Can't get past "Enter the code we sent you"

Hello Joshua_007,

Welcome to the Microsoft community.

Below is a detailed troubleshooting guide for the issue where you're stuck at "Enter the code we sent you" and encountering the error “AADSTS50000: There was an error issuing a token or an issue with our sign-in service”. Each section includes explanations and official references to help you understand and verify the steps.

Common Causes & Background

Code Verification Process:

When Microsoft asks for additional verification, it sends a code to your registered security information (backup email or phone number). You’re expected to enter that code in the login prompt. Many users face an issue like: “I can’t see the code or have nowhere to enter it.”

"AADSTS50000" Error:

This is a common Azure/Entra ID error that means there's a problem with token issuance or Microsoft’s sign-in service. It may be caused by service outages, browser/session issues, Conditional Access policies, or tenant misconfigurations.

Step-by-Step Troubleshooting

1. Confirm the Account and Security Info

Double-check which Microsoft account you are logging into (e.g. ******@outlook.com or ******@hotmail.com).

When the login screen says "We've sent a code to @.com", verify if the masked address is yours.

If your backup email is also a Microsoft email, be careful: logging into one Microsoft account may automatically sign you out of another in the same browser.

Tip: Use a private/incognito window or a different browser to check the backup email to avoid account conflicts.

2. Check Your Email Folders Thoroughly

The code is usually sent from @accountprotection.microsoft.com. Check Spam, Junk, or Other folders.

Use search inside your mailbox to find recent messages from “Microsoft” or “account protection”.

Add the domain @accountprotection.microsoft.com to your safe senders list.

3. Browser & Device Troubleshooting

Use Incognito Mode to avoid session issues.

Clear browser cache and cookies.

Try using a different browser, device, or network.

Make sure your system time and time zone are set correctly — this can affect token verification.

4. For “AADSTS50000” Error Specifically

This could be a temporary server-side problem — wait 5–10 minutes and try again.

Avoid using VPNs or proxies that might block Microsoft login endpoints.

If your account is tied to an organization (school/work), contact your IT admin — they may have set policies blocking your login.

5. Can’t Find Where to Enter the Code?

When prompted for the code on Xbox or the Microsoft app, there should be an input box. If it doesn’t show:

Close and reopen the app.

Restart your device.

Ensure it's not a browser/plugin issue.

On the web: go to https://account.microsoft.com/security, and it will prompt for the code if needed.

6. If You Can’t Access the Security Info

Click on the “I don’t have any of these” option (usually below the verification choices).

This starts the account recovery process — Microsoft will ask questions about your account (like old passwords, recent activity, devices used).

Be as accurate and detailed as possible for the best chance of recovering access.

7. Set Up Better Security Options After Recovery

Once you regain access, go to the Security Info section and:

Add a phone number and/or authenticator app;

Remove old or inaccessible emails;

Set up multiple backup methods;

Turn on login notifications for better security.

8. If This Happens on Xbox

Sign out and back into the Xbox app or console.

Ensure the Xbox app is fully updated.

Try logging in through the Xbox website to complete verification.

If there's anything you're not sure about, feel free to drop us a line.

Best regards.

Huy-K | Microsoft Community Support Specialist