microsoft outlook - can't access verification code sent to an old phone number

Question

I am trying open microsoft ourlook on my laptop and it is sending a verification code to a phone number I no longer have. I have updated the phone number in my profile in microsoft outlook thru the Office 365 Portal

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Moved from: Outlook | Windows | Classic Outlook for Windows | For business

Answer 1

Dear @Greg Lyons, 

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re having trouble accessing Microsoft Outlook on your laptop because the verification code is being sent to a phone number you no longer use, even though you’ve already updated your phone number in your Microsoft account through the Office 365 portal.

I sincerely apologize for the inconvenience caused by this issue.

Regarding this situation, although your phone number has been updated, Microsoft’s security system may still rely on the previously registered number for certain sign‑in checks. Once the security details are re‑verified, the code should be sent to your current phone number.

Therefore, if you're an end-user, please reach out to your IT administrator for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.  

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.  

For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Add or change authentication methods for a user

Here's how to find your IT Admin: How do I find my Microsoft 365 admin? (please also kindly reach out to your colleagues, managers, etc. to see if they have the IT department contact) 

As much as I’d like to assist you directly, only your company/organization's IT administrator can reset or update the authentication settings for your account. Please reach out to them for further help, as they have the necessary access to resolve this issue.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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Answer 2

If you're unable to access the verification code sent to an old phone number, you can try the following steps:

1. Check Your Account Settings: Ensure that the new phone number is correctly updated in your Microsoft account settings. You can do this by logging into the Office 365 Portal and verifying the security info section.
2. Use Alternative Verification Methods: If you have set up other verification options (like an email or authenticator app), try using those to receive the verification code instead.
3. Contact Support: If you still cannot access your account, you may need to contact Microsoft Support for further assistance. They can help you recover your account and update your verification methods.
4. Recovery Form: If all else fails, you can fill out the official recovery form at account.live.com/acsr to regain access to your account.

Remember, having access to at least one of your security methods is crucial for account recovery.