General Info

Chat start time

 Nov 13, 2013 6:47:05 PM EST

Chat end time

 Nov 13, 2013 7:26:08 PM EST

Duration (actual chatting time)

 00:39:02

Operator

 Rommel N

Chat Transcript

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info: Privacy Statement 

You are now chatting with 'Rommel N'.

Rommel N: Thank you for contacting Microsoft Account support, my name is Rommel N,  I am reviewing what you have submitted today.

Tracy: hi

Tracy: i don't know if my account is closed or not

Tracy: i have not used it in a long time

Tracy: but i have been trying to get into it for a while now

Rommel N: Hello Tracy Thank you for waiting. I can see here that you are having issues with accessing your account and you have forgotten your information. Did I get it right?

Tracy: but i don't remember anything and its really frustrating

Tracy: yes

Rommel N: Thank you for that information. But you still remember your login details?

Tracy: i know i used it for msn skype

Rommel N: Ok.

Tracy: emails i got from kim...i used it for my blackberry

Tracy: i used my old high shcool address

Rommel N: Ok.

Tracy: valermo dr

Rommel N: Do you still know your email address?

Rommel N: And/or its password?

Tracy: *** Email address is removed for privacy ***

Tracy: not the password

Rommel N: Thank you for that information, however, please refrain from providing any personal information including email addresses over chat interactions for your own security.

Rommel N: Ok.

Tracy: i know i've used reckless1

Tracy: matthew15

Tracy: but i don't know how old those are

Rommel N: Can you try to sign in first with this link to try those passwords?

Rommel N: Please click here to sign in.

Rommel N: Let me have the exact message that you receive on the screen when you sign in.

Rommel N: This will help us identify the issue that you are having.

Tracy: You've tried to sign in too many times with an incorrect email address or password.

Tracy: i've sent request to get this resolved and nothing

Rommel N: OK. The first step to do is to have a password reset.

Rommel N: Microsoft account PW Reset

Rommel N: https://account.live.com/password/reset 

Rommel N: May I know the options that are available for resetting your password?

Tracy: i've tries that many times

Rommel N: Ok. Is there any error message that it provides?

Tracy: Reset your password Select an option for resetting your password. Security Question I can't use any of these options. You can still get back into this account by filling out a questionnaire. We'll get back to you within 24 hours (typically a lot sooner).

Tracy: i don't remember my answer

Tracy: for the security question

Rommel N: I understand.

Rommel N: Did you try the "I can't use any of these options"?

Tracy: yes

Rommel N: This is the account recovery request.

Rommel N: May I know what happened after submitting the form?

Tracy: and because i don't remember my info it sent me an email saying i did not provide enough info

Rommel N: I see. Thank you for providing me that information.

Rommel N: Here is what we can do.

Rommel N: Since we do not have the access to validate your account, I will provide you with a link that will escalate this issue by creating a support request to our Account Specialists since they have the means to pull up accounts.

Rommel N: For the request to proceed, you have to sign in first with the link that I will be providing you using any other active or new Microsoft account and not the affected account.

Rommel N: Do you have another active Microsoft account that is available to use?

Tracy: yes

Tracy: and how long will this process take

Rommel N: I'm glad to hear that.

Rommel N: You will be receiving a response from our Account Specialists anytime within 24 hours.

Rommel N: Microsoft account Team

Rommel N: http://windows.microsoft.com/en-US/windows-live/id-support 

Rommel N: Upon clicking the link, please choose "I'm having trouble signing in " and then sign in your other Microsoft account.

Rommel N: You will need to fill up the applicable details and click "Submit" when you're done. That will create a support request.

Rommel N: Here is what I can suggest.

Rommel N: When you fill up the this support request, please indicate on your comments under detailed description what had transpired during our engagement and the steps that you had taken. This will resolve your issue sooner when details of your concern is indicated.

Tracy: thank you

Rommel N: You're welcome.

Rommel N: Your support request will allow our Account Specialists to access and investigate your account. In this way, Microsoft continuously secures all its accounts and with this, only the legitimate users like you can successfully request to check or/and access back their accounts

Rommel N: Do not forget to check also the junk or spam folders of your contact email address. Please wait for the response. 

Rommel N: They will need this time to review and validate the information you provided. Microsoft takes security seriously when handling any personally identifiable information. We appreciate your patience on this. Thank you.

Rommel N: Will there be anything else that I can help you with or any clarifications that you may want to ask?

Tracy: i signed in but where do i go to fill out this request

Rommel N: Microsoft account Team

Rommel N: http://windows.microsoft.com/en-US/windows-live/id-support 

Rommel N: Upon clicking the link, please choose "I'm having trouble signing in ".

Rommel N: You'll get to a support request form.

Tracy: there is no form

Tracy: there is a red X

Rommel N: I see. Can you refresh you page by clicking "F5"?

Tracy: is there a number i can call

Rommel N: Just to set an expectation, Microsoft has no phone support for any Microsoft email account issues. We have this chat support group and our Account specialists as our back-end team.

Rommel N: The form that you are going to create is the only way left to have your access back but I'm sure with their access and your information, you're gong to have it back.

Rommel N: If refreshing the page did not help you on this page, please have your browser be optimized by clearing its browsing history first.

Tracy: still the same thing

info: Your chat transcript will be sent to *** Email address is removed for privacy *** at the end of your chat.

Rommel N: I understand. If you are having trouble with this page, let me get you a different way to get to their department and this is by posting this issue into the forum.

Rommel N: Microsoft Community Forum

Rommel N: With this link, you'll get to the same department if that page fails to have your support request.

Rommel N: Please click "Participate" to get you started.

Rommel N: Hello, are you there? I have not received any response from you. Let me know if this link works.

Tracy: ok thank you

Rommel N: You are most welcome. It is my pleasure assisting you. 

Rommel N: As the legitimate owner of your account, I know that with this method you will be going to get your access back. 

Rommel N: So are you all good now? . Will there be anything else that I can help you with or any clarifications that you may want to ask?

Tracy: thank you I hope that i do

Tracy: that is all for now thanks

Rommel N: You're welcome. Thank you for your kind words. I appreciate it.

Rommel N: To end your chat session please click the "CLOSE CHAT" above the chat window. If you have any additional questions after you disconnect, feel free to contact us again. Thank you for contacting Microsoft account Support.