Verification doesn’t work

Question

I can’t login via any verification method to update my payment information and nothing works

Answer 1

Follow these steps depending on where verification is failing.

1. If this is a personal Microsoft account (Outlook/Hotmail/Live/MSN)

1. Try to update or replace the security info

• Go to the Security basics page and sign in: https://account.microsoft.com/security
• Select Update info.
• Choose a method that still works (email, phone, or Authenticator) to receive a code.
• If none of them work, select I don't have any of these and follow the prompts to add new security info.

If the alternate email is also a Microsoft account (@outlook.com, @hotmail.com, @live.com, or @msn.com):

• Use a browser in privacy/InPrivate mode.
• In one InPrivate window, sign in to the account that is asking for the code and leave that window open on the verification page.
• Open a second InPrivate window and sign in to the alternate email account to read the verification email.
• Copy the code and paste it back into the first window.

If codes still do not arrive or the account is locked/flagged:

• The account may be locked for unusual activity or security reasons. In that case, verification messages might not go through until the security issue is resolved.
• If no verification method is available, it may be necessary to wait until access to the registered phone/email is possible or choose a different method. Support agents cannot send verification codes or change account details for security reasons.
• If sign-in is completely blocked, use the sign-in helper tool: Sign-in helper (https://go.microsoft.com/fwlink/?linkid=2300860).

2. If the issue is with bank/payment verification (Strong Customer Authentication)

If the failure happens when trying to pay or update payment info and a bank verification code is not working or not received:

• Make sure the mobile number and email registered with the bank are correct.
• Check Junk/Spam for the bank’s verification email.
• Confirm network/cellular connectivity.
• If no code after about 3 minutes, select Resend code on the bank’s verification prompt and check again.
• If the code fails or the session times out, refresh the page, request a new code, and enter it again.
• If it still fails, contact the bank so they can validate or update the contact info associated with the payment method and help complete the authentication.

3. If multiple attempts have already been made

• Too many failed sign-in or verification attempts can trigger temporary lockouts or rate limits.
• Wait for the lockout/cooldown period (often up to 24 hours) before trying again, and avoid repeated attempts during that time so the timer is not reset.

4. If more help is needed

• For general sign-in issues with a Microsoft account, use the Sign-in helper tool.
• For technical issues not related to identity verification (for example, problems with the Microsoft 365 subscription itself), go to Contact Microsoft Support (https://go.microsoft.com/fwlink/?linkid=2300955), describe the problem, select Get Help, and then Contact Support if still needed. Note that support agents cannot send password reset links, verification codes, or directly change account security details.

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References:

• Troubleshoot Microsoft verification code issues
• Payment Services Directive 2 and Strong Customer Authentication