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I’m so sorry to hear about your issue. I know that can be frustrating. Hopefully, we can get this resolved quickly. I understand you need access to a family member's account. I am sorry for your loss.
You will need to contact Microsoft's "Custodian of Records". The information provided on their website regarding this is:
If a family member has passed away or become medically incapacitated, we're here to help. Microsoft has a dedicated team that can release Outlook.com content belonging to the family member—including all emails and their attachments, address book, and contact lists—to a next-of-kin or guardian.
To help safeguard the privacy and security of all Outlook.com customers, they cannot provide you with or change the password ***** the account, or transfer ownership of the account. Nor are they able to assist you with password ***** account recovery, or any other support for your own account.
The content will be transferred to a DVD, which will be shipped to you. To request the release of content and to close the family member's account, please contact the Microsoft Custodian of Records by emailing *****@******.***.
In the email, please include the following info:
- Your first and last name.
- Your phone number.
- Your Email address.
- The full name of the deceased or incapacitated family member.
- To the best of your knowledge, the Outlook.com accounts belonging to the family member.
Their team will reach out to you with details and specific documentation requirements.
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(Your friendly expert)