Not Receiving Microsoft Account Verification Codes via Email

Question

Hello,

I’m trying to reset the PIN on my son’s Microsoft account on our Windows 11 PC, but I keep running into an issue where Microsoft says it’s sending a verification code to his email, yet the code never arrives.

What I’ve Tried So Far:

• Checked the spam/junk folder in his email account.
• Searched for “Microsoft account security code” in his inbox.
• Tried sending the code multiple times, but no emails arrive.
• Verified that his email is correct and active by successfully sending a test email.
• Removed and re-added his Microsoft account to the PC.
• Deleted the NGC folder to reset PIN settings.
• Attempted to use a local account and later connect it to his Microsoft account.
• Contacted Microsoft Support by phone, but was stuck with an automated system.

This is preventing him from logging into his account with a PIN, and I cannot reset it as an administrator. How can I resolve this issue or ensure that Microsoft’s verification emails are delivered to his inbox?

This has been extremely frustrating, as I’ve tried everything I can with no success. It also seems nearly impossible to reach a real person at Microsoft—am I missing something?

Answer 1

Hello，Tyler Kowalczik

Welcome to posting in the Microsoft Community.

I see that you mentioned that you are unable to reset the PIN and thus access your child's account and understand very well your frustration and confusion at this point. It is indeed frustrating that you have tried multiple methods in an attempt to try and resolve the issue and still no progress has been made. However, please be assured that we can resolve or bypass this issue with further attempts to allow the account to be used normally.

According to your description, there is a possibility that the system detects some abnormalities when sending the verification code to the mailbox, such as problems with the network environment, account synchronization status or device configuration. In this case, for security reasons, the system may refuse to send the verification code. In other words, even if the account itself has a normal mailbox, the problem may occur due to system policies or environmental factors.

For what it's worth, I note that you are currently able to log in to Windows. Given the difficulty in resolving the CAPTCHA issue immediately at this stage, you could try creating a new local account that you can use to temporarily resume normal computer use. Once you've done that, you can then bind that local account to your Microsoft account, which will allow you to use some basic online services. This is a temporary measure, but it can help you avoid the inconvenience of not being able to log in. Your data files will not be lost during the testing and migration of the account and can be found and copied to the new account directly from File Explorer under the C drive.

• Click on the Start button in the bottom left corner of the screen and select the Settings icon (gear shape).
• In the Settings menu, select the “Accounts” option.
• To add a user, click on “Family and other users” and then click on “Add another user” in the “Other users” section. For changing users, select the user account you want to change and click “Change Account Type”.
• Follow the prompts, enter the required information (e.g. email or username), set the new account type, and finally click “OK” to save the changes.
• You can refer to the following link for more detailed steps:

Manage user accounts in Windows - Microsoft Support

In the meantime, I see that you would like to get in touch with the Microsoft Online Support team and you can use the following methods to contact them in real time:

1. Please click
   Contact - Microsoft Support
2. Enter MSA in the Enter a question box and click on Get help.
3. Slide to the bottom of the page and select Contact support.
4. Select Windows in the list of products and services, and select Manage Account Information in the category.
5. After you get in touch with the technical support staff by phone or online, you can get further guidance or assistance.

Best Regards，

Rota|Microsoft Community Support Specialist

Answer 2

I have the exact same problem with my daughter’s account. And did all the same steps as mentioned by Tyler.

Answer 3

I also have this issue. It boggles the mind that a whole laptop is locked out because of an email. perhaps stop the email alias' for a start?

Answer 4

What happens when we are locked out of the laptop, email wont send and there is no option to add another account? My childs laptop is basically bricked.

Answer 5

My case was caused because I was putting a second OS on the same harddrive and had to turn off secure boot in the bios. By turning it back on, I was able to get past the bitlocker issue and boot into windows. This kept me from booting into the second OS, though. What I did was do an internet search and found out how to stop the bitlocker id from inside windows. After that, it booted ok without the secure boot being enabled.