Having a problem with a users Microsoft Account. Need assistance urgently.

Previous support rep suggested I create a new thread and provide link to old thread.

PM's: https://answers.microsoft.com/en-us/windowslive/forum/admin-wlsecurity/reset-users-passwords-with-outlookcom-custom/ed8412b0-59dd-4785-ae1d-5e3fc378fb8e?page=18&tab=PrivateMessage

Old Thread: http://answers.microsoft.com/en-us/windowslive/forum/admin-wlsecurity/reset-users-passwords-with-outlookcom-custom/ed8412b0-59dd-4785-ae1d-5e3fc378fb8e?page=18&tm=1380558369022

Thanks.