Any computer wizards?

[Dave Rifkin]

My wife just bought a new laptop. I was trying to set it up for her today but, the password is not taking. I figure no big deal, I will just create a new password.
I try that and Microsoft wants me to enter the old password which it isn't accepting.

The other option is to have Microsoft send a code to my phone so I can make the change. Apparently my cellphone is associated with the account(?) because it won't send the code to my phone.

Long story short, I can't reset / create the password so I can't complete the installation of her new laptop. I tried to find a was to actually speak to someone from support but, that is impossible.

Any ideas?