I used to work as help desk support for a Microsoft shop. I have a client who called so often that I recognized their voice. Without fail the conversation was always the same.
Client: I forgot my email password. Can you reset it?
Me: Do you have outlook open right now?
Client: Yes, and it’s asking for my password, what is it?
Me: It’s the same as the password you used to login to Windows this morning.
Client: Ok, what is that!?
Me: When you came to work this morning you had to login to your computer, right?
Me: Ok, so the password you used this morning is the password you need to use now for your email.
Client: I can’t remember that! Can you just reset it?
Me: If I reset your password I will have to call your manager and let them know the new password as per company policy.
Client: No! No! I’ll get in trouble again! Can’t you just look it up or something!?
Me: Ok, lets try this. Log out of Windows….
At this point I would have to explain what the start button is, and how to log out.
Me: Ok, now do you see your name on the login screen.
Me: Try to login.
Client: Ok, I’m logged in.
Me: Which password did you use?
Client: I typed in [redacted]
Me: Great! Now open outlook and type that in when it asks.
Client: Ok! That worked! *hangs up*