issue adding recovery email

Question

I am experiencing an issue when trying to add a recovery email to my Microsoft account. When I attempt to add the email, I am prompted to verify my identity by receiving a code via SMS. However, I never receive the code on my registered phone number.

I have tried multiple times, ensured my phone has a strong signal, and even restarted my device, but the issue persists. Since I am unable to receive the verification code, I cannot proceed with updating my security information.

Please advise on how I can resolve this issue. I would appreciate any assistance in updating my recovery options or an alternative way to verify my identity.

Answer 1

Dear a TTI a ali,

Welcome to Microsoft Community.

I understand that you want to add a recovery mailbox, but you didn't receive any code when you verified your phone code, so you can't get in.

I'm happy to help you, and if you don't receive the code, try changing networks and devices, such as requesting a code on your phone using only mobile data, or using their network and devices at a friend's house.

If you can't get the code anyway, you can try resetting your security info, but this will take up to 30 days.

If you have the password, you can go to https://account.live.com/proofs/manage/additional to enter your account and password, and when you need to verify your identity, select “I don't have any of these” and you will be prompted to take 30 days to reset your security information.

Follow the prompts to add the new security information to your account and after 30 days you will be able to verify your identity using the new security information. If you don't have two-step verification turned on for your account, you can visit https://outlook.live.com to check your email now.

You can head over to the link below to learn about the services you'll be able to access while you wait.

What does “Security info change is still pending” mean? - Microsoft Support

You can also contact online support for help, click on this page Contact - Microsoft Support

1. Input “account” and press “Get help”. When the results appear, scroll to the bottom of the page and click "Sign in to contact Support" at the bottom of the page.
2. Log in to an available Microsoft account. Please be sure to log in with a personal account.
3. Under Products & Services, select "Other Products".
4. Under Categories, select "Manage account security", and click Confirm.
5. Click "Chat with a support agent in your web browser".

Chat support don't work 24 hours a day, and if you don't enter at the right time, you can see the working hours on the page.

Feel free to post back if you have any progress with that.

Best Regards,

Jason.YA - MSFT | Microsoft Community Support Specialist