Authenticator App Issues - Codes Sent to Unreceived Email & Can't Remove Method

Question

I'm experiencing two related issues with my Microsoft account verification:

1. Verification Code Problem:
   • After password change, codes are being sent to my email instead of my preferred methods (SMS/Authenticator app)
   • No codes arrive in my inbox (checked spam/junk folders)
2. Removal Issue:
   • I cannot remove the problematic email verification method from my account
   • Account settings don't provide an option to delete or change this

What I've Confirmed:

• My account is still accessible through alternative methods
• Other security settings appear correct

Request:

Please help with:

1. Why verification defaults to email despite other methods being active
2. How to remove or replace this email verification method
3. Restoring normal code delivery to my Authenticator app/SMS

Answer 1

Hi @Sokk

Thank you for reaching out to Microsoft Community Support and I apologized for any inconveniences cause by this issue. 

Based on your description, I am thinking that this following information may help you: 

If your account is Work/Business Account: 

• Access to Entra Admin Portal
• Navigate to Protection > Authentication Methods  
• Select Email OTP > Disabled to remove email verification method 

You can review all the Sign in policies at Authentication Methods in order to configure the login option you want 

If your account is Personal Account: 

• Access to My Sign-Ins | Security Info | Microsoft.com 
• Navigate to Security Info > Here you can check and delete Email Verification Option if this displayed then set the Sign-in method to SMS/Authenticator App for your account 

Hope you will solve this problem soon. 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have additional questions about this answer, feel free to click "Comment".   

Note: Please follow the steps in our documentation to enable email notifications if you want to receive updates for this thread.