see if they take pity on an old lady and decide to help!

[Ham_and_Jam]

Are you able to access the .pst file on the laptop? This contains all the messages etc that can be imported into the new account.

I’m not sure if this is automatically saved in the web based version or you have to export it from within the account. I have the desktop version so basing it on that.

[IainT V6]

Thanks for that - I’ll try and report back. Appreciate your taking the time to reply

[Mr Whippy]

Pretty sure you can get a recovery key (hexadecimal string iirc) at account creation or post account creation, which is essentially a “proof it’s yours”

Did they ever take this down/save it anywhere?


And often accounts now ask for a recovery email address don’t they? Was that set up?

Or an attached mobile number?


I’m not big up on this but created several accts for Xbox live and spares in recent years and the recovery options were pretty thorough (and excessively so imo), but obviously there to counter this exact issue.

I’ve since lost the SIM card (payg) for those accts but still have the overall recovery key should it ever be needed.



But yes, a local cache of emails downloaded if not using the web version could be useful.



If the account is locked I’m pretty sure it’s going to want some kind of security verification to prove it’s you wanting back in even if you do provide the correct password.
Ie, backup email, phone number, secret question answers, recovery code.