Short version: Lady locked out of MS account, not able to verify it's her, business is suffering and seemingly no way to resolve. What can we do? Hi, I have a big problem with a Microsoft account. My friend has been locked out of her account due to logging in on a new device. She is not good with technology and I have done everything I can think of but I'm now lost. She knows the email address and password. But to verify it's really her, Microsoft wants to send an SMS to her phone. She has received these messages in the past on the same phone, but on this instance she is not getting them. (Phone number is correct) She can get SMS messages from other people, so I don't think it's a phone/network issue. She also has the choice to call a home phone, but that is an old number not in use anymore. We tried the option that gives a form where you answer questions about your account (recent email subjects, recipients etc) but for some reason or another, after waiting the 24 hours, it said she did not pass it. She has tried that form 3 times now, and the last two times she has gotten denial emails instantly. We spoke to an online assistant (not a robot), they could not do much, but they did give a UK phone number to call. We called it but after pressing the correct number choices for our problem, the phone system told us that it's a login issue and to go to the correct Microsoft help page, and the call disconnected. This is account is very important to this lady, she runs her business from it and for 4 days now has been unable to access her account, leaving clients and business contacts uncontactable. On her iPhone she uses the Hotmail contacts, and because this is inaccessible now she really does not have a way of getting in touch with all the people she needs to. If only there was a way of being able to talk to a real person who could help with this situation - I'm sure she would pay if needed - so that this problem can be sorted out. This lady is in a right state and we're powerless over what we can do. I appreciate any information. Thank you.