Both verification methods

Question

Hello,

I am experiencing problems logging into my Outlook account. When I try to sign in, I am asked to verify my identity, but both verification methods are not working.

Answer 1

Hey there! Nice to meet you!

Based on your description and the error you are experiencing indicates that your account is temporarily blocked due to the system detecting unusual activity.

Kindly perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl

Answer 2

Follow these steps to regain access when both verification methods fail:

1. Check for common delivery issues
   • If using SMS:
     • Make sure the phone is turned on, has signal, and can receive texts from unknown numbers. If the phone blocks unknown senders, change that setting, then choose I don't have a code to resend.
     • Confirm the number is a mobile number, not VOIP. VOIP numbers cannot be used for verification.
     • Ensure the SMS inbox is not full and the messaging app is working properly.
   • If using email:
     • Check the junk/spam folder for a message from @accountprotection.microsoft.com.
     • Mark @accountprotection.microsoft.com as a trusted sender so codes arrive in the inbox.
2. Confirm the security info on the account
   • If sign-in is possible in any way (for example from a device where already signed in), go to the Security info / Security basics page for the Microsoft account and verify that the phone number and email are correct:
     1. Sign in to the Security basics or Security info page.
     2. Select Update info.
     3. Choose a method that is known to work, or select I don't have any of these to replace the security info.
3. If codes are not arriving at all
   • Avoid repeated or excessive requests for codes; too many attempts can trigger a temporary block where Microsoft stops sending codes.
   • If there is unusual activity or heavy compromised traffic from the region, codes may be delayed or blocked temporarily. In that case, wait and try again later rather than repeatedly requesting new codes.
4. If the verification screen looks wrong or incomplete
   • Sometimes the verification page does not fully render, especially in embedded windows (for example, inside Outlook) or with cached/blocked content.
   • Try in a full browser using a Private/InPrivate/Incognito window and sign in at the Microsoft account security page, then attempt verification again.
   • If it works there, the issue is likely with cached credentials or blocked cookies in the original app or browser.
5. If neither method is accessible anymore
   • When prompted for verification and none of the listed methods can be used, select I don't have any of these if that option appears. This starts an alternate recovery process where security info can be replaced.
6. If still unable to sign in
   • Use the sign-in helper tool for Microsoft accounts to diagnose sign-in issues and see available recovery options: Sign-in helper.
   • If codes are still not received and no method works, contact Microsoft Support via Contact Microsoft Support and choose the Microsoft account sign-in category. Support cannot send codes or change security info but can guide through available options.

For future reliability, consider adding multiple security methods (mobile number, alternate email, and Microsoft Authenticator) once access is restored, so there is always at least one working method.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account

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