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Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 44526
Experience:  Over 15 year experience resolving Microsoft Office Issues
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Hi, when I try to access my ac I get call us

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Hi, when I try to access my ac I get ' call us overprotective but we need to make sure you can receive a security code if you ever Lise access to this account' . It then says: where should we send your code? The email given is one that I have never had and doesn't exist to my knowledge.
I went to ' questions' which tells me to delete this info and insert other correct info but I cannot delete.
I decided to re set my password XXXXX the same thing happened?
The same thing happened about 6 woks ago and I used my husbands ac to 'send my code' but he has received nothing and nor have I.
what is going on? I'm currently unable to use my a/c on my laptop, only my phone.
Thanks in advance for help
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

The email address is the one specified as the alternative one when you first created the account.

If you do not have access to this, then can you click on my link below and attempt to complete the account recovery form please.

It is going to ask a series of questions. Please answer these as detailed and accurately as possible to stand the best chance of recovering access to your account. The link is below.

Please let me know the results after completing this form.

Thank you
Customer: replied 3 years ago.
I turned on two step verification and it say on yr reply s recovery won't work for this. I used my husbands e mail address which is where my code was sent to, but it seemed to want to change password XXXXX that too and he didn't want that so switched that off.
To clarify your statement.

You tried to do the form I gave, but it stops you as you switched on Two Step Verification.

And you also have a password XXXXX with your husbands account as well.

Is this correct Susie?
Customer: replied 3 years ago.
During the two stage verification, it appeared to ask us to change the password XXXXX my husbands account where my code was sent. He was u happy with this so came out.
ok... but the problem is your account right?

Did you do the instructions I initally gave?
Customer: replied 3 years ago.
Your initial instructions said this will not work as I previously mentioned with two step verification. I already changed my password XXXXX an hour ago, but it of course doesn't work. So I see I have been given a new password XXXXX your response, so shall I try with that? S
yes please and let me know the results.

Though I never said my initial instructions would not work...

Let me know the results please

Customer: replied 3 years ago.
No, doesn't work. Made sure caps lock wasn't on either.
No, you didn't say your first instructions wouldn't work, it said that the link ...
ok, thats what I was trying to clarify Susie, thank you.

Can I log on and look please on the connected computer?

It is easier to work with you on this. You can see and control everything I do

Can you please click on my link below.

This will download a program to your computer.

Run this program by double clicking it.

You will then see a ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.
Ok, will do that on my computer, this is my phone. S
Thanks Susie

You can give me the ID and Password XXXXX the iPhone here, once you do the instructions on the computer.

Customer: replied 3 years ago.
Ok, ID is 3 0 5 7 3 9 5 9 7
Password XXXXX XXXXX 9 3 5

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