Success Story... finally

So there was this lady who came in over a week ago and said that she couldn't get into her hotmail.  Turns out she didn't click the "I want my account to be saved when hotmail changes to outlook" option and she got locked out.  We had to go through several steps for the recovery process.  Because she didn't have another email account or a mobile phone where they could send her password we had to start by creating a gmail account for her.  We then went through the recovery process, which is basically filling out a ton of paperwork and answering questions that you created when you created the account.  Thankfully she remembered the answers to her security questions.  Microsoft then needed 48 hours to determine if she had provided enough information.  She came back today and we logged into her gmail.  Microsoft had decided she had provided enough information for her account to be recovered (yay!) so they sent a password reset link to her gmail.  That was the good news.  The bad news?  The link didn't actually do anything.  When we clicked on it a new tab would open and nothing would happen lol.  So I googled some solutions and long story short we got her password reset and she's in :)  FINALLY success!