Got a new cell number and now I can't access my account.

Dear @Pauly,

Thank you for reaching out to the Microsoft Q&A community. I understand you're unable to access your account because verification codes are being sent to your old, inaccessible phone number. This is a common situation, and the solution depends on your account type. 

To provide the correct steps, could you please confirm: Are you using a personal Microsoft account (like @outlook.com, @hotmail.com) or a work/school account (provided by your company or university)? 

The recovery process is different for each. 

1. If you are using a Work or School Account 

For security reasons, you cannot change your authentication phone number yourself if you are locked out. 

• You must contact your organization's IT help desk or Microsoft 365 administrator directly. 
• Only they have the administrative tools to reset your Multi-Factor Authentication (MFA) settings, remove your old number, and help you register your new one. 

Official Document: If you are unsure who your admin is, this guide may help: How do I find my Microsoft 365 admin? - Microsoft Support 

• The admin can reset your multi-factor authentication configuration on your account. This means the next time you log in; it will treat it as if you never set up MFA, prompting you to set up a new authentication method. At that point, you can scan a new QR code and reconnect your Authenticator app from scratch. 

Your IT Admin may refer to the steps in the link below for guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

2. If you are using a personal Microsoft account 

If you're unable to receive verification codes via the Authenticator app or email, please use Microsoft’s official account recovery form: Recover your account Follow the instructions carefully to verify your identity and regain access. 

• When prompted to send a code to your old number, look for and select the link that says, "I don't have any of these" or "I can't access my security info". 
• The system will then guide you through adding new security information (your new phone number). 

Official Document: Please follow the detailed steps in this official guide under the section "Update your security info if you can't sign in": Microsoft account security info & verification codes - Microsoft Support 

Please let me know which account type you have, and I will do our best to provide further guidance. 

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