Share via

Trying to help my neighbour access his Microsoft Account

Fernando Carvajal 0 Reputation points
2025-08-26T03:22:52.4833333+00:00

I am trying to help my neighbour prepare for Windows 10 EOL by signing him up for ESU. Upgrading to Windows 11 is not a viable option as the PC he uses does not meet the minimum requirements and does not have the funds to purchase a whole new PC. There is also the issue that due to his age he will not be able to relearn how to use Windows.

The ESU enrolment is not present on the PC but from what I can tell the PC has met ESU requirements. I have tried to sign into his Microsoft account via browser in an attempt to retrieve more support, however the account has been blocked due to too many password attempts. Upon attempting to recover the account, the phone number registered to recieve the recovery code is connected to a landline phone and therefore does not recieve text messages. After completing the account recovery form, the request was denied due to either incorrect information or not enough information available. I have been trying to work off the information he has provided me but he can barely remember the information himself.

I have been trying to contact someone at Microsoft about this issue, however the phone numbers provided lead to AI bots who hang up on me telling me to try to sign in online. I want to at least close his account so we can make a new one for him.

Windows for home | Windows 10 | Extended Security Update (ESU)
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Gunasekar N 31,480 Reputation points Independent Advisor
    2025-08-26T04:03:54.59+00:00

    Hello, thank you for reaching out to Microsoft Q&A.

    The enrollment wizard for the Extended Security Updates (ESU) program for Windows 10 is rolling out in stages. If you still haven't received this feature, it may become available to your device in the coming weeks as part of the phased rollout.

    Once it is available for your device, you can go to Settings > Update & Security > Windows Update to enroll it. (You will see a link to enroll in ESU). So, please wait until it is displayed.

    However, it seems that you're having trouble signing in with your account because it is blocked due to repeated unusual sign-in attempts.

    Does the user have any other verification methods besides the landline phone number? If you're having trouble verifying your identity, the next option is to reset the security information. To do that, as you mentioned, you will need to get verified by Microsoft after filling out the Account recovery form.

    If you're unable to get verified, you will not be able to replace the Security information and close the Microsoft account now. The account will be automatically deleted after 2 years of inactivity.

    In this situation, you can try the account recovery form to regain access to your old account or if it fails, create a new account.

    Use the new account on the device and make it an Administrator. And, wait for the ESU enrollment wizard to reach your device.

    Let me know if you still need more help.

    0 comments
  2. Craig Long 14,350 Reputation points Volunteer Moderator
    2025-08-26T04:07:36.5766667+00:00

    It's been a long time since you could use a landline phone for account recovery.

    Have you tried to receive a code via email?

    "If you don't recognize any of the verification email or phone options when trying to reset your password, use the Sign-in Helper tool."

    https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

    Craig

    0 comments

Your answer

Answers can be marked as Accepted Answers by the question author, which helps users to know the answer solved the author's problem.