Windows 10: Cannot Access Outlook Email - Password Problem

My aunt is 82 years old and moved to an assisted living facility several months ago, and she took her Windows 10 computer with her. She also got rid of her phone landline, deciding to just use her cell.

When we turn on her computer at her new home, we get the sign-in screen, which lists her Microsoft account user name - d********[email protected] and provides a space for her password. The system no longer accepts her password.

If we click on 'forgot password' we're shown a screen that tells us that my aunt can can a call or a text to a phone number displayed as all asterisks except for the last 2 digits - 65. That is my aunt's old landline number and it's no longer
hooked up.

And, unfortunately, as I mentioned, she set up her email account with hotmail, which is now outlook. So that even on my computer I cannot access her email. We've done a global escalation with Microsoft, where I have a case number, and I entered all this nonsense about her birthdate, her mother's city of birth, etc., but It's not enough.

So I can certainly reset her computer, but she'll no longer be able to get to her email. She doesn't have a little book with all her friend's email addresses. She relied on the computer to show them to her. So if she was sending an email to 'Betty Smith' she'd type Betty in the 'To' field and it would show Betty's email address. And then clicking on it would populate the addres box.

Does anybody know any way around this problem?

:)

 

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