How to log back in my @outlook.com account when I'm getting error like "That verification method isn't working right now. please try another method"

Question

How to log back in my @outlook.com account when I'm getting error like "That verification method isn't working right now. please try another method"

Nikhil keshari 25

Four days ago, I was using my laptop normally when I received a pop-up saying something like “Windows update is here.” Shortly after, my laptop automatically began updating with a message saying “Update is under way.” Once the update finished, the laptop shut down unexpectedly.

When I tried to turn it back on, I was met with a message saying: “Something happened and your PIN is not available.” It then prompted me to sign in using my Microsoft account: ***personal information ****@outlook.com

Unfortunately, I don’t remember the password for this account, so I clicked on “Forgot password.” The recovery process asked me to enter the last four digits of my phone number, which I did correctly. But when I clicked “Get the code,” I received an error message: “That verification method isn’t working right now. Please try another method.”

The problem is—there is no other method shown to me. I’m completely locked out of my laptop and my account, and I don’t know how to proceed.

I’d really appreciate any help or guidance on how to recover access to my account or bypass this issue.

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Answer 1

Victor1-V 13,025 Microsoft External Staff Moderator

Dear Nikhil keshari,

Thank you for posting to Microsoft Q&A forum.

I understand that you are completely locked out of your laptop and your Microsoft account after a Windows update. I also understand your confusion and frustration, and I apologize for the inconvenience this has caused. The most effective way to regain access to both your laptop and your account is by successfully regaining access to your Microsoft account. Please try the below steps to resolve the issue:

1. Troubleshooting Verification Code Issues

First, let's try some common troubleshooting steps to see if you can get the verification code. Please go to the following article and follow the steps provided there: Troubleshooting verification code issues - Microsoft Support

The article suggests: trying another method if one is available, trying a different network, waiting, and using the sign-in helper.

2. Using the Microsoft Account Recovery Form

If following the steps in the article above does not help and you still cannot receive a verification code, your next step is to use the official Microsoft Account Recovery Form. This automated process is designed to help you prove ownership of your account by providing detailed information.

From a different device, go to the Recover your account.
Fill out the Account Recovery Form. Provide as much accurate information as you can. This is the most critical step to getting your account back.
Use a working email address where Microsoft can contact you about your recovery request. This email will only be used for the recovery process.
Submit the form. If your initial attempt is unsuccessful, please keep trying.

For detailed information about the Microsoft Account Recovery Form, you can refer to this article: Help with the Microsoft account recovery form - Microsoft Support.

Once you have regained access to your Microsoft account, you can use the new password to sign in to your laptop. This should also allow you to resolve the "PIN isn't available" issue by resetting your PIN on the login screen.

We appreciate your patience while we work on this issue. Please feel free to let me know if you have any further updates.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Mak 0 Reputation points

2025-10-05T10:55:53.1966667+00:00

I have this same issue on my new phone. I don’t have access to my old phone as I have sold it. I have MFA set up on my account but in order to generate a code, I need to login to the email on the Authenticator app. In order to login, I need a code.. when trying to use my second method to login via SMS, I’m getting the same message as OP. I’ve tried all the troubleshooting suggestions and submitted a recovery form. I have also entered my 25 digit security code but have no idea where to go now? This is an important email account and I NEED to regain access..
Nikhil keshari 25 Reputation points

2025-10-06T06:15:22.7+00:00

I'm going to wait for the verification code now, as the issue might be related to the high volume of repeated requests I've made over the past couple of days. Thanks for your reply though. update: After waiting an entire day, I attempted to reset my password using SMS code verification, but I encountered the same issue as before. I also tried using the account recovery form, but it was rejected due to insufficient information linked to my @outlook.com account. The problem is, this account is over four years old, and I wasn’t even aware I had been using an @outlook.com address all this time. So, do I've any other way to access my account back?
Victor1-V 13,025 Reputation points Microsoft External Staff Moderator

2025-10-08T07:51:52.76+00:00
Dear Nikhil keshari,

Thank you for getting back to us, and thanks for sharing more details on the issue.

We understand your surprise and concern about discovering the @outlook.com address on an account you've used for over four years. This situation is actually quite common and usually relates to how Microsoft manages account aliases.

Microsoft accounts use aliases, which are simply multiple email addresses (or usernames) that all lead to the same account and inbox.

You likely started the account using a non-Microsoft email (like @gmail.com).

Over time, an @outlook.com address was created and linked as a secondary name for your account.

The issue is that this @outlook.com address is likely set as the Primary Alias. This makes the system default to it for official communications and password resets, even if you sign in with your original email.

Because the account is over four years old, making any changes to the primary alias or security settings requires direct support to protect all your linked services and data.

The safest path is to contact Microsoft Support directly for further assistance to verify your ownership and manage the unexpected @outlook.com alias. Please use the following steps to get in touch with them:

Go to the Microsoft Support contact page: Contact - Microsoft Support

In the search bar, type a brief description of your issue (e.g., "account recovery unsuccessful").

Click on Get Help, then scroll to the bottom and select Contact Support.

In the dropdown menus, select "Other Products" for "Product and service" and "Manage Account Security" for "Category."

Click on Confirm, then select the option to "Chat with a support agent in your web browser."

Confirm your personal email when prompted—this is the email Microsoft will use to communicate with you during and after the support session.

Explain your situation clearly: Be concise but provide all the relevant details.

Persistence: It can sometimes take multiple attempts to reach a helpful agent. Don't get discouraged if the first agent just directs you back to the form; explain that you've exhausted that option and need further assistance.

Please let us know if you encounter any difficulties reaching Microsoft Support, and we will do our best to assist you with the process.
Victor1-V 13,025 Reputation points Microsoft External Staff Moderator

2025-10-08T08:22:18.2+00:00

Dear Mak,

We recognize that your situation is critical and appreciate you providing such clear details. You are currently experiencing a Multi-Factor Authentication (MFA) lock-out compounded by the loss of access to your old phone, which is a frustrating loop to break.

Because MFA is enabled, the automated account recovery form is disabled for security reasons. You're currently stuck in a frustrating loop where you need the Authenticator app to log in, but you need to log in to set up the app on your new phone. Since the SMS method is also failing, the system is clearly blocking all less-secure routes. Your only effective path is to reach out to a Microsoft support agent for further support.

You can reach them through the Microsoft Support contact page: Contact - Microsoft Support

For the detailed steps on how to contact a Microsoft Support Live Agent, please refer to my latest response to Nikhil keshari.

Note: Clearly state that you are completely locked out, you have lost access to your old phone, and you cannot complete the MFA loop. Be sure to mention that you have the 25-digit security code, as this is a vital piece of verification information that they may be able to use.

If you run into any trouble connecting with a live agent, please don't hesitate to let us know so we can try to assist further.
Mak 0 Reputation points

2025-10-08T18:49:21.77+00:00

Thank you for your reply! Unfortunately, the person on live chat stated they are unable to do anything other than check the status of my account. They said there’s a “pending security update” so I’m hoping that will give me access eventually..
Victor1-V 13,025 Reputation points Microsoft External Staff Moderator

2025-10-11T09:17:27.9333333+00:00

Dear Nikhil keshari,

I'm following up on our previous guidance regarding the complexities of your Microsoft account aliases.

I understand that the best path forward is to connect directly with a support agent. Have you successfully contacted a Microsoft Support agent via live chat yet, and if so, what was the result?

Your update is important, and we're here to provide any further assistance needed.
Victor1-V 13,025 Reputation points Microsoft External Staff Moderator

2025-10-11T10:05:01.76+00:00

Dear Mak,

Thank you for your update. I truly understand your frustration and concern after receiving an unclear status like "pending security update" from the live chat agent.

I sincerely apologize that the official support channel was unable to provide a direct resolution for your MFA lockout issue. Given that your issue is now flagged as an internal security hold, the necessary steps for resolution will be handled through that internal process since we cannot access or directly influence this internal security status from this public forum.

I regret that I cannot offer further steps here, but I genuinely hope the security hold is lifted swiftly so you can regain access soon.
Mak 0 Reputation points

2025-10-11T15:51:58.1666667+00:00

Thank you. Do you happen to know how long it takes? How will I know when I can attempt to log in again? Thanks