Log in problem

Question

Hello, my SIM card is no longer working but to log into my outlook it requires that I receive a text or call. When I press "try another way", these two options are only listed though I have the authenticator app. What's the next step to resolve this problem?

Answer 1

Hi @Anonymous ,
Are you trying to log in to your email account with two-factor verification in Outlook desktop client? Or in web mail?
If you are using Outlook desktop client, then what's the version of your Outlook? (File > Office Account > About Outlook). As I know, in some older versions of Outlook desktop client, the two-factor verification feature might not be supported, so please make sure you have upgraded your Outlook to the latest version.

Besides, to confirm if the issue is related to your Outlook client, please try to log in to your web mail and see if the issue has any difference.
According to my tests, when the the two-factor verification feature is enabled, it will automatically log in from the Authenticator App first when trying to log in to the account. So, if you could not see this option in your web mail as well. I'm afraid that the issue might be more related to your email account itself. Please try to visit this link: Security settings to confirm if you have successfully enabled this feature or if this method has been expired. If you could not log into this link, you might need to contact your administrator for more help.

Here is some reference documents I found, hope these could be helpful:
Common problems with two-factor verification and your work or school account

If I misunderstood your issue, please feel free to let me know. Thanks for your understanding and support.

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