Can't sign in, can't reset password as forgotten memorable word

[macsmurf]

Hello. I'm actually posting this on behalf of an elderly gentleman who hasn't been able to log in to his account since 16/7. He swears he hasn't changed anything, he also doesn't have any recollection of setting a memorable word, or what it might be. What does he need to do to re-enable access to his account? Thanks in advance.

[Carley_S]

HI @macsmurf 

Welcome to the community forums 

Thank your for getting in touch with us of behalf of one of our customers who's unable to access their online account. 

Are they able to use the forgotten password link on the log in page and follow the steps advised? This will send them an email so that they can change the login password to access the account. 

If not, we're able to send a password reminder letter to the home to remind them of their memorable word, this can take 10 days to be processed and received. Do you know if the customer has anything urgent they're looking to discuss or check on their account at all?

[macsmurf]

Many thanks for the reply. Unfortunately, as he can't log in, he can't receive email: we tried the forgotten password link, but we couldn't get very far. We spoke to Customer Support, but this was on Friday 19th, the day of the global MS issue, and the support representative could not access the system to take the issue any further. She did say that she would phone back when the systems were back up, but warned that she would need the gentleman's memorable word at that point, which was when my friend realised that he had no notion of what his memorable word was. I'm going back to see him tomorrow, and I think we'll try phoning Support again: if that doesn't get us any further, would the next step be for him to post on this forum himself, so that you can possibly DM him directly? He does apparently have urgent emails that he needs to access.

Many thanks for your help so far. (By the way, I'm referring to him as "elderly": I'm 71 myself, but he was born in 1940, and struggles with technology generally, whereas I'm an Apple-trained technician, which is why I'm trying to help him out!)

Regards,

[newapollo]

Hi @macsmurf 

It's possible that the gentleman may be able to access stored passwords in a browser such as Chrome if he has enabled that.

If he phones then the agents should be able to ask him other questions to verify him as the account holder.

They will probably need him to confirm his email address, also a number of financial details such as the amount of his next or last payment, billing date, bank sort code

[macsmurf]

Thanks @newapollo. We checked the saved passwords in Safari (and the Keychain), but although there were a few there, none of them worked. It does look like his password did somehow get changed, although he is adamant it was not by himself. Let's hope the phone call tomorrow can get his account back!

[Matthew_ML]

Thank you for letting us know this.

Please can you keep us updated on how the phone call goes today. 

If you need anything after this, please do let us know.

[macsmurf]

Okay, following this afternoon's phone call to Support, the upshot is that my friend Mr. R's account has been locked for reasons unknown, which apparently happens sometimes, and that the technical team will now follow a procedure to unlock the account (which may take up to 5 working days), at which point they will email (!) and text him to let him know what he needs to do next. I'll follow up to let you know the outcome of this!