firstly she tried to log into her email account and it did not work, it then said "it looks as though someone else is trying to use this email account"

so she went ahead to fill out the form to prove the account was hers, she had to provide recent emails she'd received/sent of which she could only remember a few as she can't access her emails to see what the addresses are, she also had to provide password changes but she has never changed the password so there wasn't enough information. 

she contacted Microsoft and provided my email as an alternate, they gave her a number/code, shortly after I received an email from Microsoft, I gave them the number/code she was given then I received another email from Microsoft which again had a form to fill out so she filled it out and then I never got another email back. 

she left it a few days then tried to log in her email account again but sadly no luck so she filled out the form again this time she gave her boyfriends email for them to contact, he received an email saying "they were unable to verify the account was hers with the information provided and that they've now blocked her email account until they can verify its hers, to prevent further use and to protect from possible malicious activity"

NOTE: she has tried to log in on both laptop and mobile device (none work)

could anyone please help my daughter get her email account back, thanks in advance