1. Windows Central Question's Avatar
    My daughter downloaded cortana on her lumia 635 the phone has somehow found an old microsoft account and we are unable to change the email address to her current one. since then she has lost all her contacts and photos. I plugged phone into computer and can access the photos so they are still on the phone but not accessible on the actual phone can't access the contacts on computer though.
    09-16-2015 07:01 AM
  2. T Moore's Avatar
    Find out the whole story. You can not just download Cortana. It is part of an update.
    Cortana will not activate on a child's account if she is under 13. May be the reason the account was changed.
    Copy the media you want to save to the PC and reset the phone, recover using her account.
    09-16-2015 04:21 PM

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