Question about Outlook Express

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You are now chatting with 'Rainier C'.

Rainier C: Thank you for contacting Microsoft Account support, my name is Rainier C. I am reviewing what you have submitted today.

Rainier C: I understand that you are unable to access your account and you might be missing important emails, right?

Don C: Hi Rainer, Yes, I need my acount back.

Rainier C: Alright. You have me on the line, I am going to do everything possible to get this taken care of for you today, Don.

Rainier C: What is the exact error message that prompts to your screen when you log in?

Don C: Here is a copy of my last attempt through this chat room.Please wait for an agent to respond. You are currently '1' in the queue. Privacy Statement You are now chatting with 'Ignacio P'. Ignacio P: Thank you for contacting Microsoft Account support, my name is Ignacio P. I am reviewing what you have submitted today. Don C: Hi Ignacio Ignacio P: Hello there, Don! Ignacio P: How are you today? Don C: Hi. I am very frustrated trying to get my e-mail account back. I hope yo can help me get it. Don C: I sometimes mistype words, sorry Ignacio P: That's OK. Ignacio P: I understand that one. Ignacio P: Yes, I could definitely help you. Ignacio P: So, you were saying that you could not access your account, is that right? Don C: right. I have "recover your microsft account" open in another browser. Don C: Recover your Microsoft account Help us to keep this account secure by verifying that it's yours. To get back into your account, enter as much info as you can. Account info Ignacio P: That is for the recovery of your account. Have you tried to fill that out? Don C: Yes I have tried several times but it asks a security question that I don't recall ever setting up. Because I can't answer it, it rejects me. Ignacio P: I do understand that. But don't worry. Ignacio P: Let us work together in finding the best resolution to your issue. Don C: ok Ignacio P: What would be the error whenever you try to log in to your Microsoft account? Ignacio P: You may copy and paste that. Don C: it will take me a minute or 2 to fil and submit form. Earlier today, Hanzel R tried tosubmit a ticket to your Account Specialists but I lost thsi chat connection. Ignacio P: I see. Ignacio P: But may I know the exact message whenever you try to log in? Ignacio P: Hello, are you there? I have not received any response from you. Don C: It looks like someone else might be using your account. To help you - and only you-we need to verify thatit's yours. Don C: I am a somewhat slow typist. Ignacio P: It's alright, Don. Don C: Now what do I do? Ignacio P: Have you submitted the account recovery form? Don C: still trying to enter more info Ignacio P: Ok. Ignacio P: Take your time. Don C: I can't answer the security question on the form as it is not a question I set up - can you give me a give me a different question? Like my mother's maiden name? Or my High School name? Ignacio P: I see. Ignacio P: It looks like we need to escalate this issue. Ignacio P: For this one, though, you need to set up a temporary Microsoft account, which you will use as a communication tool between you and our account team. Ignacio P: Here's the link for the creation of the temporary account. . Ignacio P: Microsoft account Creation Page Don C: I can fill in 2 or 3 recent e-mail subjects, 3 or 4 folder names and a recent e-mail address that I used. Its difficult because its all in my e-mail account and I usually just use teh mouse and click. Don C: Will that open in another browser? Ignacio P: Yes. Don C: ok. I'll click on the link. Ignacio P: Alright then. Ignacio P: Once you do that, you need to fill out all the information. Ignacio P: Then make sure that there's a checkmark below the space for the captioned characters. Don C: how do I answer "how would you like to sign in?" Ignacio P: Let me check here. Ignacio P: That's the time that you need to type your temporary Microsoft email address and then your temporary password. Don C: Give me a minute to create a new temporary one. thank you. Ignacio P: Alright. Take your time. Ignacio P: So, Don, are you done with signing up? Don C: still working on it Don C: almost there Ignacio P: Ok. Ignacio P: Alright. Ignacio P: After you're done, click "I accept." Don C: i got an error message - it didn't like my microsoft account name. I used a 3 part name @hotmail.com What's wrong? Ignacio P: You may try a third-party account. Don C: is hotmail.com okay? Ignacio P: Yes. Don C: the error is "This email address is part of a reserved domain such as live.com, hotmail.com, or msn.com. Please enter a different email address." Ignacio P: Ok. Ignacio P: You may enter a third-party email, like Yahoo, Gmail, or AOL. Don C: I only use hotmail Ignacio P: Do you not have a third-party account? Ignacio P: Aside from Hotmail? Don C: I have a business one but I am at home now Ignacio P: That's fine. You may use it. Ignacio P: After you're done creating a Microsoft account, you need to fill out what we call the "Microsoft account log-in form" through this link. Don C: it may be working - th escreen has gone blank Ignacio P: Microsoft account – Trouble signing-in Ignacio P: http://windows.microsoft.com/en-us/windows-live/get-support?selectedproduct=Hotmail&selectedissue=Your%20account%20has%20been%20temporarily%20blocked&productKey=wolmain Ignacio P: I understand that one, Don. Don C: what is this microsoft log in form? Ignacio P: Please click the link above. Then, if it asks you to log in, please do so. Then, once you log in, you need to be as detailed as possible in discussing the issue and what transpired from our chat conversation. Don C: i'm confused Ignacio P: This is the form that you need to send to our account team, who will further investigate the issue. That team will send you a reply within 24 hours. But usually it would take 12 hours. Ignacio P: With the form, you need to write down the affected Microsoft account, the issue being raised, and your contact email address. Ignacio P: Then you also need to type in the complete details about your issue. Ignacio P: Don't forget the captioned characters. Ignacio P: Then after completing that form, you need to hit on Submit. Ignacio P: Then wait for our account team's response. Ignacio P: Don, were you able to fill out the form? Ignacio P: Hello, are you there? I have not received any response from you. Don C: hi, give me a second Ignacio P: Sure. Ignacio P: Take your time. Don C: I didn't get a form. I got a "account.live" microsoft account - account summary Ignacio P: Did you click the link I gave you? Don C: i clicked the link above you gave me Ignacio P: Then what came up? Don C: microsoft account - account summary under https://account.live Ignacio P: Ok. Ignacio P: Let me give you the link again. Ignacio P: Microsoft account – Trouble signing-in Ignacio P: http://windows.microsoft.com/en-us/windows-live/get-support?selectedproduct=Hotmail&selectedissue=Your%20account%20has%20been%20temporarily%20blocked&productKey=wolmain Don C: why am i doing this again? Ignacio P: What do you mean? Ignacio P: This is different from the account recovery form. Don C: ok Ignacio P: In this form, you need to provide as much details as possible in describing your issue. Don C: you mean about my account being hacked? Ignacio P: This will ensure that our Product Experts will not repeat the troubleshooting steps already done. Ignacio P: Yes. Ignacio P: After you're done filling that out, you need to click Submit. Then wait for a reply or response from our account team within 1 day or 24 hours. But usually it's 12 hours for the reply. Don C: ok, i'm filling out the detailed description Ignacio P: Alright. Ignacio P: Take your time. Don C: ok Ignacio P: Are you done? Don C: not yet Ignacio P: Just tell me when you're done. Don C: it says the requesthas been submitted Ignacio P: Great! Don C: do i sign out from windows request? Ignacio P: Yes, please. Ignacio P: Is there anything else that I may help you with? Don C: do i close all the browers - more than 10 are open Ignacio P: Yes, please. Ignacio P: Do you have any other questions? Don C: if this doesn't work, what do i do. I'd like to save a couple hours doing all this going back and forth Ignacio P: Just to set your expectation, it would work. Ignacio P: Just wait for the reply from our account team. Don C: is there a reference number that i can come back to? Ignacio P: No, there's none. But you may have this chat transcript as your reference that we had this chat session. Ignacio P: Is there anything else?

Rainier C: Please give me 2-3 minutes while I read this transcript. Thank you.

Don C: Service request #1211356423

Don C: Here is the follow up from yesterday. It didn't get me anywhere. We have responded to your support request. Go to the Microsoft Support site to view our response and follow up on your request. https://support.microsoft.com/oas/default.aspx?tp=il&tenant=WOL&sd=winlive&incno=1211356423 Thank you, The Microsoft Support Team Note: This e-mail message was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message. Microsoft respects your privacy. To learn more, read our online Privacy Statement. http://privacy.microsoft.com/

Rainier C: Thank you for patiently waiting. As I read your previous chat with Ignacio P I understood that you already went thru the account recovery and the secured 1:1 form.

Rainier C: Have you checked the site that was provided by our Microsoft account team, Don?

Don C: Yes, and I got the same message as before

Rainier C: Alright. Here is what you need to do. Please go to https://support.microsoft.com/oas/default.aspx ?

Rainier C: Then please sign in to your contact email or the account that received the reply from our Microsoft team.

Rainier C: Please tell me if you're on that page already.

Don C: It is asking for a product support - there is no e-mail sign-in

Rainier C: Please click Check Status of an incident on the right side of the screen.

Rainier C: Did you see that?

Don C: OK but this is the same thing as before. Why do you keep taking me in the same circle and it doesn't get my account back? It looks like someone else might be using your account To help you—and only you—get back into *** Email address is removed for privacy ***, we need to verify that it's yours.

Rainier C: Did you access the one that you said that was hacked or did you access your secondary email?

Don C: I accessed the one that was hacked

Rainier C: Do not sign in to that account, Don. Sign in to the secondary email or your contact email when you submitted the form that was given by Ignacio P.

Don C: OK, I already have the other account open - it is a business account

Rainier C: Alright. Please click this link.

Rainier C: Click this to view Support Requests

Rainier C: Did you sign up that business account as a Microsoft account, Don?

Rainier C: Just to be clear the account that you need to access is the account that received the message sent by our Microsoft account team about the support request.

Don C: The business is a very large school board that has thousands of daily users - it is a business e-mail account.

Don C: I'v already sent you the text from that message.

Rainier C: Your contact email that you needed to access is a Microsoft account, Don. That is what you used to sign in before you filled out that form. After doing that please go to the link again to view the support requests. That is where you will see the response of our Microsoft account team about your issue on your account.

Don C: now I'm totally confused

Rainier C: May I know what email received the email from Microsoft?

Don C: the school board business e-mail

Rainier C: Just to confirm, Did you sign that up as a Microsoft account?

Don C: No, it is a BUSINESS account that has been in existence many years!

Rainier C: Alright. What website did you use to access that email and check for the response from Microsoft?

Don C: I clicked on the link that was in the Microsoft e-mail message that I received in my school board e-mail account.

Rainier C: Okay. You are now signed in to that account, right?

Rainier C: Please click this link again.

Rainier C: View Support Requests

Rainier C: Please tell me what you see on your current page after clicking this link that I provided.

Rainier C: Hello, are you there? I have not received any response from you.

Don C: It is Microsoft Support. It says to "Select a product for assistance" with a list of many products. It also has a "check Status of an incident" link on the top right side.

Rainier C: Please click "check Status of an incident", Don.

Don C: I am not a fast typst. Please be patient. possible typos

Rainier C: That's okay Don. Take your time. Just let me know if you've already clicked "check Status of an incident".

Don C: Ok, I have clicked and it is now at "Sign in". what do i do?

Rainier C: Please sign in to your business email that received the response from Microsoft.

Don C: I already have that open

Rainier C: You need to sign that in on the Microsoft account website also.

Don C: Ok, I'll try

Rainier C: Okay.

Rainier C: After signing in successfully you should see Support Requests on the next page. That is where you can see the requests you submitted to our Microsoft account team. You just need to click on the support request number and you will see the response/

Rainier C: And the result of the investigation of our Microsoft account team.

Don C: I can't sign in through that link. The school baord accpount is through the school board's web site.

Rainier C: What error are you receiving?

Don C: That password is incorrect. Be sure you're using the password for your Microsoft account.

Rainier C: Are you sure that you did not mistype the password, Don?

Don C: yes

Rainier C: Okay. Let me provide you another link. Please try to sign in here.

Rainier C: Please try signing in here Don

Rainier C: You can also try this link

Don C: same error message

Rainier C: Alright. We would need to reset the password for that contact email, Don.

Rainier C: Please click this link.

Rainier C: Password Reset

Rainier C: Please type your Microsoft Account on the first box provided and type the alpha numeric code below then click "Next".

Rainier C: On the next page, choose which option would be more suitable for you. You can choose the option of having the password reset link on your alternate email, you can also choose the option of having the code sent on your mobile phone. You can also choose to answer the security question if you have one saved on your account.

Don C: the school board has its own controls on passwords

Rainier C: Did you click the link that I provided you, Don. We need to reset the password on that email because if you cannot access that email on the Microsoft account page then you won't be able to view the support requests that you submitted to our Microsoft account team. I hope you understand that.

Don C: I can access that e-mail, I have it open now

Rainier C: On the Microsoft account page?

Don C: no, on the school board access

Rainier C: You need to access that on the Microsoft account page, Don.

Rainier C: That would allow you to view the support requests.

Rainier C: If you are only accessing it on your school board then you won't be able to view the response of our Microsoft account team on their investigation of the issue.

Rainier C: Hello, are you there? I have not received any response from you.

Don C: I'm not a computer expert - I entered the corrrect passward for my school board account

Rainier C: We must continue with the password reset, Don.

Rainier C: Password Reset

Rainier C: If we reset the password for this account on the Microsoft account page it would not affect the password you are using on your school board access.

Rainier C: Did you click the Password Reset link?

Don C: I don't understand but i'm trying. It says "reset yuor password" select an option - e-mail or phone? otherwise "I can't use any of these options" What do i do?

Rainier C: You can choose email. That will forward the password reset link on your alternate email saved on the account. You can also choose the option of having the code sent on your mobile phone.

Rainier C: Please click the circle below the line that you prefer.

Don C: I don'thave a mobile phone!!!!!

Rainier C: Then you can choose the email option, Don.

Rainier C: Do you still remember the alternate email on that account?

Rainier C: If the two options are not working then click "I can't use any of these options".

Rainier C: You will need to undergo validation to prove the ownership of the account. Please be informed that we take account security seriously and we need to establish the account ownership first before we send the password reset link. You can receive the password reset link within 24 hours.

Rainier C: Did you click "I can't use any of these options"?

Don C: it already sent a message to the school baord account and I changed my password

Rainier C: Okay. Great. Now please sign in to that account on this Microsoft account sign in page.

Rainier C: Please sign in here Don

Don C: i got this message You're currently signed in with an Office 365 email account, which can't be used with Outlook.com. Please click here to sign out of your Office 365 account, then use another Microsoft account to sign in to Outlook.com (for example, your hotmail.com, live.com, or msn.com account).

Rainier C: Are you logged in already?

Don C: yes

Rainier C: Are you signed in to other Microsoft services such as Excel 2013, Skype, Skydrive, Xbox etc?

Don C: Microsoft word

Rainier C: Please sign out of that first, Don. That is interrupting your access on your Microsoft account.

Don C: I closed the word documents

Rainier C: Okay. Can you please try to sign in to your account again?

Don C: do i need to sign out of the school board account?

Rainier C: Yes.

Rainier C: After signing out of your school board account please log in again on the Microsoft account page.

Don C: i have a screen that says " Account Summary" Now what?

Rainier C: Okay. Great!

Rainier C: Please click this link that I will provide.

Rainier C: View Support Requests

Don C: back to the same thing again???????

Rainier C: Pleases try this link instead.

Rainier C: Click this

Rainier C: You should see the email from Microsoft on this new link that I provided.

Don C: This account can't be used to access Outlook.com You're currently signed in with an Office 365 email account, which can't be used with Outlook.com. Please click here to sign out of your Office 365 account

Rainier C: Alright. Please go back to the account summary page by clicking this link.

Rainier C: Account Summary page

Don C: I already have it open

Rainier C: After you access the account summary page please access your email again on the school board access.

Rainier C: Then click the link again that Microsoft sent you for your support request.

Rainier C: You will be able to view the request after doing that.

Don C: this will take a minute or 2 or more

Rainier C: Okay.

Rainier C: How is it going?

Don C: that link is no longer valid!!!!!!!!!!!!!!! Do I click the "reset password" button???

Rainier C: Did that error appear when you clicked the link provided by Microsoft on the school board email?

Don C: yes!!

Rainier C: By the way, when did you receive this email from Microsoft?

Don C: sent today 20 minutes ago

Don C: did you want the one from yesterday??

Rainier C: How many responses did you receive from Microsoft? Did you just submit the secured form once?

Don C: secured form once

Rainier C: Please try and click the link you received yesterday.

Don C: secured form once on wednesday - microsoft response yesterday

Rainier C: Please try and click the link you received yesterday.

Don C: ok, i now have a "issue history"

Rainier C: I apologize for the inconvenience, Don. What I can advise you to do for now is post this inquiry on the Microsoft Forums. I will provide you the link. If you will be asked to sign in then just access your school board email on the Microsoft account page. Our forum moderators are always checking newly posted questions on that page.

Rainier C: You can give them the detailed explanation of the issue including the ticket/support request number.

Rainier C: Once they finish investigating the issue, you will receive a response on your post in the Forums.

Rainier C: Microsoft Forums

Rainier C: Just sign in first and click Post to the Community.

Rainier C: Will there be anything else I can help you with?

Don C: I guess i'm still confused.

Rainier C: I apologize for that, Don. This is an uncommon error on the response from our Microsoft account team.

Rainier C: There should really be no problem in viewing the support requests on the link that they provide.

Rainier C: provided*

Rainier C: Will there be anything else I can help you with, Don?

Don C: I have the microsoft general issue open and my issue history. I was reading it. What do i do now?

Rainier C: Please click this and post the issue here Don

Rainier C: Our forum moderators are always checking newly posted questions on that page.

Rainier C: If you have feed back on Microsoft please go to feedback.live.com to post it there.

Don C: why do i want microsoft community?? i just want my e-mail account back. I don't want a general discuss with whoever.

Rainier C: Feedback Page

Rainier C: You are going to post the inquiry there so that our moderators can investigate why you are unable to view the response so that you can get your email account back.

Rainier C: They will be the one to resolve this for you, Don.

Don C: can you pass me to a higher level - we don't seem to be resolving my problem?

Rainier C: This is the correct support to assist you with this, Don.

Rainier C: You do not have to worry about posting the inquiry on the Microsoft Forums. Once our moderators see your post they will immediately take action and investigate what is happening to get your email account back.

Don C: I have already spent 5 hours on this - just let me back into my account, PLEASE!!!!!!!!!

Rainier C: I apologize for this long process that had been causing you inconvenience, Don. Posting the inquiry on the forums is the best thing to do for now.

Rainier C: That is the reason why I am asking you to post your inquiry on the Microsoft Communities page.

Don C: do i have to sign in ?

Rainier C: Yes. You can sign in on that page using your school email that you used as contact email.

Rainier C: After signing in you can immediately post your concern on that website.

Rainier C: Will there be anything else I can help you with?

Don C: i hav esigned in , now what?

Rainier C: Please click Post to the Community.

Don C: ok, now what?

Rainier C: Then enter a title of your inquiry on the box below that.

Rainier C: And hit "Enter" on your keyboard.

Don C: do i enter "e-mail account hacked and i want my account back?"

Rainier C: Yes.

Rainier C: You will be forwarded to a page where you will be given a big field where you can write everything that happened in this chat and in the previous chats you had when you are trying to get your account back.

Rainier C: When you're done please click Post as question below the field where you can write a description of the issue.

Rainier C: Will there be anything else I can help you with?

Don C: i still don't have my account.......

Rainier C: You must wait for the response of our Forum Moderators, Don.

Rainier C: They will still need to review this and investigate what happened.

Rainier C: Sorry for the inconvenience again, Don. After posting your inquiry on the Microsoft Communities page please wait for the response of our forum moderators. You will be notified thru email once they respond to that question.

Rainier C: That is the best thing to do for now.

Rainier C: Will there be anything else that you would need assistance with?