Cannot login to backup accounts

Question

Hi, i am signing in to outlook mail to backup account. At otp verification step i couldn't receive any otp email to my outlook mail. That account still loginable via browers,... pls help. Thanks

Answer 1

Hello @Cuong Nguyen

Welcome to Q&A Forum! 

I’m really sorry you’re caught in this frustrating loop—when you’re trying to back up your account, and the OTP verification email just never shows up. I understand how important it is for you to regain smooth access to your Outlook backup account. Here are a few friendly troubleshooting steps you might consider: 

Check the Spam/Junk Folder 

• Go to your Outlook inbox → check Junk Email, Other, or Clutter folders. 

Search for the OTP Email 

• Use the search bar in Outlook and type keywords like: "OTP" OR "verification code" 

Check Email Rules or Filters 

• Go to Settings → Mail → _Rules (_Make sure no rule is automatically deleting or moving OTP emails). 

Check if the Account is Still Receiving Emails 

• Try sending a test email to that Outlook address from another account. 
• If it doesn’t arrive, the mailbox might be full or blocked. 

Try Logging in from a Different Device or Browser 

• Try using a different browser or incognito/private mode. 

Check if the OTP is Sent via SMS or Authenticator App Instead 

If you’ve set up multi-factor authentication (MFA), the OTP might be going to: 

• Your phone number (SMS) 
• Microsoft Authenticator app 
• Backup email address 

Wait and Retry 

• Wait a few minutes and click Resend Code. 

If none of the above works, you can: 

For Personal Accounts: 

• Complete the form: Recover your account. 
• Call Customer service phone numbers - Microsoft Support or submit a ticket via https://support.microsoft.com/en-us/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SMC-HOME  

For Business Accounts: 

• Ask your Global Administrator to reset your 2FA: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. 
• If you're the sole global admin and locked out, call Customer service phone numbers - Microsoft Support. 

I hope these troubleshooting suggestions help resolve your issue. In case your account is personal or business, some steps might vary. If I've misunderstood your concern, please clarify your issue or provide a screenshot so I can better assist you. 

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