Here are my 2 problems:

1. I had a hotmail account that switched to Outlook.com

I signed in and all of my previous email folders from Hotmail are missing.

2. My boyfriend had a hotmail account. He tried 2 or 3 possible passwords to get onto Hotmail (now Outlook.com) and they said that the passwords weren't correct. He filled out a questionnaire about who he is, his grandfather's occupation, folder names from his old hotmail account, email addresses that he sent emails to --- all to verify his identity -- and hasn't heard anything back.

He needs to log on. He needs a password reset. And he needs to access his old emails. 

But I have logged on and my folders are all missing.

SOMEONE PLEASE HELP!!