Windows 10: How do we reset a password and recover an account when normal avenues do not work?

My 68-year-old mother has a new laptop old one died, during the attempt to set this new laptop up, she cannot remember the password. The only reset option is now SMS we both recall having email in the past. It points a land line I verified it's not one that can accept and relay SMS. She did not know to correct this or add a recovery email and hasn't needed it in the past. Recovery form tried twice, once with the credit card used to pay for Microsoft 365, which should be enough. We have verified it's the correct card, but it's likely the expiration date has changed with a new card and the

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How to reset Windwos 8 Password?

Change or reset your Windows password - Microsoft Support

• If you've forgotten your Windows password, there are several ways to retrieve or reset it:
  • If your PC is on a domain, your system administrator must reset your password.
  • If you're using a Microsoft account, you can reset your password online. ...
  • If you're using a local account, use your password hint as a reminder.

 

I can not reset my google password

Two step works for me if your phone info is the same as it was you should be able to recover it.

 

How to Reset & Recover Microsoft Account

This Forum article walks you through the account password reset, account recovery process, and offers tips and tricks to help get you into your account as quickly as possible.

A Microsoft
account (formerly knowns as Windows Live ID) is what you use to sign in to
Microsoft services such as outlook.com (or Hotmail), Office, OneDrive, Skype, Xbox, Windows, and more. It makes your experiences on devices and services more personal and relevant
to you.

Watch the Instructional Video on the step by step password reset & recovery

https://www.microsoft.com/en-us/videoplayer/embed/RE1ZRwx





Password Reset

If you forgot the password you use to sign in to services like Outlook.com, Skype, OneDrive, and Xbox Live you might need to reset it. First, check to make sure that Caps Lock isn't on, because passwords are case-sensitive. If you're
sure you're using the right password but still can't sign in, you may need to reset your Microsoft Account password

To reset your password:

1. Go to the Reset your password page -
   Reset your password
2. The short video provides step by step guide on how to reset your Microsoft Account Password
3. To learn more on how you can protect your Microsoft Account, visit
   https://aka.ms/ProtectMSA

Account Recovery

If resetting your Microsoft Account password does not work, you may still recover your account by answering the Recovery Form.
The account recovery form is meant to be the last option to get you back into your account. the recovery form gives you a chance to prove that you own your account.

Fill out Recovery Form

1. Go to https://account.live.com/acsr
2. Enter a working email address that we can use to contact you about your account recovery
3. The short video provides step by step guide on how to recover your Microsoft Account through ACSR
4. To lean more on Recovering Microsoft Account, please visit
   https://aka.ms/MSArecovery

Note:

The account recovery form works by asking questions about your account that only you could answer. Then, we review your answers and respond within 24 hours with either instructions to get back in to your account or a denial. Keep
these tips in mind to help you succeed:

• Use a computer we’ll recognize. If possible, fill out the form on a computer that you’ve used to sign in to your account before.
  
• Answer as many questions as possible. Not all the questions will apply to you, and that's ok. Don't worry if you don't have an answer. But it's better to guess and be close than to leave a question blank.
  
• Give us a working email to contact you. We won't use this email address for spam, only to give you the results of your recovery request. You can even use a friend's account, or create a free temporary email.
  
• If you have two-step verification turned on for your account, the recovery form won’t work. When you turn on two-step verification, we promise not to let anyone sign in without two forms of identification, no matter how much information
  they know about your account. Visit this page to learn more about two step verification