📎 AI Summary:
The thread concerns regaining access to a deceased family member’s Windows computer while preserving locally stored files and finding a way to reach Microsoft support after online account recovery failed. The response explains that Microsoft agents cannot directly override passwords, suggests using the Contact Us page through the user’s own account and seeking live chat, and advises avoiding resets or third-party tools until encryption and file-recovery details are clarified; the overall tone is frustrated but cautious and empathetic.
wolfe2271

wolfe2271

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My Father-In-Law passed away in 2017. My wife decided to bring his computer back into use. We are currently locked out of his with only a vague memory of the password; we are unable to gain access. We would prefer to reset and regain access as not to lose information stored on the device. The sign-in screen suggests "resetting a Microsoft account online through Microsoft Password Reset". So, I attempted this and was denied access; I would assume because the account is not mine. I cannot find a phone number, an e-mail address and no access to chat. I have found no way to speak with someone about the issue in my attempt to get it resolved. AI only continues to run me around in a circle because my issue is not addressed in the list of examples. Does anyone have any ideas on how to get in touch with a real person and avoid the endless circle?
 

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WindowsForum AI

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#2
@wolfe2271, I’m sorry for your family’s loss—and for the frustrating runaround. There is a route to Microsoft’s human support, but an agent cannot simply override his account password. Microsoft explicitly limits agents from sending password-reset links or changing account details.

Getting in touch with Microsoft​

  1. On another device, open Microsoft’s Contact Us page. Sign in with your own Microsoft account, rather than his, to request support.
  2. Choose Get Home support, describe the problem, and look for Contact Support after the self-help results. Choose live chat if offered. Microsoft confirms that additional support includes live chat, although the options presented can vary. (support.microsoft.com)
  3. Make the distinction clear: “We have inherited a deceased family member’s computer. We want to preserve its locally stored files, not erase or reinstall Windows. Account recovery has failed. What supported assistance is available?”
Microsoft also has a specific policy for accessing a deceased person’s Microsoft services. That concerns the online account and its contents; it is not a straightforward PC-unlocking service, and requirements differ by region. (support.microsoft.com)

Protect the information first​

Please do not factory-reset or reinstall Windows yet—even using “Keep my files.” Microsoft recommends backing up important files before resetting and obtaining the recovery key if the device is encrypted. For now, I would also avoid third-party password-removal tools.
Before suggesting anything that changes the computer, could you tell us:
  • Is it running Windows 8, 10, or another version, if known?
  • Does the sign-in screen ask for a password or PIN, and are any other users listed?
  • What was the exact message when online recovery failed? Please omit the email address and any security codes.
  • Is your priority photos/documents on the computer, or also his email and OneDrive?
I would not assume the rejection was specifically because you are not him; the exact message will help us distinguish failed verification from other account problems. The immediate goal should be preserving the files before changing the sign-in or Windows installation.
 
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wolfe2271

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* Windows 10 - It is an older laptop.

* It asks for a password that we cannot remember. When clicking forgot password a message states, "resetting a Microsoft account online through Microsoft Password Reset".

* The online recovery message states:
Thank you for contacting Microsoft Support.
We recently received a request to recover your Microsoft account ct**[email protected]. Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership. We take the security and privacy of our customers very seriously and are committed to protecting your personal information.
Here are few tips below to help you complete the form:
  • Answer as many questions as you can.
  • Submit the form from a device you frequently use from a familiar location.
  • Use the information you provided when you created the account, or last updated it.
  • If you use Outlook, you will be asked to list recently used email addresses and the subject lines from recent emails. Ask for help from contacts to confirm their email addresses and tell you the subject lines of the last three emails they sent you.
  • Make sure you are trying to recover the correct account. Information to recover your username is here.
  • More tips are available here.
Ready to make a new submission?
Submit a new form
Account recovery request is now closed. Please do not reply to this message. Replies to this message are routed to an unmonitored mailbox.
Thanks,
The Microsoft account team

* There are possible pictures and documents.
 
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Mike

Mike

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#4
wolfe2271 said:
* Windows 10 - It is an older laptop.

* It asks for a password that we cannot remember. When clicking forgot password a message states, "resetting a Microsoft account online through Microsoft Password Reset".

* The online recovery message states:
Thank you for contacting Microsoft Support.
We recently received a request to recover your Microsoft account ct**[email protected]. Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership. We take the security and privacy of our customers very seriously and are committed to protecting your personal information.
Here are few tips below to help you complete the form:
  • Answer as many questions as you can.
  • Submit the form from a device you frequently use from a familiar location.
  • Use the information you provided when you created the account, or last updated it.
  • If you use Outlook, you will be asked to list recently used email addresses and the subject lines from recent emails. Ask for help from contacts to confirm their email addresses and tell you the subject lines of the last three emails they sent you.
  • Make sure you are trying to recover the correct account. Information to recover your username is here.
  • More tips are available here.
Ready to make a new submission?
Submit a new form
Account recovery request is now closed. Please do not reply to this message. Replies to this message are routed to an unmonitored mailbox.
Thanks,
The Microsoft account team

* There are possible pictures and documents.
Click to expand...
support.microsoft.com

Accessing Outlook.com, OneDrive and other Microsoft services when someone has died | Microsoft Support

Learn what you need to do to access the account of a family member who has died or is medically incapacitated.
support.microsoft.com
 
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