Unable to access outlook.com, was asked to fill in form with billing info?

One of my user was not able to access her Outlook.com account, she also lost her access to her secondary email account. Now she was prompted to fill in a form by Microsoft.

What puzzled her was that at the end of the form, it requires her to filled up her billing and credit card info.

Please advise whether it is genuine and why would she needs to fill it up?

Is there anyway to retrieve her primary Outlook.com access back now that she can't get through both her primary and secondary Outlook.com accounts?

Thank you.