Error In Alternate Email Validation

Question

Hi

I got an email sending a verification code thrice to my alternate email ID out of nowhere. Someone who tried to reset my password. I am now trying to change my password/change my alternate email ID. However, whenever I try to enter the alternate email ID for the verification code, I get an error (Error1 screenshot below). The alternate email on my profile and the one I am entering is correct, yet Microsoft throws me an error.

To test this, I have selected another option (I don't have access to anything) where I can add a new alternate email address (which Microsoft says would take 30 days to verify and resolve), and I am trying to add my alternate email address. Now, Microsoft throws me an error by saying this email is already on my profile (Error 2 screenshot below).

I am confused if my alternate email is already there on my profile, why is it throwing an error as shown in the first screenshot? And if the email is not there, why is it saying that it already exists? Please help as this is concerned with security.

***moved from Microsoft 365 and Office / Other / Unknown / Other***

Answer 1

Dear Shashikanth Vydyula,

Thank you for posting in the Microsoft community. 

I've read your description. It's indeed a strange phenomenon. The prompts in Figure 1 and Figure 2 are conflicting. Let me further analyze your problem.

This might be a temporary issue. You can try switching browsers or try viewing the effect in private mode.

In addition, you can also change devices and try to obtain the verification code again to see if the problem persists.

If changing browsers or devices doesn't solve the problem, please use your commonly used device to log in to Sign in to your Microsoft account, check whether the backup information here is still the Gmail address you added, and you can add a new backup email address or mobile phone number to avoid the problem that this Gmail address is temporarily unavailable.

If it doesn't work or you can't log in to the above link, please seek help from the online chat, because judging from the information you provided, your information is sufficient to prove that you are the owner of the account.

Here are the specific steps to contact the live chat support:

（If the following steps don't display as expected, please try changing your browser and doing it one or two more times.）

1. Sign in to this link using any personal Microsoft account：Contact - Microsoft Support.  Type "account recovery" into the search box.
2. Click "Sign in and contact support" at the bottom of the page.
3. Under "Products and Services", select "Microsoft 365 and Office".
4. Under "Category", select "Manage Account Security"/ “Technical Support”.
5. Click "Chat with a support agent". Then fill out the contact information so that the online agent can contact you.

Please note:

• Online chat does not support enterprise accounts. If you currently do not have an available personal account, please create a new @outlook.com account to use.
• the online chat service is available during working hours on local business days.

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We appreciate you spend your time working on this issue.  I wish you all the best.

Best Regards,

Ulrica.W - MSFT | Microsoft Community Support Specialist