I cannot verify my account as Microsoft code email never arrives. I have now purchased 2 x Family Office 365 as my PC told me I had not purchased. I am going around in circles and I am enraged my the lack of access to support.

Hi, Tracy Wright

I understand why you’re angry. This usually happens when the laptop is signed in with one Microsoft account, but the Microsoft 365 Family purchase is linked to a different Microsoft account, or the account verification emails are being blocked or delayed.

Here are some suggestions you can try:

First, check the email account’s Junk/Spam folder and search for @accountprotection.microsoft.com. Verification codes normally come from that address, so add it to your safe senders list if possible.

Also, stop requesting the code repeatedly for a while. Microsoft can temporarily stop sending codes if it detects too many attempts or unusual sign-in activity.

If your recovery email is also an Outlook/Hotmail/Live/MSN address, open one InPrivate/Private browser window for the account asking for the code, then open another Private window to check the recovery email. It is recommended that you do this so the browser does not sign you out of one account while checking the other.

For the subscription/refund issue, go to Microsoft Services and subscriptions and sign in with every personal email address you may have used. The subscription only appears under the account that bought it. If both purchases were made from Microsoft, use Microsoft’s refund/contact flow here: Microsoft subscription refund help. If it was bought through Apple, Google, Amazon, or a retailer, the refund must go through that seller.

If you still cannot sign in, use Microsoft’s Sign-in Helper and then contact Microsoft Support under Microsoft 365 and Office > Manage my subscription.

Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.   

Thank you for your patience in reading, I hope this information has been helpful to you. 

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