Tried to recover account via ingame login, stuck

So yeah, this is actually for my roommate who is so not computer savvy that I have to make this post, but basically, he tried to recover an old Microsoft account thru the in-game pop up when asked to log-in, and now after DAYS of recovering his account thru Microsoft out of game, the in-game pop-up to Sign-In is still stuck in an endless state of trying to recover the account.

He has:
Turned off/Turned on PC
Reset Internet
Signed into multiple different accounts on to try to reset the ping from in-game

And yeah, basically I ran out of ideas.

Please help, he’s entirely unable to play a game he bought a week ago.

somebody please -Yoinking!- help