Resetting A Microsoft Account Password - Help!

I have a client who has totally forgotten the password to her Microsoft account. She and I are trying to get Microsoft to give us a reset option. The password is required to start Windows 10. No other accounts are set up on the PC.

The Microsoft account is "xyz@sbcglobal.net". While she has forgotten the password to the Microsoft account needed to start Windows, we were able to reset the password and ability to access the xyz@sbcglobal.net e-mail address through her ISP, the att.com webpage.

When I go to the Microsoft account live password reset page, it will not allow me to send the password recovery instructions to xyz@sbcglobal.net. I tried using a different e-mail address (abc@yahoo.com) and had the customer answer a bunch of security questions. No luck. Microsoft denied the request submitted for the alternate e-mail address.

Microsoft's website is useless on finding a way to send the password reset to the xyz@sbcglobal.net e-mail address. Other than pulling her hard drive to backup her data and then totally reformatting the PC, I'm out of ideas.

Does anyone know a way to get Microsoft to send her password reset instructions to the same e-mail name(xyz@sbcglobal.net) as what her Microsoft account is? Thanks in advance for any help you can provide.

 

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