Cannot verify identity on device.

Question

I am trying to complete the "You need to verify your identity on this PC" step on my Surface Pro 3.

Basically, I never get the text message when going through the workflow.

This is preventing me from changing my password on the device.

I have had a long to and fro with Microsoft Support to absolutely no avail in trying to get past this as they continue to cut and paste rubbish about resetting my password online which doesn't resolve this issue (refer subject 1267346387)

As I have stated to MS several times, there is no issue with mobile phones in Australia. When I use the online workflow to reset a password I get the text no problem. I only don't get a text when I do it on the device as part of its verify my identity workflow.

I never get the text, no matter how long I wait. The workflow won't give me any option in the drop down to use anything other than sms.

Please no more suggestions that mobile phones don't work in Australia, they do and have for a very long time.

I am about to return the device if this cannot be solved.

Answer 1

Hi,

Thank you for posting in Microsoft Community Forum.

I understand that you are trying to verify your Microsoft Account and has requested for a verification code via your registered phone number. But, you have never received a verification code from Microsoft and you have been waiting for it. I would suggest you to refer to the section: “I am having problems receiving or using a security code” from this link:

http://windows.microsoft.com/en-US/windows-live/id-support

If you still do not get the code, then please get in touch with the Microsoft Chat Support from this link:

Microsoft Chat Support

Hope this is helpful. If you need any further assistance with Windows Operating System, please post your query on Microsoft Community Forums and we’ll be glad to assist you with it.