Question about Outlook Express

I am trying to sort out the mess my friend got into with her hotmail account.

She had it hacked by some b*stard who has added his telephone number to the account. She managed to get back into to it once and turned on 2 step verification I believe, but he then managed to add HIS telephone number to the account, and since then she has been unable to get back in.

She has a gmail recovery email on the account.

You get in a loop like this :

Go to reset password

Sends email to the gmail acccount

Go back to login and it wants an alternative method, but you can't use the same email address again - WHY ????? I've just used it ! This is madness

So the only alternative is the phone number which belongs to some b*stard in India.


"Since you recently used this info to reset your password, you need to pick a different way to verify your account.

This extra security step is in place because you've turned on two-step verification. If the other options don't work for you, the info you used to reset your password will work as your second factor starting 12/1/2013."

What on earth does that last sentence mean ?  "the info you used to reset your password will work as your second factor"  I realise the 12/1/2013 means locked out AGAIN. ARRRGGGGHHHHHHHHHHH.

We have had this every time we have tried to reset the password.

Does ANYONE have any idea how to get round this ? It is ridiculous that a legitimate owner of an account finds themselves locked out by a 3rd party who had no right to be there in the first place.

We have tried the normal answer 40 questions recovery method, but kindly, M$ in their infinite wisdom don't let you use this if you have two step verification enabled. "Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know."

So now she has been without her account for about 4 months or so as she keeps getting kicked back out again, and is fed up to the back teeth with the recovery system and anything Microsoft.

I'd be grateful if someone could give us an idea of how we can retrieve this account.

B. Rgds
John

PS I can supply the relevant account information on request, along with DNA samples and anything else required.....