Persisting error: "Try another verification method That verification method isn't working right now. Please try another method".

Question

Hello,

Apparently my Outlook email account has been blocked due to multiple incorrect password attempts. As many other users on this forum, when I try to reset my password I get the following message after encoding the details of my phone number to receive a verification code on my mobile.

The "other method" option (in my case: an alternative email address) is of course not available.

I have already submitted a support form via the Microsoft Customer Service page here: https://support.microsoft.com/contactus?ContactUsExperienceEntryPointAssetId=96162163-b3aa-498b-bbbb-5e757b0f31da and tried all the solutions proposed in similar threads on this forum but with no success.

I have submitted a request via the Account Reinstatement Form available here https://www.microsoft.com/en-us/concern/AccountReinstatement, but their reply was useless:

"Account resets are handled through a single secure process as Microsoft takes the security and privacy of our customers very seriously.  Be persistent and keep trying to recover your account.  Each time you try, you may remember new details that will help the automated recovery program validate you as the true owner of the account https://account.live.com/resetpassword.aspx.  If you are unable to recover the account, consider creating a new account https://support.microsoft.com/en-us/products/microsoft-account." I can't provide additional details because there is nowhere I can add them due to the 2-stp verification being enabled. And suggesting creating a new account would only work if you had little to no information stored in your blocked account and are willing to lose them, which is definitely not my case.

The Sign-in Helper available here Contact - Microsoft Support was ineffective too, as it put in the eroor loop described at the beginning of this message.

I have also already filled in the Recover your account form available here: https://account.live.com/acsr 

However, after a long process of encoding all the required information in the form, Microsoft informs me that they cannot do anything for me because I have a two-step verification method enabled. This is the message I receive: The form cannot help if you have two-step verification because no one, including our support advocates, can access your account without the secondary information. In other words, a security-enhancer such as the 2-step verification is proving to be the major obstacle to the recovery of my account! This is incredible!

Does this mean that my account will be blocked forever? Can you please assist with recovering my account? I urgently need that for work related reasons and having it blocked is causing me major troubles.

Many thanks for your help.

Answer 1

Hi, trinidadpos

Welcome to the Microsoft Community.

I understand that you have been locked out of your account due to multiple password entries. I understand how important this account is to you. I understand how you feel.

First of all, I would like to tell you that unfortunately, if you have two-step verification enabled, filling out the recovery form is useless.

What is two-step verification, you can refer to this link: How to use two-step verification with your Microsoft account - Microsoft Support

May I ask if you saved the 25-digit recovery code when you first enabled two-step verification? You can use the recovery code to restore your account.

If you do not have a recovery code, you can contact Microsoft Online Support. Explain your situation and request further assistance. Please follow the steps below:

1. Open the website: Contact - Microsoft Support
2. Enter your question in the search, and then click Sign in to Contact Support at the bottom of the page.
3. Sign in to another available Microsoft account. Be sure to sign in with your personal account.
4. Under Products and Services, select Other Products.
5. Under Categories, select Manage Account Security, and then click Confirm.
6. Click Chat with Support Agent in Web Browser.

Note: Please contact support during business hours.

We hope you find this information helpful! We wish you the best of luck in retrieving your account!

Best regards

Mia.W - MSFT | Microsoft Community Support Specialist

Answer 2

Dear Mia,

Thank you for your reply. I have followed your suggestion and got in touch with the Support Agent in Web Chat. The "agent" Carl Vincent turned out to be an ineffective, irritating bot who wasted 2 hours of my time without providing any workable solution. All he could do was to suggest the following:

"Wait at least 7 days straight without attempting to login your account and unlock it using the number. After 7 days, you can try to do the clear cache and cookies and put your phone in airplane mode a bit and try to get the code again". "In case this still doesn't work, contact us at Outlook help & learning (microsoft.com) with your chat reference number and we will try to assist". Can you please specify which section to use in this general portal that allows me quoting my Support Request number and the conversation we are having here, so to avoid starting all over?

In addition, there at least 3 problems with this solution:

• on mobile, I use the Outlook app, which does not behave like a browser with cookies and cache...
• I tried this already on my laptop browser, but this didn't work.
• there is not guarantee that I will be able to recover my account after the time has elapsed, and there is a major risk that I will get the same error message again.

Concerning the 25-digit recovery code, I may have produced it and written it down time ago, but I won't be able to physically look for it for another 3 weeks, which is way too long for me to wait. Just in case, can you provide a link where I can encode it in case I find it?

Can you please assist in another way? I can't wait such a long time to have my account back.

Many thanks for other solutions you may provide.

PS: I have also updated my initial message above with latest infos concerning the reply by the Account Reinstatement team and the results of using the Sing-in Helper tool.

Answer 3

I'm sorry to keep you waiting. Due to the heavy workload on the community forum, I did not reply to you in time.

I was sad to see that you marked my reply as unhelpful.

Regarding the 25-bit recovery code, I would like to clarify that this is a recovery code that is generated when you turn on two-step verification and is only known and saved by you. I can't provide you with a link for you to find it.

My apologies. I want to let you know that to protect the security and privacy of our customers, the community team does not have access to or view any of a user's account information.

I'm just your average agent. The only thing I can do is direct you to Microsoft Online Support. They have more access, information and expertise than Community. So they can handle your issue faster and more efficiently.

"Wait at least 7 consecutive days without attempting to sign in to your account and unlock it using that number. after 7 days, you can try clearing your cache and cookies and putting your phone in Airplane Mode before attempting to get the code again." This is the advice given to you by the human customer service, so keep your patience.

You can try to call Global Customer Service phone numbers and ask them for help: Global Customer Service phone numbers - Microsoft Support

I hope this helps you! Have a nice life!

Best regards

Mia.W - MSFT |Microsoft Community Support Specialist

Answer 4

Dear Mia,

Thanks for getting back to me. I have retrieved my Recovery Code and entered it. This is what the system returned as a message:

What does this mean, exactly? Is this the reply to the insertion of a correct Recovery Code? I still cannot enter my account and received the message below after clicking on "Next":

What "security info" does the message refer to? Does the message refer to the Recovery Code? Does it mean that I entered the right or wrong code? Do I really have to wait for a month before trying again?

After reading this, I have tried to re-enter the Recovery Code with a minor edit (I may have badly written a letter) and got this:

Again, what does this mean? Does it mean that I can't use my Recovery Code again? Please clarify each question above to help me understand.

I am getting increasingly frustrated and desperate to have a access to my account as payments, bills and invoices are accumulating and I am cut off all of that. The 2-step verification method is proving to me my ruin!

In addition, the phone numbers indicated in the link you have shared in your latest only serve Business users. For domestic users, the automated phone assistant invites to refer to the online pages I have already extensively used with zero success. This is turning into a loop of desperation from my side.

Can I please receive further assistance? I'd like to request to escalate this a supervisor who could help sort this out asap.

Happy to receive private messages if this is easier.

Thanks a lot for your valuable help and understanding.

Answer 5

You marked my reply unhelpful. I am very sad.

I want you to know that in order to protect the security and privacy of our customers, no one on the community team is authorized to access or view any of a user's account information. What we can do is provide you with ways to help you retrieve your account. We understand how important accounts are to every user.

We are glad you found the 25 digit recovery code. It helps a lot in successfully recovering the account.

 

According to the screenshot you provided, you need to be patient for 30 days. after 30 days, your account can be recovered.

During this period, the waiting period can be canceled if you successfully log in to your account after trying to verify it with your phone number.

Alternatively, if you can add a new verification method, please follow the steps below:

Log in to https://account.microsoft.com and enter the correct password.

When verifying your account, select "I don't have any of them"

 

Follow the instructions on the page to add a new authentication method (new phone number or new email address) and wait 30 days to receive a verification code using the new authentication method to restore your account.

I understand that this 30-day period can be frustrating, but it is done to protect and remind you in case the security information has been deleted by someone who has unauthorized access to your account. What does “Security info change is still pending” mean? - Microsoft Support

Thank you for your understanding and support! We wish you all the best!

Best regards

Mia.W - MSFT | Microsoft Community Support Specialist