Not receiving SMS security code when accessing account

Question

I am trying to access my son's email account from a new computer.

It is a child account (email) we created various years ago. He only used the account to play minecraft. No email send/receive, not even accessing the account to look at the inbox. I manage the family setting to limit use of minecraft, gaming, etc.

We recently purchased a windows computer and when trying to sign in, I got a request to get a code as follow right after inputing the password:
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Help us protect your account

We've detected something unusual about this sign-in. For example, you might be signing in from a new location, device or app.

Text ********44

To verify that this is your phone number, enter the last 4 digits including 44, and then click "Send code" to receive your code.

Last 4 digits of phone number

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I unput the last 4 digits of my cellphone, which I rememeber it worked in the past and I never get a code. I tried to do the login on my computer and have the same request.

Browising the internet seems like a general problem, we don't have a secondary email or any verification option.

Please help!

Answer 1

Hey there! Nice to meet you!

The error you received: "We've detected something unusual about this sign-in. For example, you might be signing in from a new location, device or app." This indicates that the account is temporarily blocked due to unusual activity.

Unfortunately, the blocking process is fully automated as a security measure, and the Support cannot help you. The official Microsoft website states that Support is not permitted to provide a password reset link, access an account, or change any account details: https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Also, you can't receive the verification codes if the account is blocked due to unusual activity, as stated in this link, particularly the part "I'm not getting my verification code, what do I do" section: 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

Please perform these steps to resolve an account block:

1. Perform a password reset using an InPrivate window or Incognito. Also, try using different devices and network services.
2. Wait 24 hours to recover the account, but please make sure not to reset the password within that timeframe, as this may reset the lock cooldown.
3. If it doesn't work after 24 hours, try waiting exactly 48 hours before resetting the password.

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

Best regards,

Darhyl

Answer 2

If you're not receiving the SMS security code when trying to access your son's email account, here are some steps you can take:

1. Check Phone Number: Ensure that the phone number associated with the account is correct. If it’s not your phone number, you may need to recover the account using the correct number.
2. Retry Sending Code: You can attempt to request the code again. Sometimes, there may be delays in receiving the SMS due to network issues.
3. Use Alternative Methods: If possible, check if there are other verification methods available, such as using the Microsoft Authenticator app or a phone call for verification instead of SMS.
4. Third-Party Apps: If you have any third-party security apps installed on your phone, they might be blocking the SMS. Try disabling them temporarily to see if that resolves the issue.
5. Check for Blocks: Ensure that your phone is not blocking messages from unknown numbers or short codes.
6. Contact Support: If none of the above steps work, you may need to reach out to Microsoft support for further assistance in recovering the account.

Remember, if the account is a child account, you may also need to manage it through the family settings in your Microsoft account.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Troubleshoot Azure Multi-Factor Authentication issues