I need to help my dad to log into his account

[Windows 10]

I have try to use the code from his phone to reset the password but the code keeps going into error mode. And I can't log in to ask qustion or even try to chat with an agent on his account as the microsoft answer needed me to go into his log account when I can not even get into it. I do not see what is the point in trying to reset the account when it is bring me back to the Log page instead or the chat-bot

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