Hello,

My mom's Sympatico account is suspended and now she is not able to access here email.  Just so you are aware, she is legally blind and is very dependent of communicating via her computer.  I believe the account is suspended due to too many attempts to log into her account as opposed to it being hacked.

I am trying to get this resolved on her behalf, based on the below steps (found in this community), but the account is still suspended.  I have done the first set of instructions twice with the same result (the automated process is not able to verify the account) and the second set of instructions do not seem to be available anymore.

We really need to get her existing account back due to the history and how it is tied to her daily life.  Any help on who to contact or other options to reset the password would be appreciated.

Regards,
Dave

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Go to (https://account.live.com/password/reset) to make the validation process and follow the steps below: Upon the validation procedure, you will be prompted to provide an active alternate email where the password reset link will be sent once you passed the validation (Step#6)

                                                             

1. Select "I think someone else is using my Microsoft account". Or “I forgot my password” (Select which is applicable).
2. Click "Reset your password".
3. Enter your Microsoft account (The account affected by the issue) and type in the characters you'll see in the pictures
4. Hit Next.
5. Click "I can’t use any of these options".
6. Enter a working email address (Alternate e-mail address) where we can contact you.
7. Click “Next”.
8. Fill-up the form and click “Submit”.

 

                                           

You can also try to reset your password using SMS through https://sms.live.com/ or by answering the security questions.

 

1. In the Sign-in page, click on "Can't access your account?"

2. Choose either 'I forgot my password' or 'I know my password and Microsoft account, but can't sign in.'

3. Enter your Microsoft account and type in the characters you see in the picture then click 'Next'.

4. You will be provided with different options to validate your account.

- Secret Question (if available) allows you to reset your password immediately after you've provided your Secret Answer.

- Send a code to my phone (if available) will give the option to send a text or call you for a verification code to your mobile phone. After you enter the code, you can sign in

 

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