How do I reset a msntv subscriber’s password, if she doesn’t remember the security question answer?

My mom is an msntv subscriber, which is ending this month.  She doesn't know her pw or her security question answer.  How do I reset that for her as I try and upgrade her to an outlook.com account? Her name is Lois Isola-Pasqual.  And her email is *** Email address is removed for privacy ***