Text message with a verification code never arrives

Question

When I tried to log in to my account, it asked me to enter my last 4 digits phone number for the verification code. I tried sending the code more than ten times, but I have never received it. I'm hundred percent sure that I entered the correct phone number, and I have never encountered this problem with my phone not being able to receive text message before. I need to log in to my hotmail for work. Please help. Thanks.

Answer 1

Hi

My name is Daniel. I am an Independent Advisor.

First of all, I'd like to let you know this is a peer-to-peer support forum meaning I'm just fellow regular MS forum users like you who are trying to help other MS forum users with their issues. So in this case, I'm Non-Microsoft Staff I don't have access to your account nor I'm authorized to do so. I hope we can have a mutual understanding from the beginning to prevent misunderstanding.

Please follow these steps below:

Step 1: Find out why you are not getting a verification code.

There are few reasons why you are not getting a verification code, you may need to check this article below to find out which one is yours. Please scroll down then click on the section under " I'm not getting my verification code. What do I do? "

https://support.microsoft.com/en-us/help/12428/...

Step 2: Request verification code again.

Please go to https://outlook.com/ again then refresh the page try to login to get the verification to be sent again.

Step 3: If you are still not getting the verification code after you have applied the two steps above then please refer to Myke Ylaya's advice in the following article on how to reset the password when 2FA is enabled: https://answers.microsoft.com/en-us/outlook_com...

Step 4: Update security info 
You can only apply this step after you have regained access to your account. If you currently used the phone number to receive the verification code, at this time I suggest you use an email address to receive the verification code instead of SMS or at the very least use the MS Authenticator app to generate the verification code. The reason for this, because as per my personal experience cellular networks sometimes have trouble delivering SMS. Please follow these steps below to update your security info:

• Please log into the security info page: https://account.microsoft.com/security
• Please select advanced security options > under the "Text a code" tab click the remove button to remove the existing phone number.
• Then re-adding a new email address by clicking the "Add a new way to sign in or verify" link then select the "email a code" option > enter a new email address.

Note:

After you have updated security info you won't be able to make an update to your security info again within the next 30 days but you can still continue to use your account. So please make are you do it right otherwise you need to wait another 30 days.

Kind Regards

Answer 2

On step 3 above you may try to select the "I don't have any of these" options you will be redirected to recover an account as explained here: https://support.microsoft.com/en-us/account-bil...

However, if the problem still persists & since as a community advisor I don't have access to users' accounts so in that case, I suggest you reach out to MS Support:

https://support.microsoft.com/en-us/contactus/

Please follow these steps:

Please visit the link above then click "Contact support in the browser instead." > type in "agent" > select the "Outlook.com/hotmail" from the product list option > Select billing > Now you have options either to request a free callback service or chat with the MS support agent.

Kind Regards

Answer 3

I did all the above steps.

On step 3, the only way to recover my account is to send the verification code to my phone number, which is the same problems that I have been having before.