Not receiving sms verification code

Question

I need to reset my password but have two step verification on. For verification I have an email address and mobile number. I no longer have access to the email address but still have the same phone number. I tried requesting an sms verification code but for some reason I'm not receiving it even though this last worked in October. Does anyone know why I'm not receiving the sms code, I don't have unknown numbers blocked

Answer 1

I'm afraid I'm out of ideas. Let's ask other advisors and fellow Teams users for other suggestions that might help.

They would be able to respond to this thread and share their input.

Your patience will be highly appreciated.

Regards,

George A.

Answer 2

Dear Kirsty,

Thank you for clarifying all that for me. In this case, I suggest you continuing filling out the recovery form up to two times per day with as much information as you are able to remember about your account.

Answer 3

Thank you for your reply. I'm still not receiving the sms code and I've heard nothing about the password reset form I filled in on the 14th dec

Answer 4

Dear Kirsty,

I am sorry that my response was unable to resolve the issue, could you give me further information to assist you further? Has any error come up while trying to follow the troubleshooting steps?

Answer 5

Hello Kristy,

This event can happen for several reasons. Since you are sure that your phone or mobile network does not block messages from unknown senders, it might be due to the fact that your phone is not getting recognized by the Microsoft System. I would suggest you continue trying to ask for the verification code once every 24 hours (if you do that more often, your account might get blocked due to unusual activity).

It's also proposed to clear your browser's history from cache if that's what blocking the process. Alternatively, you can open a new private window on your browser and try the whole process again (Ctrl + Shift + P).

If these did not work for you, I would recommend you filling the Microsoft Account recovery form here: https://support.microsoft.com/en-us/account-bil... . Since only the user can recover their account due to privacy concerns.

Feel free to also check out these two sources for the issue:

1. https://support.microsoft.com/en-us/account-bil...
2. https://support.microsoft.com/en-us/account-bil...